Digital CX Lead: Demand & Portfolio Governance

Great British Energy Group; Aberdeen City; On-site; GBP 92,000 - 129,000; Full time

Benefits offered by this job

Disability Confident employer

Armed Forces Covenant

Job summary

Great British Energy is seeking a Digital Customer Experience Lead for a 6-month contract, based onsite in Aberdeen. You will manage digital/IT demand, triage requests, and coordinate commissioning with ICS and external suppliers, ensuring formal approval pathways and governance are followed.

You will engage senior stakeholders to prioritise the portfolio, maintain demand visibility, and develop repeatable front-door templates for the permanent function.

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, MSP or internal supplier from business need through to service acceptance.
• Working knowledge of investment approval and governance processes.
• 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. Replace informal routing with a logged, prioritised process.
• Triage incoming requests and route to ICS, suppliers or the delivery portfolio.
• Own the route for commissioning work from ICS, through scoping, assurance and approval to service acceptance.
• Identify investment approvals or governance requirements and hold until approval is in place.
• Maintain a demand record and report demand against capacity for prioritisation.
• Engage senior stakeholders on prioritisation and manage current informal demand.
• Develop templates and guidance to make the process repeatable and hand over a permanent front door.

Skills

Demand management

Service desk

Business relationships

Stakeholder credibility

Job description

Great British Energy is seeking a Digital Customer Experience Lead for a 6-month contract, based onsite in Aberdeen. You will manage digital/IT demand, triage requests, and coordinate commissioning with ICS and external suppliers, ensuring formal approval pathways and governance are followed.

You will engage senior stakeholders to prioritise the portfolio, maintain demand visibility, and develop repeatable front-door templates for the permanent function.