Digital Customer Experience Lead - 6m Contract, Aberdeen

Public Sector Resourcing; Aberdeen City; On-site; GBP 92,000 - 129,000; Full time

Job summary

Great British Energy is hiring a Digital Customer Experience Lead on a 6-month, inside IR35 contract to be based onsite in Aberdeen. The role focuses on establishing a single entry point for IT and digital demand, triaging requests, and coordinating with internal and external suppliers to drive delivery and governance commitments.

The role requires experience in demand management, service desks, or business relationship management, and strong capability to work with senior stakeholders and

Qualifications

• Experience running demand management, service desk or business relationship management for an IT or digital function, including triage and prioritisation.
• Experience commissioning work from a shared service, managed service provider or internal supplier, from business need through to service acceptance.
• Working knowledge of investment approval and governance processes, and the judgement to recognise what needs formal approval before it proceeds.
• Credible with senior stakeholders, able to hold a prioritisation line without an established mandate.

Responsibilities

• Establish and run a single point of entry for digital and IT demand across GBE, replacing informal routing with a logged and prioritised process.
• Triage incoming requests, resolving what can be resolved directly and routing the rest to ICs, to suppliers, or into the delivery portfolio.
• Own the route for commissioning work from ICs, from business need and funding through scoping, assurance and approval to service acceptance.
• Identify requests that require investment approval or Digital Investment Governance Committee submission, and hold them until that approval is in place.
• Maintain a demand record and report demand against capacity to inform prioritisation and forward planning.
• Engage senior stakeholders across directorates on prioritisation, and take on the demand currently absorbed informally.
• Report on the digital portfolio to the CDIO and the Digital Investment Governance Committee, including the written progress report in months the Committee does not sit.
• Develop the templates and guidance that make the process repeatable, and hand over a working front door to the permanent function.

Skills

Demand management

Service desk

Business relationship mgmt

Investment governance

Job description

Great British Energy is hiring a Digital Customer Experience Lead on a 6-month, inside IR35 contract to be based onsite in Aberdeen. The role focuses on establishing a single entry point for IT and digital demand, triaging requests, and coordinating with internal and external suppliers to drive delivery and governance commitments.

The role requires experience in demand management, service desks, or business relationship management, and strong capability to work with senior stakeholders and