Head of Digital and Data

Job description

Purpose of the role

This role sits at the centre of Scope’s digital ecosystem, making sure that every digital engagement for our supporters and customers is efficient, easy, and accessible. It defines and delivers the strategy for using digital to optimise the potential of Scope’s engagement opportunities.

Main responsibilities

• Overall responsibility for the stability and digital performance of Scope’s external facing digital platforms, such as the main website, online community, and the Mindful Monsters websites
• Defining the strategic direction of Scope’s digital ecosystem, ensuring that the needs of all areas of the business and Scope’s audiences are represented and effectively prioritised and supported.
• Be the project lead for Scope’s Digital Gateway project (the Customer Record Management (CRM) system replacement), ensuring the overall vision and direction is set and delivered upon, engaging with stakeholders across the organisation from team member level to exec team and board, leading on business case development, and managing implementation and support partners.
• Ensure that Scope’s data is secure, robust, and compliant and that risks are managed.
• Define and deliver Scope’s digital products roadmap, securing investment where required, and ensuring that initiatives/projects are delivered efficiently.
• Ensure that Scope’s digital product decision making is grounded in user experience research and testing.
• Ensure that Scope’s digital technology stack is developed with grounding in key principles such as scalability, robustness, efficiency, and future proofing.
• Ensure stakeholders across the organisation are informed and bought into the digital products roadmap.
• Ensure that Scope continues to maintain the highest standards of digital accessibility both externally and internally, supporting and championing the work of the Digital Inclusion and Accessibility team to ensure that all levels of the organisation understand and know how to adhere to Scope’s standards.
• Support the business development of Scope’s digital accessibility consultancy services (currently in a test and learn phase).
• Provide leadership and line management to the Digital Products, Digital Inclusion and Accessibility, and Database teams, ensuring that they live Scope’s values.
• Budget responsibility for the team including monitoring expenditure, complying with finance procedures, and leading the teams to complete budget reforecasts when required.
• Regularly contribute to the departments KPIs.

Mandatory for all staff

• Work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction.
• Demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
• Work within Scope’s policies and procedures.

Key contacts

Internal contacts

• Fundraising and Marketing
• Delivery
• Partnerships
• Finance and Technology
• People
• Communities and Retail

External contacts

• Design and development agencies
• Accessibility consultants
• Partner organisations

Person specification

Qualifications

• Digital product management or owner qualification is desirable but not required.
• Agile project management qualification is desirable but not required.

Skills and experience

• Extensive knowledge and experience developing digital products and building these into a wider supporter and customer engagement strategy and roadmap.
• Significant experience leading and managing data migration projects and delivery of a new CRM infrastructure within a complex organisation.
• Significant experience leading data functions ensuring that data processes are compliant, that data is accurate and robust, and that risks are identified and mitigated.
• Extensive experience managing the ongoing performance of digital products (for example content management and optimising against set KPIs).
• Excellent technical understanding of different Content Management System (CMS), for example Sitecore. and related infrastructure (for example subscription platforms), and the importance and potential of creating impactful digital engagements.
• Excellent technical understanding of different approaches to data integrations between digital platforms.
• Excellent understand of accessibility standards such as web content accessibility guidelines (WCAG 2.1) and practical experience of working with developers and designers to create accessible experiences.
• Strong practical experience using plain English in digital engagements.
• Proven project management skills including significant experience working in projects using Scrum and Kanban.
• Experience of working within the charity sector.
• Understanding of the social model of disability.
• Proven project management skills, including working with multiple stakeholders across departments and ability to prioritise and schedule a range of short-term, strategic and ongoing tasks.
• Ability to generate new ideas, inspire and influence others, capitalise on opportunity, attract support and influence change.
• Excellent problem solver, able to find innovative solutions to complex problems.
• An analytical mind with ability to use tools such as Google Analytics and Hotjar to understand user behaviour.
• Excellent written and verbal communication skills.
• Experience developing and writing business cases to secure investment to deliver a strategy.
• Digital first thinker, confident using a range of digital technologies.