Digital Improvement Supervisor

ICAEW; Milton Keynes; Hybrid; GBP 36,000 - 41,000; Full time

Benefits offered by this job

Private Medical Insurance

24 days' holiday

Gym discounts

Travel loans

Retail perks

Enhanced family leave

Wellbeing support

Volunteer day

Job summary

ICAEW in Milton Keynes is seeking a Digital Improvement Supervisor to lead a specialist team and deliver digital self-service enhancements across multi-channel enquiries. The role supports ICAEW's digital-first ambition and requires strong governance and data-driven improvement.

You will collaborate with stakeholders across the organisation, drive continuous improvement, and ensure high service standards while balancing priorities in a fast-paced environment.

Qualifications

• Proven experience leading customer-focused teams.
• Track record of service improvement or digital change.
• Ability to translate data into performance improvements.
• Excellent stakeholder communication and influencing skills.

Responsibilities

• Lead, coach and develop a high-performing digital improvement team.
• Own the delivery and optimisation of digital self-service solutions for a multi-channel enquiry service.
• Use operational data and customer feedback to identify opportunities and measure impact.
• Partner with ICAEW stakeholders to streamline processes and support campaigns.
• Oversee quality, knowledge management and service standards across channels.

Skills

Team leadership

Coaching

Stakeholder management

Data analysis

CRM software

Microsoft Office

Digital improvement

Tools

CRM software

Microsoft Excel

Job description

At The Institute of Chartered Accountants England & Wales (ICAEW), you'll be part of an organisation that's shaping the future of business, finance and the accountancy profession on a global scale. Our bold Direction 2030 strategy puts members, innovation, sustainability and trust at the heart of everything we do; creating an exciting, forward looking environment where your work has real impact. We invest in our people through our benefits package, continuous development and a supportive, inclusive culture that empowers you to grow and thrive. If you're looking for a role with purpose, influence and opportunity, ICAEW is a place where your future can truly take shape.

We're looking for a Digital Improvement Supervisor to join our team in Milton Keynes on a permanent basis. This role offers a salary of £36,400 - £40,680 per annum with a hybrid working pattern.

Lead the development and delivery of digital self-service solutions that improve the user experience, increase operational efficiency and support ICAEW's digital-first ambition.

The role provides leadership to a specialist team, driving continuous improvement across Service Centre channels through technology, insight, stakeholder engagement and strong operational governance.

What you will be doing:

• Lead, coach and develop a high-performing digital improvement team, creating a culture of continuous improvement, accountability and growth.
• Own the delivery and ongoing optimisation of digital self-service solutions that support a first-class, multi-channel enquiry service.
• Use operational data, insight and customer feedback to identify improvement opportunities, prioritise activity and measure impact.
• Partner with stakeholders across ICAEW to streamline processes, support campaigns and ensure digital solutions meet member, student and user needs.
• Oversee quality, knowledge management and service standards across digital and assisted-service channels

What you will need:

• Proven experience leading, coaching and developing teams in a customer-focused operational environment
• Strong track record of delivering service improvement, digital adoption or process change
• Confident using data and insight to improve performance, quality and customer outcomes
• Excellent stakeholder management, communication and influencing skills
• Strong working knowledge of CRM, Microsoft Office and operational systems
• Sound judgement, resilience and the ability to manage competing priorities in a fast-paced environment

Please see full job description attached.

What you can expect from us

We believe doing your best work starts with feeling supported both professionally and personally. That's why we offer a range of benefits designed to give you flexibility, security, and peace of mind:

• Private Medical Insurance
• 24 days' holiday, and the option to buy or sell extra days
• Everyday savings through gym discounts, travel loans, and retail perks
• Enhanced family leave, including up to 6 months on full pay
• Ongoing wellbeing support, including access to CABA
• A paid day each year to volunteer for a cause that matters to you

It's all part of creating an environment where you can thrive, in work and beyond. For a full overview of our benefits package please see below.

Additional Information

Who We Are

Diversity & Inclusion

Governance