Digital Resident Experience Lead

Job description

Contract terms

Starting salary: HC1 (£70,854 – £81,621)
Work Location: Alexandra House, 10 Station Road, Wood Green, London, N22 7TR (Hybrid)
Hours per week: 36 hours, Full Time
Contract type: Permanent
Closing date: Sunday 1st December 2024, at 23:59

About Haringey

Haringey is a fantastic place to live and work – the world in one borough. A place brimming with creativity, personality, radicalism, and community. It is a place where we stand up for each other. A place that is proudly distinctive. We’ll be celebrating all this and more as the “rebel borough” when we are the 2027 London Borough of Culture.

Our history champions change-makers and everyday rebels; revelling in our differences, battling discrimination, championing equality, and doing things our own way. Haringey’s people are a huge asset, with knowledge, expertise, and passion. Our staff members embody our organisational values: Caring, Creative, Courageous, Collaborative and Community-focused. These values keep us looking forward, ambitious for the future, and continuously striving to do our very best for all of our residents.

About the role

Haringey has an exciting opportunity for a dynamic and passionate Digital Resident Experience Lead to join our innovative Culture, Strategy, and Engagement directorate. As part of the Digital and Change team, you will have the privilege of leading a skilled group from requirements analysis through to development and delivery, ensuring our digital initiatives have a direct and positive impact on our residents. Your role will be essential in deputising for the Head of Digital when required and in driving digital enablement across the organisation.

In this pivotal role, you will be responsible for managing strategic partnerships and enhancing digital inclusion for residents, businesses, and staff. By leading programmes and workstreams, you will devise practical and effective solutions that comply with legislative requirements and address relevant issues. Your leadership will ensure optimal resource utilisation and agile project management, guaranteeing that all digital services meet high-quality standards at every stage.

We are seeking a Digital Resident Experience Lead who excels in coaching agile teams and developing digital services with CRM systems such as GovService. The ideal candidate will have a strong ability to make informed decisions under pressure and creatively solve complex problems. Superior communication and influencing skills are essential, as the role involves close collaboration with senior stakeholders to ensure project success.

Technical proficiency in digital technologies such as Drupal, JavaScript, HTML, CSS, and API development is crucial. The candidate will drive improvements in our digital customer experience by integrating best practices from external digital communities. This role requires a leader who can inspire and motivate a team, fostering a culture of excellence and innovation.

About the team

At Haringey, our Digital and Change team forms an integral part of the Culture, Strategy and Engagement directorate. The team is dedicated to enhancing the digital experience for our residents, businesses, and staff. By collaborating across various service areas within the council, we aim to promote digital inclusion and deliver high-quality digital services.

Our team is made up of skilled professionals, including Enterprise Architects, Digital Content Managers, Key Business Applications Managers, and Heads of Data. Together, we work on end-to-end digital initiatives, from requirements analysis to development and delivery. Our shared objective is to ensure that all digital services comply with legislative requirements and address relevant issues, while delivering practical and effective solutions.

We take pride in our collaborative approach, partnering with senior stakeholders and external organisations to foster a culture of excellence and innovation. Our team manages strategic partnerships, directs programme workstreams, and ensures optimal resource utilisation. By incorporating best practices from external digital communities, we are committed to continuously improving the digital customer experience for Haringey’s residents.

As part of our commitment to service excellence, we prioritise agile project management, ensuring that projects are delivered on time and within budget. Our diverse team also includes Digital Inclusion Developers, Business Analysts, Project Managers, UX specialists, and Apprentices, all working together to provide an exceptional experience for our community.

About you

We are looking for dynamic and passionate individuals who possess the following attributes:

Do you have experience working with stakeholders to prioritise and clarify user stories, ensuring a clear understanding of requirements and priorities? Are you skilled in coaching others effectively in analytics and agile techniques, with a proven record of improving agile teams through mentoring and guidance?

We are seeking someone with an excellent understanding of software development fundamentals and agile delivery techniques, tools, and software such as Jira. Your strong communication, influencing, conflict resolution, and negotiation skills will be essential in this role.

If you are an expert in developing digital services and processes using a CRM system, ideally GovService software, and can keep people energised and focused on delivering an exceptional experience, we want to hear from you! Your ability to make decisions and deliver under pressure, combined with a creative and innovative approach to solving complex problems, will be highly valued.

Knowledge and experience with a range of digital technologies and software (e.g., Drupal, Halo, JavaScript, HTML, CSS) are essential. We are also looking for expertise in agile delivery processes and frameworks (Scrum, Kanban, DevOps), alongside proven experience and skill in people management and leadership roles.

Finally, your ability to empathise with senior stakeholders and influence their commitment to our projects will be a key component of your success in this role.

Working for Haringey

At Haringey Council we are committed to creating a workplace culture where all our people feel valued, included, and able to be their best at work, and we recognise the benefits of a diverse workforce so welcome applications from all ethnicities and communities so that we continue to make a difference to our residents and community.  Our benefits package includes a leave entitlement of 30 days + bank holidays, potential hybrid working opportunities, health and wellbeing support, a generous local government pension scheme and a range of discount schemes across leisure and culture that provide both financial and money-saving discounts.