Job Description

Head of User-Centred Design and Customer Experience - Grade 12 - 75,144-84,384 per annum

Please note: If you have previously applied for this role and were not shortlisted, we kindly ask that you do not reapply on this occasion, as your application has already been fully considered.

About the Role

This is a pivotal role at the heart of Havering's digital transformation. You'll lead the development of enterprise and solution architectures that underpin our digital services, ensuring they are scalable, secure, and aligned with our strategic goals. You'll be responsible for embedding user-centred design across the council while also driving the adoption of emerging technologies and ensuring robust data and systems architecture.


You'll lead multidisciplinary teams--including solution architects, data engineers, and adoption specialists--to deliver seamless, intuitive, and resilient digital services. This role is as much about strategic planning, systems thinking, and enterprise transformation as it is about user experience.

Key Responsibilities

Lead the development of multi-dimensional solution and enterprise architectures to deliver business outcomes and service transformation. Champion user-centred design while ensuring alignment with technical, operational, and strategic requirements. Drive the adoption of emerging technologies and digital solutions across the council. Lead the council's data and systems architecture, ensuring compliance, performance, and availability. Contribute to high-level policy and strategic planning, including technology procurement and standards. Evaluate contracts and suppliers to ensure value for money and alignment with business objectives. Inspire and lead cross-functional teams, fostering a culture of innovation and continuous improvement.

About You

We're looking for someone who brings:


Proven experience in enterprise and solution architecture within a large, complex organisation. A track record of leading digital transformation initiatives that go beyond front-end design. Strong leadership and stakeholder engagement skills. Expertise in balancing user needs with technical feasibility, cost-effectiveness, and strategic alignment. A degree or equivalent experience, with relevant certifications in architecture or digital strategy.
This role will be carried out via hybrid working, consisting of a combination of remote working and office based working. Face to face engagement and communication sessions will be necessary.

For an informal discussion about the post, please contact

Mark.Duff@havering.gov.uk

The closing date for the receipt of applications is 19/06/2025

, however interest in this job may be high and we therefore reserve the right to close the vacancy early.


You will be notified if your application has been successful. Interview date to be confirmed.


Should you require any help or advice with your online application, please contact the Recruitment Helpdesk on 01708 432770.

We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means to Choose Havering .


The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.

Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role.

We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.

*About Us

With its excellent transport links into central London, extensive town centre regeneration and the highest concentration of green space anywhere in London, Havering has a unique offer as a place to live, work and visit. By making the most of its position and opportunities, Havering is becoming a hub for start-ups and expanding businesses, as well as construction, logistics, engineering and manufacturing industries.
Find out why you should work for Havering Council .