West Midlands Combined Authority
Head of Customer Experience Strategy
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Head of Customer Experience Strategy
Head of Customer Experience Strategy
Note: This is a 2-year Fixed-Term Contract (FTC) at the West Midlands Combined Authority (WMCA)
About the Role
We are seeking an exceptional customer experience leader to shape and deliver the customer vision at the heart of one of the UK’s most significant public transport transformations – the Bus Franchising Programme in the West Midlands.
In this highly influential leadership role, you will act as the organisation’s customer champion, defining and embedding a customer strategy, commitments, and end-to-end customer proposition to ensure these are central to the design and delivery of future bus services across the region.
As Head of Customer Experience Strategy, your work will focus on creating an accessible, innovative, and customer-focused bus network that meets the evolving expectations of the communities we serve. You will balance customer needs with operational and commercial priorities, influencing senior stakeholders and helping shape a transport system that delivers lasting impact.
This opportunity is perfect for a strategic thinker passionate about using customer insight to drive transformation, with a proven track record in leading data-driven, collaborative initiatives that place customers at the core of service design.
Key Responsibilities
You will:
- Provide customer experience expertise, insight, and challenge to the Bus Franchising Programme and associated workstreams
- Support the Bus Reform Director to ensure customer commitments are prioritised in all key decision-making milestones of the programme
- Ensure the WMCA delivers a clear, financially sustainable, and integrated customer proposition for bus franchising delivery
- Engage and support operational teams with embedding customer commitments across each Franchise tranche
- Manage customer-specific budgets
- Collaborate with other accountable leads in the customer workstream, ensuring that insight is commissioned, analysed, and embedded strategically
- Oversee and enhance public engagement across the phased approach to bus franchising
- Work closely with stakeholders to drive customer-focused and innovative service improvements using data, insight, and technological transformation
Essential Requirements
Your application must demonstrate:
- A strong track record of achieving growth through customer experience improvements
- Proven experience in developing customer experience strategies (概念性、可操作性)
- Success in leading multi-partner engagement within organisations characterised by complex governance
- A history of building collaborative and productive partnerships
- Experience in driving customer-focused, high-quality service improvements leveraging comprehensive data, customer insight, and technological change
- Engaging leadership skills and the ability to challenge and influence senior stakeholders
- Clear, compelling communication abilities
- A customer-first mindset
- Education to degree level (or equivalent experience)
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Location & Work Pattern
- Primary office location: 16 Summer Lane
- Hybrid working: Minimum 2 days per week based in the office
Application Process
Follow these steps to apply:
- Register an account on the WMCA careers portal:
- Provide your name, email address, and password.
- Build your profile:
- Upload your CV to populate career and education details.
- Write a Supporting Statement: Address each essential criterion mentioned in this job description.
- Submit your application: Review your details, then submit.
Support Available
- Anonymised applications: Your CV will not be visible after submission. The shortlisting process will use only the profile details you’ve provided.
- Right to Work: Proof of eligibility to work in the UK is required before any offer is made. For non-UK nationals, relevant UK Visas and Immigration (UKVI) status is mandatory.
- Accessibility: If you need reasonable adjustments to the application or recruitment process, contact the Recruitment Team: careers@wmca.org.uk.
Salary & Benefits
Salary
WMCA advertises competitive salary ranges. New appointments start at the lowest point unless adjustments are made in exceptional circumstances (based on experience or market alignment). Progression opportunities are available throughout employment, enabling year-on-year raises.
- Salary requests above the advertised range will not be considered.
Benefits Package
WMCA offers a comprehensive benefits package to support your work and wellbeing:
- Local Government Pension Scheme – One of the most generous pension schemes in the UK.
- Shared Cost Additional Voluntary Contribution – Cault build an extra tax-free and National Insurance-exempt pension pot alongside the primary scheme.
- Annual leave – 28 days paid leave (using annual allowance) + statutory days (20+ days). Additional days can be purchased.
- EV car benefit scheme
- Healthcare plans
- Discounted gym membership | Will writing service | Mortgage advice guidance
- Bicycle scheme – Option to purchase a bicycle (including e-bikes and adapted cycles) at a discounted rate
- Volunteering leave – 3 paid holiday days per year for voluntary work
- SmartTech technology financing – Interest-free financing to purchase the latest tech
- Discounted shopping with 2,000+ retailers (including Costco membership access via WMCA)
- Boundless – Unlimited entry to top-rated UK attractions and additional benefits/discounts
- Eye Care Scheme – Free annual eye tests with financial support for glasses
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For full details, visit the WMCA Benefits page on the careers portal.
Why Join WMCA?
WMCA is driving positive change across the West Midlands by fostering economic growth, job creation, housing development, and improved journeys for all.
We put people and place at the forefront of everything we do, partnering with organisations to ensure funds are directed laser-focused where they’re needed most. Your work here won’t just impact processes—but it will shape lives and community opportunities every single day.
WMCA Values and Behaviours
Our behaviours are more than just statements; they are actionable principles that guide interactions, decisions, and how we work together:
- Collaborative: We build trust, synergy, and shared purpose across teams, partners, and customers to maximise regional impact.
- Driven: We focus on results, leading with clarity, compassion, and courage to achieve meaningful outcomes for the West Midlands.
- Inclusive: We create belonging, fairness, and psychological safety so everyone thrives.
- Innovative: We future-proof strategies, embracing curiosity, creativity, and continuous improvement to shape progress.
Creating an Inclusive Workplace
WMCA is committed to diversity and inclusion, holding accreditations such as:
- RACE Code Quality Mark
- Armed Forces Covenant (Gold)
- Inclusive Top 50 Employer & The Times Top 50 Employers for Women
- Disability Confident Employer (Leader status)
We practice "Ban the Box", meaning we do not ask about criminal convictions in the initial application process. This ensures fair opportunities for all, particularly for those facing barriers due to past discrepancies.
WMCA also recognises that some groups—such as women and people of colour—might hesitate applying if they do not feel they meet all criteria perfectly. We actively encourage you to apply if you’re passionate and dedicated, showcasing how your transferable skills, adaptability, and potential can drive success.
WMCA is open to flexible working, including:
- Part-time arrangements
- Job-share opportunities
Do not exclude yourself based on these considerations—apply confidently
Applications that over-rely on AI may be rejected during shortlisting. Please use it as a tool to refine your approach rather than relying solely on it to write your submission.
If this role excites you, we’d love to build your future with WMCA. Begin your application today by visiting the [WMCA Careers Portal](link provided upon submission).
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