Service Director Customer Experience, Digital & AI

Do you have the vision to transform local government? The ambition to lead digital-first services and the determination to embed prevention-first strategies that truly make a difference? This is your once-in-a-lifetime opportunity.

We are seeking a bold, innovative, and forward-thinking Service Director, Customer Experience, Digital & AI to join us at the forefront of public service reform. This is not your typical local government role, this is a chance to revolutionise how we deliver services, harness the incredible potential of emerging AI technologies, and help create a lasting impact for individuals, families, and communities.

As part of our ambitious public sector reform agenda, you will have the freedom and support to shape and deliver cutting-edge solutions. Your focus will be on using technology, deep data insights, and early intervention to stop problems before they start. By leading on prevention-first strategies, you’ll empower our teams to support people earlier in their lives, preventing crises and delivering meaningful change.

We are offering:

• A unique leadership role where you’ll drive both digital transformation and prevention-first strategies.
• The opportunity to harness the power of AI and machine learning, alongside integrated data and insights, to predict and respond to service demands proactively.
• The freedom to innovate, with a strong mandate to shape future services that are simple, inclusive, and trustworthy.
• The chance to collaborate with partners across the public, private, and third sectors, influencing regional and national reform.

This is more than a job, it’s a career-defining opportunity to make a difference. With robust support, resources and the autonomy to lead transformative change, you’ll play a key role in reshaping how local government serves its people.

What You’ll Be Doing

• Leading on prevention-first and digital-first strategies to transform services and improve lives.
• Embedding data-driven, AI-powered solutions that enable early intervention and reduce demand for crisis services.
• Partnering with our public sector reform team and external stakeholders to deliver innovative, community-focused solutions.
• Championing the voice of the customer and ensuring services are accessible, equitable, and future-ready.

What We’re Looking For

• A leader who thinks big, acts boldly, and inspires others.
• Experience in digital transformation, AI, and using deep data insights to deliver smarter services.
• A proven ability to embed prevention-first approaches that create lasting impact.
• Passion for public sector reform and the drive to make a meaningful difference.

This is your chance to combine technology, insight, and creativity to transform how local government supports its communities. Join us and help us make early intervention, prevention, and innovation the new cornerstones of public service. Read the role profile, linked below, for more information on this fantastic opportunity.

Download role profile

For a confidential discussion about the role please contact:

Zara Bruton
Email: zbruton@faerfield.co.uk
Tel:  0121 312 3755

Dawn Faulkner
Email: dfaulkner@faerfield.co.uk
Tel:  0121 312 3755

Indicative timetable:

Closing date for applications: Thursday 3 July 2025
Preliminary/Technical Interviews:  Monday 14 and Tuesday 15 July 2025
Assessment Centre: Monday 11 August 2025
Chief Officer Appointments Panel: Friday 15 August 2025

Please let us know if there are any interview dates in the indicative timetable on which you are likely to be unavailable.

To apply:

To apply for this job please click on the Apply button below and fill out the requested information. When prompted, please submit your CV and a Supporting Statement of no longer than 1000 words.

With your CV, please also provide the names and contact details of two referees, one of whom should be your current or most recent employer. Referees will only be contacted if you reach the final stages, and we will not contact referees without your permission.

Your supporting statement should express why you are interested in this role and what experience you can bring to the organisation. The statement should tackle the specific requirements of the role; outlining examples and outcomes showing how you meet those requirements.