Customer Business Readiness Lead

Customer Business Readiness Lead \- Ref: EE03926 \- Fixed term until 31/12/2028

G10: £47,181 \- £50,269 per annum

Customer Engagement \- About Us:

We are committed to delivering exceptional customer experiences and continuously improving our processes. As part of our Customer Experience Strategy, we are looking for a dedicated and skilled Customer Business Readiness Lead to join our team.

In the first 6–12 months you will deliver business readiness for priority Customer Engagement changes, increase staff adoption of new ways of working, and support the delivery and tracking of agreed customer and efficiency benefits.

We are seeking a highly motivated and experienced Customer Business Readiness Lead for Customer Engagement to join our team. The successful candidate will be responsible for supporting the business in realising the outcomes of complex strategic Business Change Programmes. This role requires innovation and challenge, with a focus on delivering efficiency savings that align with customer needs and corporate priorities.

Essential criteria:

• Lead delivery of complex business change projects, setting a clear approac h and governance from initiation to benefits realisation.


• Apply structured change management (e.g., ADKAR) to influence adoption and embed new ways of working.


• Manage large, interdependent programmes and coordinate dependencies, risks, issues and reporting.

Engage and communicate effectively with a wide range of stakeholders, including senior leaders, to capture requirements and shape solutions.

• Key Responsibilities:


• Lead business readiness activity for priority Customer Engagement change initiatives, from early design through implementation and stabilisation.


• Own change impact assessments and adoption plans (including comms, training and readiness checkpoints) to support sustainable new ways of working.


• Plan and manage digital transformation workstreams and any d elegated budgets, ensuring delivery to time, cost and quality.


• Facilitate and chair project meetings, managing actions, decisions, risks and interdependencies across services and partners.


• Prepare and quality\-assure evidence, reports and committee papers (e.g., Cabinet, Council and Scrutiny) to demonstrate probity and transparency.

Communicate clearly and professionally (written and verbal) with colleagues and customers, adapting your approach for different audiences and needs.

• Qualifications:


• Educated to Degree level/Postgraduate Diploma or equivalent experience

Prince 2 or equivalent recognised project or change management qualification

• If you would like to know more about this role, please contact: Kirstin.Smith@walsall.gov.uk

If you are passionate about driving business change and improving customer engagement, we would love to hear from you.

View Job Description and Employee Specification

This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.

Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them. Please see our Information for Applicants leaflet for further information.

*At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over\-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole – particularly your ‘Supporting Information’ – reflects your own voice.*

Closing Date: Sunday 14th June 2026

Here at Walsall, we want to attract the best talent. That's why \- as well as a satisfying and rewarding job \- we offer a range of attractive benefits . Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first class pension scheme and plenty of opportunities for training and personal development.

We advertise vacancies because we want the best talent available. If that's you, we're waiting for your application.

Living in Walsall

Part of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages.

Walsall Council is committed to Safer Recruitment.To achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.

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