Digital Services and Transformation Directorate
Senior Management Team
Head of Digital Delivery and Customer Solutions
September 2014
The Student Loans Company - 2014
Our Vision
To be valued as a Digital, Customer-Focused, Centre of Excellence
Our Mission
We enable our customers to invest in their futures by delivering
secure, accurate and efficient assessment, payment and
repayment services
As a Senior Management Team Member
You will deliver value by:
•Delivering the Business Plan to achieve corporate goals and objectives
•Sponsoring Business Transformation
•Working collaboratively across SLC portfolios
•Demonstrating the SLC “Leading the Way” values and behaviours
Company Leadership
SMT Membership
As a recognised leader in the Company you are anticipated to
devote circa 30% of your time to the following activities:
The SMT will propose potential courses of action to the ELT for
delivering the Mission and, once decisions are made, SMT members
will co-ordinate the execution of plans where:
•Putting the customer at the heart of decision-making, resource
allocation and delivery
•Actively promote and support the SLC transformation to achieve
our Vision
•Show ownership of the Mission by guiding improvements to
current operations and processes
•Take ownership of the Company’s Medium Term Financial plans
to drive efficiencies and cost savings that underpin the
Transformation Programme
•Empower, guide and enable staff to deliver the Mission
•Recognise and celebrate individual and team achievements
•Promote SLC values through your own actions
•Exercise your accountability to shareholders and fulfil your
responsibilities to relevant stakeholders, including colleagues and
staff
• Recommendations and decisions are made with cross-portfolio
dependencies in mind, ensuring impacts, risks and conflicts are
proactively addressed and resolved
• Authority for acting on decisions is part of your individual job role,
however you will be jointly accountable with your SMT colleagues
for achieving corporate objectives since these span SLC portfolios
In order for everyone at SLC to understand what is required of them,
you and your SMT colleagues will hold joint responsibility for
communicating the steps that are being taken to execute Company
strategies
You will also be responsible for reporting to the rest of SLC how well
the company-wide processes are performing against agreed
company-wide measures and what actions are being taken to keep
SLC on track to deliver its Mission and achieve its Vision
Head of Digital Delivery and Customer Solutions
Responsible To:
Chief Digital Officer
Management
Digital Delivery
Staff
Total circa 80 FTE
Plus strategic
partner resources
Budgetary Authority: Circa £8m
Salary range:
£85- 98k
Purpose of the role:
•Creation and on-going delivery roadmap of customer strategy
enabling solutions supporting Digital Delivery and the Processing
& Contact Centres
•Leading delivery of coherent customer driven Digital by Default
services with end-to-end outcomes, and congruent multi-channel
capability
• Continuous and Agile driven delivery of solutions bringing
efficiency and productivity to our services
•Management and leadership of a team of positive, creative
Digital expertise and constructive processes around the change
•Provide Digital and technology solutions that drive down cost per
transaction measures in a sustainable manner
•Ensure delivery all of the Company’s business process and
technical changes align to a defined customer experience and
Digital by Default methodology, that allows the Company to
operate safe & reliable services to its customers and stakeholders
•To champion Digital ability across SLC, BIS and GDS to build and
maintain strong strategic relationships with key stakeholders
•To lead the build of a commercially mature Agile approach and
capability within SLC and its partners
•The operational duty of the role is to create a digital team and a
digital capability based on the principles of zero touch processes
and fast, data driven change.
