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Executive Director Customer, Digital and Change

Surrey County Council

About the role
It's an exciting time to join Surrey County Council as we embark on a new era with our incoming Chief Executive, Terence Herbert, arriving in August 2024. We're now looking for a highly motivated and visionary Executive Director of Customer, Digital & Change to lead a significant agenda for the council.

Surrey is recognised as a council that continuously exceeds expectations. We're focused on our ambition to be a sector-leading council, relentlessly pushing for improvement and going above and beyond to enhance the lives of our residents. In Surrey, we don't make promises we can't keep. We're committed to ensuring "no one will be left behind" and as we embark on this new era, you'll play a pivotal role in shaping the future alongside a passionate and innovative leadership team.

This is a big role with significant responsibility. You'll lead a critical portfolio encompassing customer services, digital transformation, and people and change. Your vision and expertise will be instrumental in driving transformative change initiatives, fostering a culture of excellence, and ensuring our services meet the evolving needs of Surrey's residents.

As the Executive Director of Customer, Digital & Change, you'll have the opportunity to:

  • Champion Strategic Direction: Provide visionary leadership, shaping the council's strategic agenda and ensuring "The Surrey Way" is embedded across your functions. "The Surrey Way" is our commitment to continuous improvement and getting things right first time, every time.
  • Drive Customer Excellence: Lead the delivery of a world-class customer service function, harnessing digital innovation and automation to drive efficiency, accessibility, and a seamless resident experience.
  • Spearhead Digital Transformation: Oversee the council's digital strategy, ensuring IT resources support agile and innovative service delivery. Embrace new technologies to optimise processes and empower residents with self-service options.
  • Champion Cultural Change: Foster a positive and inclusive environment where collaboration thrives. Lead by example, empowering employees and fostering a culture of performance excellence and accountability.
  • Inspire and Motivate: Lead a large and diverse workforce, providing clear direction and inspiration. Deliver impactful services that make a tangible difference to our residents' lives.
  • Strategic Partner: Provide expert advice to the Chief Executive, Leader, and elected members. Collaborate with other Directors to set and deliver the council's strategic vision.

About You
We are seeking an exceptional leader with the experience, vision, and passion to drive Surrey County Council forward. You'll be a leader with a proven track record of success in a complex, fast-paced environment. Your deep understanding of local government challenges and opportunities, particularly in customer services, digital transformation, and people and change, will be invaluable.

You'll be a collaborative and influential leader who has built high-performing teams. You can inspire and motivate others, fostering a culture of innovation and continuous improvement. Politically astute and able to navigate complex environments effectively, you'll be a trusted advisor to the Chief Executive and senior leadership team.

Most importantly, you'll share our passion for public service and a desire to make a real difference to the lives of Surrey's residents. This is an unparalleled opportunity to shape the future of a forward-thinking council and leave a lasting legacy. If you are a leader who thrives on challenge and is excited to be part of something special, we encourage you to apply.

If you would like to have a confidential conversation about the role please contact Greg Hayes at or on 07423 243415, or Clare Connor at or on 0161 408 0703.

To download a copy of the job description, please click here.

Closing Date: 9am on Friday 9th August 2024

To apply:
To apply, please submit an up-to-date copy of your CV (four sides of A4 maximum), along with a supporting statement (four sides of A4 maximum) detailing your experience, and achievements and addressing the key criteria for the role set out on this site and using examples to demonstrate how you meet the requirements. Documents should be uploaded via our website, please include and upload the below information in two documents only. If you experience any issues whilst applying, please contact 

Applications should include:

  • Full contact details
  • Names, positions, organisations and contact details for two referees (we will ask your permission before contacting referees)
  • Notification of any dates when you are not available for an interview

 At Tile Hill, we are committed to inclusion and accessibility. We champion and support all individuals to ensure everyone feels valued, listened to and motivated to get the very best out of each recruitment process and that processes are designed to meet the needs of individuals. If you have any specific requests and would like a confidential discussion with the Tile Hill team, then please email

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Director of Executive Search

Greg Hayes

Director of Executive Search

Surrey County Council



Highly Competitive

REF: 1527619

Expires: 09/08/24 09:00


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