Our client is seeking an experienced Head of Digital Transformation to lead and accelerate its organisation-wide digital agenda.
Reporting to the CIO, this person will translate strategic priorities into practical, resident-centred digital solutions that improve customer experience, operational efficiency, data-led decision making and organisational resilience.
The role will sit at the intersection of strategy, technology, people and process, ensuring that digital change delivers measurable value for residents, colleagues and stakeholders while meeting regulatory, governance and compliance requirements.
Key Responsibilities
Digital Strategy and Transformation Leadership
- Lead the development and delivery of an organisation-wide digital transformation roadmap, aligned with strategic objectives and growth plans.
- Champion a digital-first mindset across customer services, finance, property services and corporate functions.
- Translate business challenges into scalable digital, technology and process-improvement initiatives with clear, measurable outcomes.
Customer and Resident Experience
- Drive digital initiatives that improve resident engagement, accessibility and service quality, including self-service and multi-channel contact models.
- Partner closely with housing and customer-facing teams to ensure digital solutions are inclusive, user-centred and aligned with organisational values.
- Ensure digital change improves the experience of residents while supporting colleagues to deliver a more efficient service.
Data, AI and Insight
- Oversee the effective use of data platforms, data warehousing and business intelligence reporting to strengthen reporting, operational insight and evidence-based decision making.
- Lead the responsible adoption of AI, automation and emerging technologies, ensuring alignment with governance, GDPR and relevant regulatory frameworks.
- Build data literacy and AI capability across leadership and operational teams.
Process Improvement and Operational Efficiency
- Identify and redesign high-volume or high-friction processes through digital tools, automation and workflow optimisation.
- Ensure new processes are successfully embedded, adopted and continuously improved across the organisation.
- Support teams to use technology in ways that reduce manual effort, improve service delivery and create greater visibility of performance.
Governance, Risk and Compliance
- Establish and maintain robust digital governance frameworks covering data protection, information security, AI use and technology risk.
- Work collaboratively with IT, legal, governance and risk colleagues to ensure compliance with sector and regulatory requirements.
- Ensure digital transformation initiatives are delivered with appropriate controls, oversight and accountability.
Leadership, Change and Capability Building
- Lead, mentor and develop digital, transformation and change resources, whether directly or through matrix management.
- Build organisational capability through training, engagement and clear communication around digital change.
- Act as a senior change leader, helping colleagues navigate transformation and supporting a culture of continuous improvement.
Stakeholder Management
- Build strong relationships with internal stakeholders, executive leadership and external partners.
- Engage with relevant sector forums, partnerships and networks focused on digital innovation and transformation.
- Influence senior stakeholders and provide clear, practical updates on transformation progress, priorities and outcomes.
Key Relationships
- Executive Leadership Team
- CIO and IT Operations function
- Heads of internal departments
- Governance, Risk and Compliance teams
- External technology, data and transformation partners
Person Specification
Essential Experience and Skills
- Degree qualification in an IT-related discipline.
- Proven senior-level experience leading digital transformation or large-scale change programmes within a complex organisation.
- Strong understanding of digital service design, process transformation and data-led decision making.
- Demonstrated ability to lead organisational change and influence at executive and board level.
- Experience working across multiple business functions and translating strategy into practical delivery.
- Strong knowledge of data protection, governance and risk management within digital initiatives.
Desirable Experience
- Experience within housing, public sector, not-for-profit or another regulated environment.
- Experience with AI enablement, automation and modern data platforms.
- Formal qualification in digital transformation, change management or a related discipline.
Competencies
- Strategic and outcome-focused
- Collaborative and people-centred
- Comfortable operating in an evolving and changing environment
- Strong communicator and influencer
- Commercially aware, with an ability to balance innovation, risk and practical delivery
- Motivated by work that delivers a meaningful social impact
