Fran Lautman | Assistant Director of Customer Experience
Oldham Council

Fran Lautman is Assistant Director of Customer Experience at Oldham Council. Fran has responsibility for driving customer experience improvement and embedding a resident focused approach at all levels of the organisation in addition to leading the delivery of several resident facing services.

Fran champions resident focussed solutions that improve experiences and at the same time deliver efficiencies for the council. She is people focussed and passionate about improving the customer experience for everyone – she believes that digital inclusion, partnership working and working together with residents make this happen in practice.

Fran has recently established the council’s place-based customer offer across five districts, ‘Donate IT Oldham’, a device gifting and recycling scheme reducing barriers to digital access and has led the development of the council’s new Customer Service Centre.

Fran joined Oldham Council in 2012 as a Graduate Management Trainee on the LGA’ National Graduate Development Programme. She has held several roles in areas including commercial and contract management, customer strategy and service delivery and development.

A committed life-long learner, Fran holds qualifications in Leadership and Management, Customer Experience and Contract Management. She has recently completed the SOLACE Springboard programme developing the next generation of senior leaders in local government.