At a Glance
- Tasks: Lead digital experience management to enhance user satisfaction and service efficiency.
- Company: Join SSE, a leader in energy transition and innovative technology.
- Benefits: Enjoy flexible working, competitive salary, and wellness perks like free online GP access.
- Other info: Be part of an inclusive workplace that values diverse backgrounds and perspectives.
- Why this job: Make a real impact on user experiences while driving digital transformation.
- Qualifications: Experience in service management, user research, and stakeholder engagement required.
The predicted salary is between 50100 - 75100 £ per year.
Base Location: You'll be expected to spend 50% of your working week in one of the following locations: Reading, Havant, Glasgow or Perth.
Salary: £50,100 - £75,100 + a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent | Full Time | Flexible First options available.
The role sits within a team who design, develop and deliver a tooling-aligned Service Management framework, with a focus on enhancing the end-to-end service value chain in line with ITIL and SIAM industry best practice. The Digital Experience Lead focuses on ensuring services work as smoothly, efficiently and effectively as possible to meet user needs and preferences. To do this, the role defines the overall approach to digital experience management and puts in place measures to track performance and impact. A core focus of the role is to identify digital experience enhancements and drive performance so that services are easy to use, reliable and deliver value to users. The role works closely with Product Owners and Service Owners from across multiple IT teams to design, improve and evolve services that people want to use and in support of SSE’s business objectives.
You will:
- Digital Experience Management Approach: Define and develop the overall approach to digital experience management, working with Product and Service Owners to drive enhancements to IT services that meet user needs and preferences in line with strategic goals.
- Performance Measures & Monitoring: Define performance measures that are reflective of customer and user experience, reporting on key metrics to drive experience-focused outcomes across the enterprise. Maintain an oversight of service enhancements to monitor the impact to overall digital experience via effective governance.
- Digital Journey Experiences: Lead activity to define user personas that represent key SSE roles and ways of working. Identify the critical digital journeys and touchpoints for these users and lead activity to remove friction and pain points. Use this insight to improve productivity and deliver a consistently effective end-to-end digital service experience.
- Data-Driven Enhancements: Determine, measure and report on user experience and satisfaction with IT service(s) using data from technical, performance, and experience sources to enable Product and Service Owners to design and implement solutions that will drive measurable improvements.
- ‘As a Service’ Advocacy: Build and support an active 'as a service' community by working closely with IT teams and service users. Act as a link between users and delivery teams to represent the Voice of the Customer in the design and improvement of services. Stay up to date with industry best practice and emerging trends in digital experience management, applying these to improve how services are designed and delivered.
You have:
- Service management and digital experience knowledge with a good understanding of ITSM frameworks, user-facing services, and emerging best practice such as XLAs.
- Experience in leading delivery and performance against strategic objectives, using data, measures and outcomes to drive service improvement.
- Experience in customer-centred improvement approaches, including user research, journey mapping, personas and service enhancement in partnership with stakeholders.
- Excellent stakeholder engagement and influencing skills, with the ability to communicate messages effectively and persuasively, including through storytelling.
- A resilient, collaborative and adaptable approach, with a strong customer focus, a continuous improvement mindset, and the ability to work independently while supporting team success.
About SSE: SSE’s purpose is to provide energy needed today while building a better world of energy for tomorrow. We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. Our Transforming for Growth investment plan sees us investing £33bn in critical electricity infrastructure across the five years to 2030. Our IT division powers growth across all SSE business areas by making sure we have the systems, software and security needed to take the lead in a low carbon world. They provide expertise, advice and day-to-day support in emerging technologies, data and analytics, cyber security and more.
Flexible benefits to fit your life: Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.
Work with an equal opportunity employer: SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact David.Brickell@sse.com / 01738 275846 to discuss how we can support you. We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.
Digital Experience Lead in Perth employer: SSE PLC
SSE is an exceptional employer that prioritises employee wellbeing and growth, offering a flexible working environment across multiple locations including Reading, Havant, Glasgow, and Perth. With a commitment to inclusivity and a robust benefits package that includes private healthcare discounts, wellbeing services, and generous family entitlements, SSE fosters a culture of collaboration and continuous improvement, making it an ideal place for professionals seeking meaningful and rewarding careers in the energy sector.
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We think this is how you could land Digital Experience Lead in Perth
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We think you need these skills to ace Digital Experience Lead in Perth
Some tips for your application 🫡
Show Off Your Passion for Learning:When applying for a role in digital learning and education at SSE PLC, make sure to sprinkle your application with examples of your enthusiasm for teaching and learning technologies. Share specific experiences where you've used, designed, or implemented digital learning solutions, as this shows us that you truly get the field.
Highlight Relevant Education and Certification:In the digital learning space, having a strong educational background can set you apart. Don't shy away from showcasing your degrees, certifications, or relevant courses related to e-learning, instructional design, or educational technology. We love seeing candidates who have actively invested in their learning journey!
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Craft a Compelling Cover Letter:In your cover letter, express not just your qualifications, but your vision for the future of digital education. Discuss how your experiences align with the mission of SSE PLC and highlight any innovative ideas you might have for enhancing learning experiences. This is your chance to connect with us on a deeper level!
How to prepare for a job interview at SSE PLC
✨Get Hands-On with Learning Technologies
Familiarise yourself with common digital learning tools and platforms, like LMS systems or authoring tools that SSE PLC might use. Understanding these will give you an edge and show you’re ready to jump in from day one!
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Prepare a portfolio of your past projects if you have them, or create sample lesson plans or digital content demos. Being able to discuss your creative approach to engaging students can really set you apart in a full-time role at SSE PLC.
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