Sheffield City Council is building its Customer Experience Capability – a team focused on improving how residents experience council services and how colleagues are supported to deliver them. 

The team brings together customer journeys, insight, workforce development, equalities, engagement, and communications. Its purpose is to help the Council work in a more joined-up, customer-focused way, using feedback, data, digital tools, and practical improvement methods to make services easier to access and better to use.  

These roles are an opportunity to help shape a growing capability, work across services, and make a practical difference to how Sheffield residents experience the Council. 

Can you turn customer insight into better decisions and better services? 

We are looking for a Customer Experience Lead, Customer Intelligence to lead the development of the Customer Intelligence function within Sheffield City Council’s Customer Experience Capability. 

This role will focus on how the Council gathers, analyses, and uses customer and operational insight to improve customer experience. It will suit someone who can work strategically with data, performance information, customer feedback, and senior stakeholders.  

You will lead a growing function that helps the Council understand customer needs, identify trends, and use evidence to inform service improvement and decision-making.  

In this role, you will: 

• Lead the development of the Customer Intelligence function 

• Improve how customer data, performance information, and insight are gathered and used 

• Work with senior leaders and services to identify priorities for improvement 

• Develop consistent approaches to customer intelligence, reporting, and knowledge management 

• Lead and support colleagues working across customer intelligence and insight activity  

We are looking for someone who: 

• Has strong experience in customer intelligence, performance insight, or data-led improvement 

• Can turn complex information into clear recommendations 

• Understands how insight can improve customer experience and service outcomes 

• Can influence senior stakeholders and work across organisational boundaries 

• Can lead change and develop a growing professional function  

This is a key role for someone who wants to help Sheffield City Council make better use of customer insight, evidence, and intelligence to improve services. 

Please contact Lily Hall (Head of Customer Experience) for more information – lily.hall@sheffield.gov.uk

We are investing in our workforce and are promoting opportunities to our under-represented groups.  We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form.  Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade. 

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page. 

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.

Application closing date 12/07/2026