Digital Improvement Supervisor

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:

• A generous 9% pension
• Healthcare cash plan
• Private Medical Insurance
• Life assurance at 4x your salary
• 24 days' holiday, and the option to buy or sell extra days
• Hybrid working
• 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

We reserve the right to close this vacancy earlier than the advertised closing date if we receive enough suitable applications. We therefore encourage interested candidates to apply as soon as possible to avoid disappointment.