Digital Change Programme Manager

at  UK Power Networks

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

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.
Collaborate with service area leads and departments to help define how we shape internal processes, resources, workflow and governance to deliver the best customer experience, particularly online.
Monitor industry trends, competitor activity, and latest technologies to shape future Digital Change.
Champion data led decision making and innovative practice alongside human centred design, co-creation and agile approaches to guide service development across the organisation.
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.
Identify and report on programme level risks and dependencies and serve as the point of escalation for issues, queries and conflicts.
Work with finance teams to set the annual programme budget and manage the budget on an ongoing basis with management accountant support.
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.
Manage team and associated resource dependencies, identifying any capacity challenges and implementing plans to avoid them.
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.
Ability to collaborate and influence within and beyond the organisation.
Experience promoting continuous improvement and data-informed decision making, taking a build-measure-learn approach without affecting customer satisfaction.
Experience with how digital tools can increase accessibility, diversity and inclusion.
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.
Health & Safety Responsibilities
Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.
Employees will ensure they understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.
If in doubt ask!
We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace