Digital Customer Experience Lead

On behalf of Great British Energy, we are looking for a Digital Customer Experience Lead (Inside IR35) for a 6 Months contract based Onsite in Aberdeen.

Great British Energy will be a publicly owned, operationally independent energy company, designed to drive clean energy deployment, boost energy independence, create jobs and ensure UK taxpayers, billpayers and communities reap the benefits of clean, secure, homegrown energy. Setting up Great British Energy is one of government's first steps for change and we will do this in a way that means it will have both an early impact and long-term success.

Through its five functions (Project development, Project investment and ownership, Local Power Plan, Supply chains and working with Great British Nuclear), Great British Energy will speed up the deployment of mature and new technologies, as well as local energy projects, to support the government's aim of decarbonising our electricity system by 2030 whilst also ensuring we can meet future demand as we further decarbonise the economy.

To this end and as an example of what it can achieve, we have already agreed a major partnership between Great British Energy and The Crown Estate to accelerate deployment and support UK supply chains.

Great British Energy will work collaboratively with industry, local authorities and communities, and other public sector organisations such as the National Wealth Fund, to spread skilled jobs and investment across the country. Great British Energy will be backed by a capitalisation of £8.3 billion of new money over this Parliament.

While we go through the process of setting Great British Energy as a publicly owned energy company, these roles will initially be part of the Civil Service, however, will then be transferred to Great British Energy once the Great British Energy Bill becomes law and the company has the necessary procedures and systems in place to employ people directly so we encourage applications from a wide a diverse range of backgrounds.

In recognition of Scotland's leading role in the UK's clean energy revolution, Great British Energy will be headquartered and run from Aberdeen.

More details can be found in the [1] Great British Energy founding statement.

As a Digital Customer Experience Lead, your main responsibilities will be:
* 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.

Essential:
* 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.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a Disability Confident employer, GBE encourage applications from disabled and neurodivergent candidates. Applications from candidates who identify as having a disability and meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

Armed Forces Covenant

As a signatory of the Armed Forces Covenant, GBE welcome applications from veterans, service leavers, reservists and military spouses or partners. Applications from eligible candidates who meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".

References

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