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Senior Manager, Digital Experience & Delivery

Job Description

  • 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

 

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