Citizen Experience Executive Masterclass
1-day strategic-awareness masterclass that equips senior public-sector leaders to set citizen-experience direction with strategic clarity.
Citizen experience is not a project
The Citizen Experience Executive Masterclass (CXEM) is a 1-day ICXI strategic-awareness programme for senior leaders in central government, local authorities, NHS bodies, blue-light services, regulators and devolved administrations: the leaders who set citizen-experience direction but do not deliver it day to day. Across six tightly paced sessions it moves from why citizen experience now defines modern government, through the economics of poor service, trust and public value, and global best practice, to the leadership that makes citizen-centred transformation succeed, closing with each leader’s personal CX leadership agenda.
1 day
09:00 to 16:30
Classroom or live virtual
For senior government leaders
Six executive sessions
Globally benchmarked
Certificate of Attendance
Issued by ICXI
The one-day agenda
Six executive sessions, from why citizen experience defines modern government to your own CX leadership agenda.
Six executive sessions
- S1The Citizen Experience Imperative
Why CX defines modern government: the Amazon effect, declining trust, failure demand and CX as a strategic capability.
- S2The Economics of Experience
The cost of failure demand, channel economics, the complaint iceberg, prevention versus failure cost, SROI and making the budget case.
- S3Trust, Legitimacy & Public Value
Moore’s Public Value Theory, the social contract, trust dimensions, procedural justice, the equity imperative and rights-based delivery.
- S4What Good Looks Like
Estonia, Singapore, the UAE, the UK Government Digital Service and Canada, and the success factors they share.
- S5Leading the CX Organisation
Governance, culture, executive measurement, capability, breaking silos and leaders as role models.
- S6Your CX Leadership Agenda
30-day quick wins, 3 to 6 month priorities, a 12-month ambition and a personal commitment made in front of peers.
Who it is for, and what you gain
Who should attend
- Permanent Secretaries, Director Generals and Chief Executives accountable for whole-organisation citizen experience
- Strategic Directors and senior service Directors leading multi-service portfolios in councils, NHS bodies and central departments
- Cabinet Members, council Leaders and senior politically appointed officials
- Non-Executive Directors, board members and audit or scrutiny chairs
- Newly appointed senior leaders who need a strategic command of citizen experience
- Leadership teams attending together to align on one citizen-experience direction
What you will leave with
- Why citizen experience now defines modern government, and the strategic risk of the expectation gap
- The financial cost of poor citizen experience: failure demand, channel economics, the complaint iceberg and SROI
- Citizen experience as a democratic imperative: trust, legitimacy, public value, procedural justice and equity
- Global best practice from Estonia, Singapore, the UAE, the UK (GDS) and Canada
- How to lead the CX organisation: governance, culture, measurement, capability and role-modelling
- A personal CX leadership agenda, and the ICXI Certificate of Attendance
How it fits the Academy pathway
The Citizen Experience Executive Masterclass is the first step of a three-step pathway: the two-day CX Practitioner (Public Sector & Government) certification builds applied capability in the teams who deliver citizen experience, and the five-day CX Professional Diploma builds accredited specialism. There are no prerequisites. Related public-sector programmes include CX Measurement & Analytics (Public Sector), the Certified VoC Practitioner (Public Sector) and Responsible AI in CX (Public Sector). For commercial-sector leaders, ICXI runs the CX Executive Masterclass.
Related courses.
Academy · 2 days
CX Foundation
Working knowledge of the ICXI 12 CX Pillars Framework: the foundation every other Academy programme builds on.
Academy · 1 day
CX Executive Masterclass (Commercial)
Strategic awareness for senior commercial leaders setting CX direction without delivering it day-to-day.
Academy · 2 days
CX Practitioner: Public Sector & Government
Two days, nine modules: the practitioner middle tier of the public-sector trio (CXEM, CXPSG, DiCX).
Book the Citizen Experience Executive Masterclass
Book seats on a public cohort, arrange an in-house masterclass for your top team or board, or discuss a combined masterclass and practitioner cascade for your whole organisation.
Frequently asked questions
Who is the Citizen Experience Executive Masterclass for?
Senior public-sector leaders who set citizen-experience direction: permanent secretaries, director generals and chief executives; strategic and service directors in councils, NHS bodies and central departments; cabinet members, council leaders and senior political appointees; non-executive directors and audit or scrutiny chairs; newly appointed senior leaders; and leadership teams attending together.
How long is it and how is it delivered?
One day, 09:00 to 16:30, in six executive sessions plus a close. It is tutor-led in a classroom or live virtual, at executive pace, with structured reflection, peer challenge and personal action planning.
Is there an exam?
No. Instead, each delegate commits to a personal CX leadership agenda at the close of the day: 30-day quick wins, 3 to 6 month strategic priorities and a 12-month transformation goal. Delegates receive an ICXI Certificate of Attendance.
What will I be able to do afterwards?
Explain why citizen experience now defines modern government, put a price on poor service through failure demand, channel economics, the complaint iceberg and SROI, frame CX as a matter of trust and public value, apply lessons from Estonia, Singapore, the UAE, the UK and Canada, and lead the CX organisation.
What makes it different?
It is built for leaders who set direction rather than deliver day to day, and is anchored in public value, democratic legitimacy and statutory accountability rather than commercial framing. Every delegate leaves with a personal leadership agenda committed in front of peers, not a generic action list.
How does it fit ICXI's other courses?
It is step one of a three-step pathway: the masterclass for senior leaders, the two-day CX Practitioner (Public Sector & Government) certification for the teams who deliver, and the five-day CX Professional Diploma for accredited specialism.