Digital Platform Manager

We are seeking a collaborative and forward-thinking Digital Platform Manager to lead our central digital platform team. In this role, you will provide strategic direction and end-to-end ownership of the utility's customer-facing digital platforms, ensuring they deliver meaningful value to the communities we serve. As Digital Platform Manager, you will shape and champion the overall digital platform strategy, aligning team initiatives with broader business goals and customer needs. You will set clear, measurable objectives - such as enhancing app customer satisfaction and increasing digital self-service adoption - and guide the platform roadmap to achieve these outcomes.

Working closely with colleagues across technology, operations, marketing, and other departments, you will act as the primary point of coordination, fostering strong cross-functional collaboration to deliver a seamless and accessible digital customer experience. You will be accountable for the performance and growth of the digital platform team, creating an inclusive, high-performing environment where diverse perspectives are valued and innovation is driven by a deep commitment to customer-centric solutions. We welcome leaders who are passionate about empowering teams, embracing continuous improvement, and building digital experiences that work for everyone.

Key Responsibilities

• Strategy & Roadmap: Develop and drive the digital platform strategy aligned to company objectives. Define the platform vision and roadmap, prioritising enhancements and features that deliver key KPIs (e.g. customer satisfaction, adoption, efficiency). Regularly refine the roadmap in response to business needs and customer feedback.
• Cross-Functional Leadership: Coordinate across technology, operations, customer care, marketing/communications and other functions to ensure digital initiatives are fully integrated into the wider business strategy. Lead planning sessions and stakeholder meetings to align IT systems, campaigns and operational processes with platform plans.
• Stakeholder Management: Engage senior management and key stakeholders to secure support, funding and resources for digital initiatives. Champion the digital platform at leadership forums, clearly communicating vision, progress and requirements, and maintaining ongoing buy-in to the strategy.
• Team Leadership & Performance: Provide leadership and day-to-day management to the digital platform team (Technical & Ops Lead, Platform Development Lead, CX & Engagement Lead, Delivery Manager). Set clear objectives, monitor performance and hold the team accountable for results. Foster a high-performance culture through mentoring, collaboration, innovation and a strong focus on customer value.
• Platform Delivery Oversight: Oversee the successful delivery of digital platform releases and updates. While the Delivery Manager manages detailed coordination, ensure major deliverables meet business requirements and quality standards. Remove high-level impediments and make decisions on trade-offs or scope changes to keep delivery on track.
• Metrics & Continuous Improvement: Define and track key platform metrics and KPIs (e.g. user engagement, NPS, uptime, cost-to-serve). Review performance regularly to identify improvement opportunities, and lead retrospectives or strategy reviews to ensure lessons learned inform future plans.
• Budget & Resource Management: Manage the team's budget and resources, planning for capability and capacity needs. Make the case for additional investment where required (e.g. tools or upgrades) and ensure effective use of internal and external resources while maintaining strong results.

Skills, Knowledge & Expertise

• Leadership & People Management: Proven ability to lead and develop a cross-functional team, preferably in a platform or digital environment. Strong skills in setting direction, motivating others, and building a collaborative team culture. Experience as a platform manager or similar leadership role in digital projects is highly desirable.
• Strategic Thinking: Demonstrated skill in crafting strategy and translating high-level goals into actionable plans. Able to balance strategic initiatives with tactical execution, and to make prioritisation decisions that align with business value.
• Project/Programme Management: Solid understanding of project management principles (planning, budgeting, risk management) and agile methodologies. Able to oversee multiple initiatives and ensure they are delivered on time. Capable of handling scope changes and ambiguity while keeping teams focused.
• Stakeholder & Communication Skills: Excellent communication and interpersonal skills. Comfortable interacting with senior executives and front-line staff alike. Able to articulate a customer‑centric vision and get buy‑in from diverse stakeholders. Strong negotiation and expectation management skills to handle conflicting priorities across departments.
• Customer-Centric Mindset: Deep empathy for customers and end‑users. Always considers the customer impact in decision‑making and encourages the team to do the same. Experience improving customer experience (CX) or user journeys in prior roles is a plus.
• Business Acumen: Understanding of the utility industry (or a similar service industry) and how digital platforms drive business outcomes. Able to link platform performance with business metrics like customer retention, operational cost savings, or new revenue opportunities.

Education & Experience: Bachelor's degree in Business, Technology, or related field. 5+ years of experience in platform management, digital strategy, or technology leadership roles. A track record of delivering successful digital projects (for example, launching an app or online service) and improving metrics over time.

Job Benefits: At Jersey Electricity, we offer a comprehensive benefit package to support the well‑being of all employees. This includes financial benefits like private healthcare, free onsite parking, discounted electricity rates, and discounts at our Powerhouse shop. We also provide competitive salaries above the living wage and a great pension plan. For your physical and mental wellbeing, discounted Active card membership, free weekly fruit, and access to trained Mental Health First Aiders. We believe in work‑life balance including flexible working and strive to provide you with everything you need to enjoy your job and personal life. We are committed to equal opportunity and value diversity, without discrimination based on race, religion, colour, gender, sexual orientation, gender re‑assignment, parental status, age, or disability.