Customer Engagement and Scrutiny lead

Company
Nigel Wright is working with an established not-for-profit organisation in their search for a Customer Engagement and Scrutiny Lead. Are you passionate about empowering customers, shaping business decisions, and driving a culture of inclusivity and engagement? If so, this could be an exciting opportunity for you! There is hybrid working on offer, the role will be based 3 days per week out of our clients offices in Northumberland.

Role
As the Customer Engagement and Scrutiny Lead, you’ll design and implement a comprehensive strategy to enhance customer involvement. You'll create meaningful opportunities for engagement through both traditional and digital methods, ensuring diverse voices are heard and valued.

Key responsibilities include:

• Developing and delivering a robust engagement framework that removes barriers to participation, ensuring all customer groups are included.
• Establishing an effective mechanism to share customer insights with business leaders, transforming feedback into actionable improvements.
• Overseeing digital engagement tools—such as surveys, polls, and online forums—to capture customer perspectives and drive service enhancements.
• Identifying and facilitating community-based initiatives, using focus groups and qualitative research techniques to connect with a broad range of voices.
• Ensuring compliance with regulatory standards, collaborating with TPAS, and maintaining accreditation.
• Leading and mentoring a Customer Engagement Coordinator to deliver an impactful customer involvement program that drives meaningful change.
• Working closely with the Customer Research & Insight Manager to ensure customer perspectives are effectively represented in business decisions.

Experience and Skills
We’re looking for someone who excels in communication and thrives on collaboration. The ideal candidate will bring:

• Strong active listening and conversation moderation skills, with a commitment to inclusivity.
• Proven experience managing engagement, involvement, and scrutiny initiatives from conception to completion.
• Confidence in liaising with a range of stakeholders, including senior leadership.
• Exceptional verbal, written, and visual communication skills, with the ability to adapt style and outputs to the varying needs of different audiences
• Strong prioritisation and project management skills, with the ability to work efficiently in a fast-paced environment.

If you're passionate about ensuring customers have a voice in shaping business decisions, we’d love to hear from you!