Reference Number - 79567

This Digital Change Programme Manager will report to the Head of Customer Services & Innovation and will work within the Customer Services & Innovation directorate based in either our London or Ipswich office. You will be a permanent employee.

You will attract a salary of £79,953.00 and a bonus of 10%. This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote

Close Date: 17/09/2024.

We also provide the following additional benefits

• 25 Days Annual Leave plus bank holidays
• Personal Pension Plan - Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)
• Tenancy Loan Deposit scheme
• Tax efficient benefits: cycle to work scheme
• Season ticket loan
• Occupational Health support
• Switched On - scheme providing discount on hundreds of retailers products.
• Discounted access to sports and social clubs
• Employee Assistance Programme.

UK Power Networks is proud to be the most reliable, most innovative, and lowest price Distribution Network Operator (DNO). We are the UK's biggest electricity distributor delivering power to 8.4 million homes and businesses across London, the east and southeast of England.

This is an outstanding opportunity to join an industry leading company focussed on facilitating net zero and to deliver tangible impact on our environment. On offer is a progressive role within the business that has seen 100% growth in service provision year on year. Clear progression opportunities are available within the business and the chance to work with the senior team at the forefront of our growth.

You will have direct line of sight to EMT and drives the strategy for digital change to positively impact CSAT and costs

Dimensions:

• Department budget £2-3m per annum
• Line management of 4 FTE

Job Purpose

You will set a holistic strategy for our internal and external Digital Change within customer services. You will lead our Digital Change team within Customer Services, responsible for introducing and optimising our internal and external customer-facing digital journeys to deliver first-class customer satisfaction, while at the same time delivering end-to-end business process efficiencies.

Principal Accountabilities:

Strategy and Leadership

• Lead the Digital Change team to increase outstanding customer satisfaction and be recognised as the leading DNO across all our service areas.
• Work with fellow digital leaders to develop and deliver the wider organisational digital strategy and ensure all digital activity within Customer Services is aligned to it.
• Build the Digital Change brand to give clarity of our role, enhance our profile, and cement visibility of our team both internally and externally.

Programme Delivery

• Develop programme performance metrics to support the delivery of digital change workstreams and related deliverables.
• Improve the existing governance and Delivery Methodology and set standards for design to drive consistency across digital service workstreams.
• Produce and present regular updates and reports for senior and executive partners on overall programme benefits, progress, and performance.
• Manage the benefits tracking and realisation plans for all Digital Change delivered by the team, ensuring that this can be measured and tracked and supports the wider Customer Services strategy.

Line Management

• Set clear accountabilities, goals and priorities for the team to drive high performance and maximise the value delivered according to organisational goals.
• Stimulate an outcomes focussed approach alongside a measurement mindset to realise and drive benefits from the Digital Change we deliver.
• Ensure the team have the right resources, tools and training to perform their roles effectively thereby setting them up for success.

Qualifications

• Educated to degree level or equivalent in engineering or a related field.
• The ability to act as an expert and advisor on Digital Change and be able to demonstrate an understanding of the departments you work in.
• The ability to plan, manage and deliver multiple projects in respect of Digital Change within a performance driven and customer focused business.
• Experience developing and delivering organisational and department level digital strategies which address the needs and challenges of a high-profile industry-leading organisation.
• The expertise necessary to advise on the strategic development and utilisation of Digital Change to improve customer experience and satisfaction.
• Experience in the development and delivery of digital strategies and services which support organisational goals, including horizon scanning and monitoring of industry trends
• Ability to devise monitoring and evaluation metrics and produce evidence-based recommendations for digital plans and strategies.
• Experience of the successful utilisation of innovative processes and project management and design techniques such as design thinking, co-creation, agile delivery, and service blueprinting.
• Excellent written communication skills to write strategies, plans, recommendations, and reports, on the development and management of Digital Change.
• Experience of inspiring and motivating teams, setting clear goals, delegating tasks, and setting deadlines alongside line management and, multi-disciplinary teamwork.
• Experience managing budgets, financial forecasting, and tracking planned and unexpected spending.
• A very high level of digital literacy, particularly tools, systems, and analytics.