Customer Experience jobs in United Kingdom

Hours 37 Hours Weekly

Location Huntingdon

Contract Type Permanent full time

Closing Date 30 January 2026 09:00

3C ICT is a shared service between Cambridge City Council, Huntingdonshire District Council and South Cambridgeshire District Council. The shared service was established in April 2016 and provides Operational ICT and Digital Advisory Services to the three councils.

Our team of circa 80 staff provide a range of services within four service towers: Change and Finance, Operational ICT and Application/Digital Development, Customer Experience and Support, and Enterprise Architecture and Information Assurance.

Our vision is to help the three Partner Councils standardise, automate, integrate, and optimise their IT systems to maximise their investment in digital technologies, whilst ensuring safe, resilient and performant services. Ultimately, our work improves outcomes for local residents and businesses, giving our staff the opportunity to feel that they are contributing to the local area in a positive way and supporting those most in need through difficult times.

As part of a recent restructure and a desire to improve the Enterprise and Solution Architecture approach, while maintaining an excellent Information Assurance service within the Partner Councils, a new role, ICT Senior Manager Enterprise Architecture and Information Assurance, has been introduced within the 3C ICT Service.

We want to employ staff who embody ouricare values (Inspiring, Collaborative, Accountable, Respectful, Enterprising), all of which support our ultimate purpose of putting our customers first.

This is a new role within the ICT Leadership Team, reporting directly to the Chief Digital Information Officer (CDIO). As a result, there is an opportunity to shape the role and amend boundaries to meet service needs and have a wider influence across the 3C ICT Service.

This is an exciting time to join 3C ICT Services, as we build upon a year of service improvements and ensure we have the capacity and capability to drive the service forward to meet Partner Council needs.

This role will be part of a newly established ICT Leadership Team, delivering our ongoing service improvement journey, contributing to the redesign of our services and shaping how we deliver in the future.

This is a fantastic opportunity to use your knowledge and experience to be part of something truly exciting, where you will play a pivotal role.

The primary focus of the role will be to establish Architecture Principles that align with the ambitions and corporate plans of the Partner Councils, translating existing approaches into guidance that will enable effective platforms to be implemented and utilised.

The role will provide the basis for decision-making for new projects and procurements, ensuring that all innovation is maintainable and sustainable, and identifying where legacy solutions and infrastructure need to be remediated. The role will ensure the governance and assurance of all solution architecture undertaken by the 3C ICT service.

The role will work closely with colleagues within the Partner Councils to develop Digital-related strategies (AI, Digital, Data, Application, Customer Service) that are supported by the investments and capabilities of the 3C ICT Service, which has invested in Microsoft E5 licensing and recently created digital-aligned Business Partner roles.

In addition, the role will lead the Information Assurance service, which delivers Information Rights, Information Governance, and Information Security services to the three Partner Councils. Line Managing the councils’ Data Protection Officer, and liaising with the Partner Councils’ SIROs.

You will be an established senior IT professional with extensive experience in driving Enterprise and Solution Architecture best practices, aligned to a formal EA methodology.

Having written strategies across disciplines, you will be able to demonstrate how you have advised and influenced to align business and technical ambitions and implemented approaches to support corporate planning.

You will have an in-depth understanding of Information Security and risk management, ideally ISO27005, and be able to define and monitor controls that improve a Cyber Security posture. Any experience of managing an external Security Operations Centre (SOC) will be advantageous.

An offer of employment is conditional upon having the right to work in the UK. HDC does not hold a Sponsorship Licence and is unable to provide a Certificate of Sponsorship (CoS) or take over sponsorship for any role.

However, this is a rolling campaign and we'll be reviewing applications on an ongoing basis and will close the advert early should we receive suitable applications, so please don't delay in applying!

This role will be undertaken on a hybrid working arrangement, with some home working where appropriate. However, candidates should expect to work on-site for most of the time. Candidates should therefore be within commutable distance of our offices across Cambridgeshire and be able to attend meetings as required.

As an employer who values diversity of thought, we seek to hire candidates from a range of backgrounds to make our organisation more innovative. We are seeking candidates for their next career opportunity on a full-time basis.

Please note that the official closing date is as above, and will be the correct date. Some third-party websites may have different dates. Please refer to the HDC website for the official closing date to ensure you do not miss out on applying.

As an employer who values diversity of thought, we seek to employ candidates from a range of backgrounds in order to make our organisation more innovative. We are seeking candidates who are looking for their next career opportunity and are supportive employers, enabling our staff to work in an environment that produces high standards of work in an employee-led environment.

Equality, diversity and inclusion are at the heart of our recruitment and along with our values we are committed to creating an inclusive working environment, where diversity is valued and there is equality of opportunity. We therefore welcome applications from all sections of the community and we offer a range of benefits, including flexitime, to encourage a work-life balance.