Resident Designer

Position: Resident Experience Designer
Location:

Coventry, UKSalary: 46,579 - 54,143 per year Employment:
Full time Category:
Customer Service Posted:
Valid to:
Apply:  Coventry City Council We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias.

Customer Services is one of the largest departments in Coventry City Council and are the front face of the organisation.  We are usually the first port of call for customer enquiries across the council.  Our fast-paced telephone teams deal with thousands of calls and emails a week, we have a dynamic Customer Service Centre with around 2500 visitors a week approaching us for a wide range of enquiries from paying their council tax to seeking help to access services and dedicated support teams who process bookings, timesheets and general administration work for the whole organisation.

You may be based in one of several locations, we have a Customer Service Centre right in the heart of the city;
Friargate – a large purpose built office by the train station along with several reception points across the city.

Joining Customer Services is a really good stepping stone into a long term career with the Council, depending on the role you are offered you will learn about other parts of the organisation

We want every single customer to have a positive experience when approaching the council and would welcome you being part of the team.

Our Values In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remains at the heart of everything we do.

Our Values are:

Open and fair:
We are fair, open, and transparent.

Nurture and develop:
We help and encourage everyone to be their best and do their best.

Engage and empower:
We talk and listen to others, working together as one.

Create and innovate:
We embrace new ways of working to continuously improve.

Own and be accountable:
We work together to deliver the best services for our residents.

Value and respect:
We put diversity and inclusion at the heart of all we do.

What is the job role?

Are you ready to drive innovation, streamline operations, and reduce resident effort whilst ensuring an outstanding experience?

Do you have experience of working in a Customer Experience (CX) or User Experience (UX) setting?

Do you have design experience including cohesive customer journey maps, end-to-end processes, wireframes, and prototypes?

Are you comfortable communicating with a wide range of stakeholders?

Do you look to continually improve based on feedback?

Then let’s talk …………..Here at Coventry City Council, we’ve been implementing a new way of designing and delivering services for residents with the aim of connecting with the people of Coventry to deliver the services they need and listening to them to keep improving what we do, and that’s where you come in.

We are on a journey to embed Resident Experience (REX) principles across the organisation, and this role is an exciting opportunity to influence process change and to help us build efficient services that deliver for residents, the organisation and our partners.

We are looking for creative individuals to work as part of a small team with big ambitions to design and deliver process improvements. You will need experience of customer journey mapping and touchpoint analysis, strong analytical and communication skills as well as experience…