Digital Experience Officer

Reference 188913 Digital Experience Officer Erdington, Birmingham £37,296.00 per annum 37.5 hours per week Closing date 26th September 2026 About the role

The purpose of the role is to own and lead the organisation's business systems, including the Housing Management System, CRM, and core business applications, driving their development, usage, training, and continuous improvement. Acting as the bridge between technology and business operations, you will ensure that Trident's digital tools are fully leveraged to deliver outstanding services to customers and colleagues. You will take a leading role in the Digital Champions programme, embedding digital adoption across the organisation, and work in partnership with stakeholders across every department to translate business needs into system solutions.

• Own the operational and strategic development of the organisation's core business systems (Housing Management, Finance Systems, HR Systems, LMS, CRM, and associated platforms), ensuring they are fit for purpose, well-governed, and aligned to the evolving needs of the organisation.
• Lead the requirements-gathering process for system changes and enhancements, working with business stakeholders to define, document, and prioritise needs, and translating these into clear specifications for vendors, developers, and delivery partners.
• Own the development and implementation of Power Automate workflows, process automation, and digital forms (including MS Forms), ensuring these follow agreed governance and approval routes.
• Work with the Insights and Innovation team to ensure reporting requirements are identified, documented, and prioritised, and that data quality within business systems is maintained
• Design and deliver training plans, communications, and change support for system rollouts, upgrades, and digital transformation initiatives, ensuring colleagues are engaged and supported through change.
• Drive digital inclusion and adoption across all teams, identifying pockets of low engagement and developing targeted interventions to raise capability and confidence.
• Support the Technology & Digital Manager in ensuring systems comply with information governance requirements, regulatory standards, and the Group's Information Security Policy.

• Housing-sector systems (Rubixx, Dynamics, Orchard, etc.)
• Solid experience as a business systems or digital adoption professional, with demonstrable capability across both business-as-usual operations and project-based delivery.
• Good hands-on experience of Housing Management Systems, Finance systems, or equivalent business-critical enterprise applications, with a clear understanding of their role in a social housing context.
• Practical experience of business analysis, including requirements gathering, process mapping, options analysis, and UAT coordination.
• Working knowledge of the Microsoft Power Platform, particularly Power Automate, and an understanding of how automation can drive operational efficiency.
• Working knowledge of digital adoption and change management approaches, including delivering training, building champions networks, and supporting colleagues through change.
• Strong analytical and problem-solving skills, with the ability to balance competing priorities across BAU operations and project workloads.
• Collaborative and supportive team player, with the ability to both take direction from senior colleagues and provide clear guidance to less experienced ones.
• Analytical with the ability to think holistically; seeing both the operational detail and the broader organisational picture at the same time.
• Ability to confidently lead training sessions, where necessary, to individuals, groups, or departments on a range of…