Digital Experience Lead

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

This 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 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.

• 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.

• 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.

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…