Head of Digital Transformation

Role overview

Reporting to the CIO, this senior leader will turn strategic goals into practical digital improvements that are centred on residents and designed to lift customer experience, operational performance, data-driven decision making and organisational resilience. The position sits at the crossroads of strategy, technology, people and process, with responsibility for making sure digital change creates clear value for residents, colleagues and stakeholders while staying within governance, compliance and regulatory expectations.

Digital strategy and transformation leadership

• Shape and deliver a digital transformation plan for the whole organisation, ensuring it supports strategic priorities and growth ambitions.
• Promote a digital-first approach across customer services, finance, property services and corporate teams.
• Turn business problems into scalable technology, digital and process-improvement actions with measurable results.

Customer and resident experience

• Lead digital work that strengthens resident engagement, improves accessibility and raises service quality, including self-service tools and multi-channel contact options.
• Work closely with housing and customer-facing teams so solutions are inclusive, centred on users and consistent with organisational values.
• Make sure digital change improves the resident journey while helping colleagues deliver services more efficiently.

Data, AI and insight

• Oversee the use of data platforms, data warehousing and business intelligence reporting to improve reporting quality, operational insight and evidence-based decisions.
• Drive the safe and responsible use of AI, automation and new technologies in line with governance, GDPR and relevant regulatory requirements.
• Develop data literacy and AI understanding across leadership and operational teams.

Process improvement and operational efficiency

• Spot high-volume or difficult processes and redesign them using digital tools, automation and workflow improvements.
• Ensure new ways of working are adopted successfully and kept under continuous review.
• Help teams use technology to reduce manual work, improve service delivery and increase visibility of performance.

Governance, risk and compliance

• Create and maintain strong digital governance arrangements covering data protection, information security, AI usage and technology risk.
• Collaborate with IT, legal, governance and risk colleagues to ensure compliance with sector and regulatory obligations.
• Make sure transformation projects are delivered with the right controls, oversight and accountability.

Leadership, change and capability building

• Lead, coach and develop digital, transformation and change resources, either directly or through matrix management.
• Strengthen organisational capability through training, engagement and clear communication about digital change.
• Act as a senior change leader who helps colleagues adapt to transformation and supports a culture of continuous improvement.

Stakeholder management

• Build effective relationships with internal stakeholders, executive leaders and external partners.
• Represent the organisation in relevant sector forums, partnerships and networks focused on digital innovation and transformation.
• Influence senior stakeholders and provide clear, practical progress updates on priorities, delivery 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

Applicants should hold a degree in an IT-related subject and bring senior-level experience of leading digital transformation or major change programmes in a complex organisation. The role requires a strong grasp of digital service design, process transformation and data-led decision making, along with the ability to lead organisational change and influence at executive and board level. Experience working across multiple business functions and converting strategy into delivery is important, as is solid knowledge of data protection, governance and risk management in digital initiatives.

Desirable background

It would be beneficial to have experience in housing, the public sector, the not-for-profit sector or another regulated environment. Exposure to AI enablement, automation and modern data platforms would also be an advantage, as would a formal qualification in digital transformation, change management or a related field.

Competencies

• Strategic thinker with a strong focus on outcomes
• Collaborative and people-centred approach
• Comfortable working in an evolving environment
• Strong communication and influencing skills
• Commercial awareness with the ability to balance innovation, risk and practical delivery
• Motivated by work that creates meaningful social impact