Senior Digital Experience Manager

We’re looking for a Senior Digital Experience Manager (Grade 12) to join our Customer Experience team at Elexon and help transform how customers experience our organisation online.

This is a significant transformation opportunity where you’ll lead the transition and redevelopment of our website , reshape our online services and create a more connected, accessible and intuitive digital customer experience.

We’re looking for someone with a proven track record of delivering major website or online services transformations , including managing transitions from existing platforms and suppliers. You’ll bring together multidisciplinary teams, technology specialists and external partners to deliver meaningful improvements across the entire digital customer journey.

Working closely with senior stakeholders, you’ll set the direction for Elexon’s digital experience, ensuring our services are designed around what customers actually need.

What you’ll do:

Digital strategy and transformation

• Lead Elexon’s website and online services transformation , overseeing the transition from existing platforms and suppliers.
• Develop and deliver the digital experience strategy and roadmap , aligned with customer needs and organisational priorities.
• Identify opportunities to connect and improve digital services across the entire customer journey.

Customer experience and design

• Champion user-centred design , using research, analytics and customer feedback to inform digital decisions.
• Establish standards for UX/UI, accessibility, information architecture and usability .
• Improve digital customer journeys, ensuring online services are simple, intuitive and accessible.

Leadership and collaboration

• Lead and develop a multidisciplinary Digital Experience team , building capability and encouraging collaboration.
• Partner with Technology, Product, Communications, Customer Experience and Service teams to deliver joined-up solutions.
• Manage relationships with digital agencies, technology suppliers and external partners , ensuring quality, accountability and value.

Performance and improvement

• Define and monitor digital experience KPIs , using customer insight and performance data to measure success.
• Advise senior stakeholders on digital investment, transformation priorities and opportunities.
• Drive continuous improvement across Elexon’s digital services.

What you’ll bring:

• Proven experience leading a major website or online services transformation from planning through to implementation.
• Experience managing platform migrations, supplier transitions and complex digital change .
• Significant experience in a senior digital experience, digital product or digital services leadership role .
• Strong expertise in UX/UI, user-centred design and digital customer journeys .
• Experience developing and delivering digital strategies and roadmaps .
• Proven experience leading and developing multidisciplinary teams .
• Experience managing digital agencies, external suppliers and technology partners .
• Strong understanding of digital accessibility, usability and information architecture .
• Excellent communication and stakeholder management skills, including experience influencing senior leaders.
• Experience using digital analytics, customer research and performance measures to drive improvements.
• Ability to balance strategic leadership with practical delivery oversight.

It would also be beneficial if you have:

• Experience working in a complex, regulated or technical environment .
• Knowledge of Content Management Systems (CMS) , web platforms and digital ecosystems.
• Experience establishing digital governance frameworks and design standards.
• Understanding of Agile digital delivery and product management .
• Experience managing digital investment, procurement or supplier relationships.
• Knowledge of the energy or utilities sector .

What’s in it for you:

• Salary - £70,000
• Excellent benefits including bonus, private medical insurance and generous pension scheme
• The opportunity to work within a thriving organisation which can support your growth and development
• We operate a hybrid working approach with 2 days in our London office

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