Digital Transformation Lead

**Overview**

Reporting to the Head of Channel Strategy & Digital Transformation, will play an integral part in driving and delivering digital transformation in a large operational service business. This role includes facilitating the development of the transformation agenda and strategy, whilst overseeing delivery of key initiatives to ensure delivery of our transformation goals. Supporting the delivery of our Client’s long term strategy for services, substantially improving and simplifying business processes through digitisation, smart use of automation and technology, while delivering bottom line measurable benefits.

The role will play a part in the R&SS’ response to advances in technology, continued enhancement of member experience, increasing regulation, and growing competition. A critical priority for the role will therefore be to help define and execute the digital strategy to move towards a more agile (and scalable) support organisation, characterised by high quality service delivery.

In this role will work in close partnership with the Customer Experience & Product, Technology and Client Partnership leadership team to drive the Service Strategy & Transformation road map and oversee its implementation.

Representing the Link Group culture will be critical for success, you will need to operate and advocate an open and collaborative ways of working, where teamwork, client first and agility is central to our core values.

**Key Accountabilities and main responsibilities**

Strategic Focus
- Contribute to the services + digital strategy and execution, to enhance customer service and optimize operations. Helping to define clear goals and objectives for the transformation journey.
- Work with the transformation team in optimising processes and digital capability to enhance personalization and experience, cost, efficiency, effectiveness, employee satisfaction and growth.
- Identify emerging technologies and digital trends that can drive innovation and improve business processes.
- Deliver initiatives that support the services + digital strategy in line with Link’s core values and objectives.
- Work in partnership with the Fund/s and internal stakeholders, foster collaboration across various departments, including technology, product and operations, to ensure the successful implementation of digital initiatives. Build strong relationships with key stakeholders to drive alignment along the transformation journey.
- Champion data-driven decision-making by leveraging data analytics and insights to identify opportunities for improvement and growth. Develop KPIs and performance metrics to measure the impact of digital initiatives.
- Identify strategies to drive continuous improvement and automation in operational process and practices. Simplify and standardise processes where appropriate.
- Identify and mitigate potential risks and challenges associated with digital transformation projects. Develop contingency plans and proactive strategies to overcome obstacles.
- Drive change in ways of working and deliver value to our members and customers alike
- Deliver and champion transformation initiatives to ensure that best practice is incorporated into the business
- Advocate and adopt agile ways of working and incremental delivery of value to our clients and customers
- Input into business case development for change and transformation initiatives

Operational Management
- Identify opportunities for transformation initiatives and service improvement, ensuring they are prioritized in line with strategic alignment + business value.
- Lead and oversee digital transformation projects from inception to completion. Ensure that projects are delivered on time, within budget, and meet the defined objectives.
- Develop and implement change management strategies to facilitate the adoption of new digital technologies and processes within the organization. Address resistance and drive cultural change.
- Drive a culture of continuous improvement by regularly assessing the effectiveness of digital solutions and processes. Identify areas for optimization and innovation. Identify immediate opportunities for improvement and implement best-fit enhancements to drive incremental change and efficiency.
- Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required.
- Ensure the infrastructure and operational management and processes support the strategy. Operational risk is managed and that appropriate operational controls are in place and functioning.
- Maintain sound knowledge of the business’s processes and systems and an analytical and inquisitive approach to deliver enhanced service models
- Work with the Services + Transformation and Client Partnership to align client requirements into the solutions
- Effectively communicate the success of transformation initiatives to stakeholders, showcasing positive impact on customer service and operational efficiency.
- Develop