Head of Customer Insight

Working within the Transformation & Change division, collaborating with senior leaders, customers, partners, and colleagues to drive improvement and deliver positive outcomes across the Council.

You'll be responsible for ensuring customer insight, complaints intelligence and citizen feedback are translated into meaningful actions that improve services and outcomes for Nottingham's communities. 

You'll lead the following functions: 

• Customer Insight and Analytics 
• Citizen Engagement and Co-Production 
• Corporate Complaints (including Local Government Ombudsman liaison) 
• Corporate, Housing and Social Care Casework Functions 
• Customer Feedback Frameworks and Performance Reporting 

Working closely with senior leaders, councillors, service areas, partners and communities, you'll create a culture where listening, learning and acting on feedback becomes central to how we deliver services. 

As Head of Customer Insight, you will: 

Deliver Strategic Leadership 

• Develop and deliver a clear vision for customer insight across the Council. 
• Ensure citizen voices and lived experience inform service design and delivery. 
• Translate insight into measurable outcomes and improved services. 
• Provide leadership across customer insight, engagement, complaints and casework functions. 

Drive Transformation and Innovation 

• Embed insight-led decision-making across the organisation. 
• Lead innovative approaches to citizen engagement and co-production. 
• Develop new ways of capturing and responding to customer feedback. 
• Ensure complaints and casework intelligence drive service improvement. 
• Support the Council's transformation ambitions through evidence-based improvement. 

Build Strong Partnerships 

• Work collaboratively with councillors, senior leaders and service areas. 
• Develop effective partnerships with community groups and external organisations. 
• Ensure customer insight is used consistently across the Council to inform decisions and priorities. 

Promote Inclusion 

• Ensure all voices are heard, particularly those from underrepresented communities. 
• Embed equality, diversity and inclusion into all engagement and insight activity. 
• Develop accessible and representative approaches to citizen feedback and engagement. 

We're looking for an inspiring and politically astute leader with a passion for improving public services. 

You will bring: 

• Significant experience leading customer insight, customer experience, engagement, complaints or related services. 
• A strong track record of using insight, data and feedback to drive service improvement. 
• Experience of leading organisational change and transformation programmes. 
• Outstanding leadership skills with the ability to motivate and develop high-performing teams. 
• Strong understanding of governance, complaints handling and public service delivery. 
• Excellent communication and stakeholder management skills. 
• Experience of working effectively in complex and politically sensitive environments. 
• A genuine commitment to co-production, inclusion and citizen-centred service delivery. 
• Strong commercial and financial awareness. 
• An understanding of the opportunities and challenges facing local government. 

You'll have the opportunity to influence strategic decisions, shape services across the city and make a tangible difference to the lives of Nottingham's residents.

Our Benefits

• Local Government Pension Scheme (LGPS)
• 26 days annual leave, increasing with service
• Option to purchase additional annual leave
• Hybrid working arrangements
• Employee Assistance Programme (EAP) providing free, confidential support, guidance and counselling
• Works Perks employee discount scheme
• Mobile Advantage Refurbished Technology Programme
• Employee discounts on Dell technology products
• Learning, development and leadership opportunities
• A supportive and collaborative working environment
• The opportunity to make a real difference to the people of Nottingham

Equality, Diversity and Inclusion

Nottingham City Council is committed to building a workforce that reflects the communities we serve.

We welcome applications from all sections of the community and are committed to creating an inclusive workplace where everyone feels valued, respected and able to succeed.

Disability Confident Employer

We are proud to be a Disability Confident Employer and actively encourage applications from disabled candidates.

If you meet the essential criteria for the role, you may be eligible to apply under our Guaranteed Interview Scheme.

We are committed to making reasonable adjustments throughout the recruitment process and during employment. If you require support at any stage, please let us know.

Armed Forces Covenant

Nottingham City Council is proud to be a signatory of the Armed Forces Covenant and welcomes applications from veterans, reservists, service leavers and members of the Armed Forces community.

If you're passionate about using insight, engagement and customer experience to improve public services and outcomes for communities, we'd love to hear from you.

How to Apply

Please submit both:

• Your CV
• Your Supporting Statement

Your supporting statement should demonstrate how your experience, knowledge and achievements meet the requirements of the role and person specification.

Send your application to: resourcingsupport@nottinghamcity.gov.uk

Please quote: "Your Name - Head of Customer Insight - CV/Supporting Statement" for your CV/Supporting Statement.

Closing Date

Sunday 15 November 2026, 11.59pm

Informal Enquiries

For an informal and confidential discussion about the role, please contact:

Lucy Lee
Strategic Director of Transformation and Change
lucy.lee@nottinghamcity.gov.uk

This post is politically restricted under the provisions of Section 2(1)(c) of the Local Government and Housing Act 1989.

Senior leaders may be required to:

• Work outside normal office hours when required.
• Participate in emergency response arrangements.
• Travel within and outside the city boundaries as required.
• Undertake additional duties appropriate to the level of responsibility as directed by the Chief Executive.