Digital Improvement Partner in Lichfield

Working Pattern:

Full time, Part time, Job Share, Flexible Working

Contract Type:

Permanent

Closing date:

Tuesday 22nd September 2026 at 11:55pm

Job Description for Digital Improvement Partner

Are you passionate about improving services, solving complex operational challenges and using digital technology to deliver better outcomes for customers?

We are seeking an experienced Digital Improvement Partner to lead the design and delivery of transformative improvements across Defence Housing Services (DHS). This is an exciting opportunity to drive meaningful change, combining continuous improvement, digital innovation and service design to enhance customer experience, operational performance and value for money.

Taking ownership of improvement opportunities from initial problem through to implementation and benefits realisation, you will work closely with operational teams, stakeholders and suppliers to develop practical, data-driven solutions to complex service challenges. Using customer insight and evidence to identify root causes, you will design and deliver improvements that create measurable benefits for Service personnel and their families.

A key aspect of the role is driving digital innovation, including improving existing systems, processes and services, while identifying opportunities for automation, self-service, workflow improvements and data-enabled solutions. You will challenge existing ways of working, influence stakeholders across the DHS operating model and supply chain and support the successful delivery and adoption of service improvements.

Reporting to the Head of Customer Experience & Insight, you will play a key role in improving service performance, operational effectiveness and customer outcomes. Experience within housing, accommodation or property services, particularly in supplier-led environments, would be advantageous, as would familiarity with digital housing platforms such as HomeHub or similar technologies.

What you'll be doing

Leadership and Team Management

• Lead and support the SEO Improvement Support Officer, setting priorities and embedding effective, user-centred ways of working (e.g. agile, user-centred design) that enable improvements to be delivered at pace.
• Foster a culture of continuous improvement across the Customer Experience & Insight function and wider Defence Housing Services (DHS).
• Lead the delivery of improvement initiatives from problem identification through to implementation and benefits realisation.
• Use data, customer insight and operational evidence to identify root causes, develop solutions and improve service performance, efficiency and customer experience.
• Design, test and implement sustainable improvements to services, processes, systems and ways of working.
• Manage and prioritise a pipeline of improvement activity, focusing on customer impact, operational value and strategic priorities.
• Lead pilots and test-and-learn activity where this provides a proportionate means of validating proposed improvements.

Digital Improvement and Solution Delivery

• Identify opportunities to use digital technology, automation and data to improve housing services and operational performance.
• Translate business and customer needs into practical digital solutions, working closely with technical teams, product specialists and suppliers.
• Assess and enhance existing digital services while driving the development of new technology-enabled solutions where required.
• Use performance data and user feedback to continuously improve digital services and maximise benefits.

Supplier and Housing Sector Collaboration

• Work with accommodation and service delivery partners to improve performance and deliver better outcomes across the housing supply chain.
• Build strong relationships while constructively challenging performance, processes and service delivery where improvements are needed.
• Drive initiatives that improve collaboration between DHS, suppliers and customers, reducing inefficiencies and enhancing the end-to-end customer experience.

Customer Insight and Governance

• Collaborate with insight, analytics and portfolio teams to ensure improvement activity is informed by robust evidence and aligned to organisational priorities.
• Support the development of performance measures and governance arrangements that demonstrate the impact of improvements.

Performance and Assurance

• Monitor the effectiveness of improvements, using data, benchmarking and customer feedback to identify further opportunities for optimisation and innovation.

Person specification

We're looking for someone who combines strategic thinking with practical delivery and has a proven track record of leading operational and digital improvements in complex environments. You'll be skilled at identifying service improvements, solving operational challenges and turning customer and business needs into effective solutions. You'll bring a strong understanding of digital service delivery and work confidently with technical specialists, product teams and suppliers to deliver successful outcomes. You'll also be a collaborative and influential leader who builds effective relationships across organisational boundaries, uses data and insight to inform decisions, and remains focused on delivering meaningful improvements for service users.

To be successful with your application, you'll need to show that you meet the following essential criteria:

• Significant experience of leading and delivering continuous improvement activity in a complex operational service.
• Strong commercial and supplier-management awareness, with the ability to challenge suppliers constructively and hold them to account for outcomes.
• Significant experience of working with external suppliers and managing improvement across organisational boundaries.
• Experience of working with accommodation or housing technology platforms, including HomeHub or comparable products.
• Experience in housing/facilities management.

The successful candidate must hold or be willing to work towards holding a formal housing qualification by 2029, subject to approval.

Whilst this role is advertised as a full‑time position of 37 hours per week, we recognise the benefits of flexible working and are open to discussing part‑time hours, job share arrangements, or other flexible working patterns with suitable candidates. Regular in‑person attendance is required (this is expected to be approximately 40% of your working week) to promote the benefits of face‑to‑face collaboration alongside flexibility of hours to support work‑life balance and business need. You may also be required to travel occasionally to DMS Whittington. Initially, you may be expected to attend more frequently to familiarise yourselves with the site, the team, and your role.

Behaviours

• Managing a Quality Service
• Working Together

Technical skills

• Adaptability to change (practitioner)
• Operational leadership and management (practitioner)
• Data and insight (working)

Alongside your salary of £61,630, Ministry of Defence contributes £17,854 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• 25 days' annual leave plus one day a year up to 30 days after five years, and eight bank holidays
• An extra day off to honour the sovereign's birthday
• Flexible and hybrid working wherever possible to support your work‑life balance - attending site a few days each week will be required and encouraged, depending on your role and team.
• Market‑leading employer pension contribution of around 28.97%
• Enhanced parental leave schemes
• Recognition awards
• Access to specialist training and funded professional qualifications
• Support for progression
• Huge range of discounts – plus more!

The post does not offer relocation expenses (move of home, excess fares or temporary transfer). Non Standard move applicants will be eligible for the full package, subject to eligibility.