Senior Digital Experience Manager

Elexon; Greater London; Hybrid; GBP 63,000 - 77,000; Full time

Benefits offered by this job

Bonus

Private medical insurance

Generous pension scheme

Hybrid work (2 days in London office)

Job summary

We’re seeking a Senior Digital Experience Manager at Elexon to lead the transformation of our website and online services within the Customer Experience team. You’ll shape the digital experience strategy and manage cross-functional delivery with technology, product, and partner teams.

You’ll drive user-centred design, accessibility, information architecture and usability, ensuring our online journeys are simple, intuitive and accessible for customers across touchpoints.

Qualifications

• Proven experience leading major website or online services transformations.
• Experience migrating platforms and managing suppliers and transitions.
• Senior leadership in digital experience, product or services roles.
• Strong expertise in UX/UI and digital customer journeys.
• Ability to develop and deliver digital strategies and roadmaps.
• Experience building and guiding multidisciplinary teams.

Responsibilities

• Lead Elexon’s website and online services transformation, overseeing transitions from existing platforms and suppliers.
• Develop and deliver the digital experience strategy and roadmap aligned with customer needs and priorities.
• Collaborate with Technology, Product, Communications and Service teams to deliver joined-up solutions.
• Define and monitor digital experience KPIs using customer insight and performance data.
• Manage relationships with digital agencies, technology suppliers and external partners.

Skills

Website transformation

Digital leadership

UX/UI design

Stakeholder management

Tools

CMS platforms

Job description

We’re looking for a Senior Digital Experience Manager (Grade 12) to join our Customer Experience team at Elexon and help transform how customers experience our organisation online.

This is a significant transformation opportunity where you’ll lead the transition and redevelopment of our website, reshape our online services and create a more connected, accessible and intuitive digital customer experience.

We’re looking for someone with a proven track record of delivering major website or online services transformations, including managing transitions from existing platforms and suppliers. You’ll bring together multidisciplinary teams, technology specialists and external partners to deliver meaningful improvements across the entire digital customer journey.

Working closely with senior stakeholders, you’ll set the direction for Elexon’s digital experience, ensuring our services are designed around what customers actually need.

What you’ll do:

Digital strategy and transformation

• Lead Elexon’s website and online services transformation, overseeing the transition from existing platforms and suppliers.

• Develop and deliver the digital experience strategy and roadmap, aligned with customer needs and organisational priorities.

• Identify opportunities to connect and improve digital services across the entire customer journey.

Customer experience and design

• Champion user-centred design, using research, analytics and customer feedback to inform digital decisions.

• Establish standards for UX/UI, accessibility, information architecture and usability.

• Improve digital customer journeys, ensuring online services are simple, intuitive and accessible.

Leadership and collaboration

• Lead and develop a multidisciplinary Digital Experience team, building capability and encouraging collaboration.

• Partner with Technology, Product, Communications, Customer Experience and Service teams to deliver joined-up solutions.

• Manage relationships with digital agencies, technology suppliers and external partners, ensuring quality, accountability and value.

Performance and improvement

• Define and monitor digital experience KPIs, using customer insight and performance data to measure success.

• Advise senior stakeholders on digital investment, transformation priorities and opportunities.

• Drive continuous improvement across Elexon’s digital services.

What you’ll bring:

• Proven experience leading a major website or online services transformation from planning through to implementation.

• Experience managing platform migrations, supplier transitions and complex digital change.

• Significant experience in a senior digital experience, digital product or digital services leadership role.

• Strong expertise in UX/UI, user-centred design and digital customer journeys.

• Experience developing and delivering digital strategies and roadmaps.

• Proven experience leading and developing multidisciplinary teams.

• Experience managing digital agencies, external suppliers and technology partners.

• Strong understanding of digital accessibility, usability and information architecture.

• Excellent communication and stakeholder management skills, including experience influencing senior leaders.

• Experience using digital analytics, customer research and performance measures to drive improvements.

• Ability to balance strategic leadership with practical delivery oversight.

It would also be beneficial if you have:

• Experience working in a complex, regulated or technical environment.

• Knowledge of Content Management Systems (CMS), web platforms and digital ecosystems.

• Experience establishing digital governance frameworks and design standards.

• Understanding of Agile digital delivery and product management.

• Experience managing digital investment, procurement or supplier relationships.

• Knowledge of the energy or utilities sector.

What’s in it for you:

• Salary - £70,000

• Excellent benefits including bonus, private medical insurance and generous pension scheme

• The opportunity to work within a thriving organisation which can support your growth and development

• We operate a hybrid working approach with 2 days in our London office

Our culture

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want to:

• Provide true equality of opportunity

• Attract and retain diverse talent

• Listen to all voices

• Be representative of the communities we work in

• Be a role model for Diversity and Inclusion in the industry

Elexon together, embracing differences, listening to all voices

Ready to make an impact? Join us and help shape the future of energy services.