•To support the promotion and embedding of innovation into all
aspects of the Company’s services, to support the organisation
achieving the ‘centre of excellence’ vision
•Deliver Assisted Digital solutions as agreed
Head of Digital Delivery and Customer Solutions
Key Responsibilities:
•As part of the Senior Management Team you will Identify and contribute to the setting of the ICT Strategy within SLC (and with BIS / GDS)
focusing on the Digital outcomes and objectives for the transformation of SLC to become a digital, customer focused centre of excellence
•Lead & Implement and continuously improve Digital Delivery systems within SLC
•Identify and develop staff within ICT and SLC on digital technology systems and implement a performance management system to
continuously improve staff knowledge and skills in SLC’s digital and technology systems
•Lead & Continuously improve the customer experience through co-ordinated User Experience Testing through Digital Delivery within SLC
•Manage the relationship, spend and deliverables with Digital Delivery suppliers within the Transformation programme
•Improve the Agile capabilities of the SLC staff within the teams and ensure that a core team is established that can undertake continuous
improvements on the project
•Lead on the outputs of the Digital Delivery agenda and ensure it is a measurable business improvements against goals, such as:
•Reduced Call Volumes
•Improved published performance measures
•Increase customer satisfaction
•Take Responsibility to engage external stakeholders in the delivery of the new features (BIS, GDS, NASMA, NUS)
•Accountable for the reporting of progress on Digital Delivery
•Management of Issues, Risks, Assumptions and Dependencies of the Digital Delivery programme within SLC and the core responsibilities to
achieve this within the Transformation Programme and regular change delivery
•Keep continually developed and monitored the changes to user habits, preferences and behaviours across various digital platforms and their
implications for successful delivery of SLC digital services
•Support the CTO in understanding the digital marketplace, including best practice, costs, suppliers, methodologies and skills to both internal
and external stakeholders
•Improve the automation of key disciplines including:
•Testing
•Releasing
•Environment Provisioning
•Data analytics
•Communicate credibly with a wide range of Digital Delivery disciplines and talent both internally and externally
•Meet the governance, policy and process requirements of the range of issues / disciplines affecting your area of responsibility e.g. Business
and financial planning, procurement, internal audit, people policies etc
Head of Digital Delivery and Customer Solutions
Key Outcomes:
Essential Skills, Knowledge and Experience:
•Contribute to the delivery of the SLC full business case benefits
through supporting the Transformation programme delivery
•Demonstrable and practical experience at a senior level, in public or private
sector, of working with senior colleagues to deliver Digital services and changes to
business processes and systems, to deliver cost savings and service
improvements for customers
•Graduate in a Digital-related discipline, including software engineering
•Tried and tested Agile skills including a qualification (such as AgilePM)
•A seasoned Digital professional with a proven track record of continuing
professional development with experience of leading a professional team defining
and delivering a Digital programme of improvements to internal processes,
structures and capability
•Proven track record of managing Digital services and supporting the delivery of
major complex Digital Transformation programme, with high technical
specifications, within tight budgetary and timescale constraints
•Understanding and experience of using agile project management techniques
and working practices, open source, cloud platforms and digital services;
•Effective communication skills with an ability to inspire and encourage debate on
strategic issues with all stakeholders
•Ability to demonstrate both a detailed knowledge of new technologies and an
ongoing familiarity with the integration and implementation of existing systems with
new technologies, focusing on Digital Delivery
•Expert knowledge in transforming existing technology to integrate with Digital
technology by effectively engaging with technical staff and suppliers in order to
define the optimum approach to service design
•Strong influencing skills with both internal staff and external stakeholders with the
ability to provide clear and non-technical advice/interpretation of complex
information
•Understanding and experience of using agile project management techniques
and working practices, open source, cloud platforms and Digital services
•Development of SLC in-house Digital Capability - build and run a
Digital team to deliver front end systems in an operating environment
•Development of a responsive, agile, customer focussed team to meet
the needs of the business
•Reduced reliance on 3rd party providers and conversant reduction in
operating costs
•Building and enhancing SLCs Digital Capability in line with
Transformation aspirations
•Development of close working relations with the business
•Development of close relations with customers/external stakeholders
•Provide a new generation of Digital technology that enhances our
customer experience and delivers for our stakeholders and sponsors
Desirable Skills, Knowledge and Experience:
•The ability to also manage partner/provider relationships under PSI or PPP
•Experience of Digital Delivery within Financial Services
Credible Candidate Headlines for Recruitment – Head of
Digital Delivery and Customer Solutions
•
•
•
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Business wide leadership for delivery of Digital
Public Services (see
https://gds.blog.gov.uk/2013/05/21/rebalancingtech-across-gov/)
Customer-facing CTO style skills with strong team
working to co-create with the CTO (see
http://www.informationweek.com/itleadership/amazon-cto-vogels-the-4-types-ofctos/d/d-id/1083140?)
The role will be based either in Glasgow or
Darlington, and leading the core teams in each
location, management of multi-site co-located
teams for effective Agile /Continuous delivery.
Regular travel between both locations will be
required
Digital Agency / Systems Integrator experience as a
Strategic Planner and Digital CTO – likely Retail or
Financial Services markets
•
Evidence that can lead the following strategies on
behalf of the business:
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Digital by Default, GDS exemplar principles
Agile / Continuous ways of working
Customer Experience process transformation
Data Driven process transformation
•
Broad experience of difference systems (in a variety
of Financial Services and Customer Management
contexts (IVR, ACD, CRM, WFM, WEB, SMS,
MOBILE, INTEGRATION, BIG DATA).
•
Solution experience blending build, buy, open
source for pragmatic affordable customer results –
building out from the core Java skillset
•
Commercial nous and robust commercial
management of technology suppliers within an Agile
way of working
•
People skills to build the rightsize rightskill tiered inhouse capability with consistent high quality ways of
working
•
General Management capability to represent the
CDO team at Darlington as required