Digital Change Manager

This Digital Change Manager will report to the Digital Change Programme Manager and will work within Customer Services based in our London or Ipswich office. You will be a permanent employee., UK Power Networks is expecting the volumes of low carbon technology to double year on year, driving volumes through our business. You will form part of the Digital Change Team within Customer services, responsible for reviewing and optimising our customer-facing journeys to deliver first-class customer satisfaction, at the same time delivering efficiency of the end-to-end process from a customer effort and an internal user lens. You will solely support the Customer Services Digital Change programme and work as part of a wider change team made up of central change experts and embedded subject matter experts. You will take ownership of the end-to-end customer journeys which spans data and insight through to post service review and will span all departments to affect change. You will design digital solutions that improve our customer journeys and experience, measured by maximising our CSAT scores and reducing cost. Close working relationships will need to be formed and maintained with other groups within IT/IS, connections, asset managers, operations and customer service.,

• Document the As-Is customer and internal team user journey, map current pain points and identify future constraints
• Identify new opportunities to relieve constraints and deliver outstanding customer service, developing a delivery roadmap to meet the business need at the right time. Focus across data, market insights, self-service and efficient delivery and processes;
• Maintain detailed process mapping of As Is and To Be customer and internal team journeys
• Develop supporting business cases for each opportunity and agree internal prioritisation of opportunities to pursue, supporting the Digital Change Programme Manager with wider prioritisation activities
• Gather detailed requirements, working with internal stakeholders across the Business and Information Services via workshops and other engagement mechanisms and identify appropriate digital solutions to mitigate some of the challenges
• Collaborate with Information Services for feasibility, technical requirements and estimation;
• Support the roll-out of prioritised opportunities to timelines, be that digital or business processes
• Identify important testing scenarios and co-ordinate user acceptance testing to ensure the development meets the business need and aligns to regulatory requirements
• Focus on working following Agile methodology and upskilling the wider business in Agile best practices.
  
  You will require digital change management to provide new solutions for which no blueprint already exists. We are looking for someone with good relationship development skills, with a track record in managing the delivery of process and systems change:
• Bachelor's degree or equivalent, ideally in IT related subject and/or product management with experience delivering solutions
• A understanding of journey development life cycles;
• Experience managing multiple stakeholders throughout a digital lifecycle
• Understanding of operational infrastructure environments;
• Experience developing technical solutions that sit across IT Environments
• Product management track record preferable;
• Understanding of electricity networks is preferable;
• Experience working with Salesforce and / or SAP / or Net Call preferable;
• Experience supporting procurement
• Experience working with 3rd party Technical and Application Architects;
• Written, presentational and communicational skills,
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.

Outstanding opportunity for a Digital Change Manager looking 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 attract a salary dependant on your experience and a bonus of 7.5%. This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote Close Date: 08/01/2025. 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.