Director of Customer & Employee Engagement (DoCEE), University of Leeds, Location: Leeds, West Yorkshire, Yorkshire, Reward - Competitive market salary

This is an exciting opportunity for an innovative and customer-focused IT leader to operate at the interface of large-scale transformation of the IT function. The DoCEE will ensure the University benefits from relevant, continuously improved IT and digital services. Responsible for leading the customer, research and employee engagement teams the DoCEE will shape outward facing customer engagement, inward looking IT colleague engagement and Agile coaching. A customer centric focus, empathy, and exceptional communication will deliver a strong culture of collaboration, co-design and continuous improvement to user experience between IT Services and the broader University.


The Role:

  • Through exceptional business partnering, create and deliver multi-year strategic technology roadmaps for data driven initiatives promoting and delivering a culture of service excellence and exceptional customer and employee engagement.
  • With end-to-end accountability for IT user/ customer experience, you will proactively seek opportunities to deliver continuous improvements placing customer at the heart of all business and IT delivery, alongside continuous evolution of IT teams & capabilities.
  • Coach & guide IT & business operations teams in the successful, collaborative delivery of co-designed technology enabled business change. Drive a culture of proactive user and customer engagement as a critical enabler to successful University strategy execution.


The Candidate:

  • As a proven leader with highly developed interpersonal skills, you will naturally develop relationships and influence at all levels within IT to shape culture, professional standards, and the organisation at large to influence demand for IT, digital & data services. Energy, drive, and a relentless focus upon delivery are paramount to success in this large, complex and changing environment.
  • A well-rounded business facing IT leader with proven experience of establishing and leading high performing teams, as well as shaping IT enabled change to drive measurable value, with a relentless focus upon customer experience and delivery. You will be outputs focused, adept at aligning and unifying delivery teams to the University vision.
  • With a strong track record of supporting cross functional collaboration, from initial analysis through to delivery, you will support and enable transformation within IT, and customer experience flowing from IT enabled transformation.



The University, established in 1904, is one of the largest higher education institutions in the UK. We are renowned globally for the quality of our education and research. The strength of our academic expertise combined with the breadth of disciplines we cover, provides a wealth of opportunities, and has a real cultural, economic, societal, and environmental impact.


The University strives to achieve academic excellence within an ethical framework informed by our values of integrity, equality and inclusion, community, and professionalism. Leeds is truly a community, with more than 38,000 students from 170 different countries, over 9,000 staff of 100 different nationalities. Leeds is a member of the Russell Group of universities and is a top ten UK research institution. We are one of the UK’s most prestigious and diverse universities.


How to Apply

The University of Leeds has engaged the services of Berwick Partners (an Odgers Berndtson company), to whom applications should be sent.

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