Senior Manager, Digital Experience & Delivery

Job Description

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  The Senior Manager (Digital Experience & Delivery) leads the delivery, governance and continuous improvement of the agency’s corporate and programme websites. To ensure structured execution of digital initiatives, strong consumer-oriented user experience, and clear, citizen-friendly content. The role is accountable for timely delivery of digital enhancements, implementation of GenAI-powered search and chatbot capabilities, and strengthening operational discipline across the digital team.

  
  
  
  
  • Lead Digital Delivery & Governance
  
  
  • Oversee the team’s end-to-end delivery of website enhancements and integration projects, as well as content syndication with content partners
  
  
  • Establish and enforce structured project plan, SOPs, workflows and prioritisation frameworks
  
  
  • Manage interdependencies with appointed web developers, system vendors, content and product owners
  
  
  • Escalate risks and propose mitigation strategies
  
  
  
  
  
  
  • Champion Consumer-Oriented UI/UX
  
  
  • Review and challenge requirements to safeguard user experience (experience should be delivered per what users want or need), balancing against policy directives and demands
  
  
  • Advocate for low-barrier, intuitive digital journeys and content
  
  
  • Guide UI/ UX refreshes and improvements where required
  
  
  • Oversee editorial quality and plain-language standards
  
  
  • Develop and implement content guidelines across corporate, programme and partner sites.
  
  
  
  

Job Requirements

• Minimum 8 years’ experience in digital delivery, digital product management, or digital transformation with at least 5 years of supervisory experience in managing direct reports to deliver on outcomes


• Experience managing public-facing digital platforms


• Familiarity with CMS environments and vendor management (working directly with web developers or through intermediaries like Synapxe)


• Prior experience in public sector or regulated environments preferred


• Structured, disciplined and execution-focused


• Proactive and comfortable handling complexity amidst ambiguity


• Tactfully decisive and accountable in driving delivery outcomes


• Able to see the big picture and put in place ground operations to meet big picture requirements


• Strong written English and editorial capability