Digital Experience Officer

About The Role

The purpose of the role is to own and lead the organisation's business systems, including the Housing Management System, CRM, and core business applications, driving their development, usage, training, and continuous improvement. Acting as the bridge between technology and business operations, you will ensure that Trident's digital tools are fully leveraged to deliver outstanding services to customers and colleagues. You will take a leading role in the Digital Champions programme, embedding digital adoption across the organisation, and work in partnership with stakeholders across every department to translate business needs into system solutions.

Reference

Digital Experience Officer

Erdington, Birmingham

£37,296.00 per annum

37.5 hours per week

Closing date 26th September 2026

About The Role

The purpose of the role is to own and lead the organisation's business systems, including the Housing Management System, CRM, and core business applications, driving their development, usage, training, and continuous improvement. Acting as the bridge between technology and business operations, you will ensure that Trident's digital tools are fully leveraged to deliver outstanding services to customers and colleagues. You will take a leading role in the Digital Champions programme, embedding digital adoption across the organisation, and work in partnership with stakeholders across every department to translate business needs into system solutions.

What You'll Be Doing

• Own the operational and strategic development of the organisation's core business systems (Housing Management, Finance Systems, HR Systems, LMS, CRM, and associated platforms), ensuring they are fit for purpose, well-governed, and aligned to the evolving needs of the organisation.
• Lead the requirements-gathering process for system changes and enhancements, working with business stakeholders to define, document, and prioritise needs, and translating these into clear specifications for vendors, developers, and delivery partners.
• Own the development and implementation of Power Automate workflows, process automation and digital forms (including MS Forms), ensuring these follow agreed governance and approval routes.
• Work with the Insights and Innovation team to ensure reporting requirements are identified, documented, and prioritised, and that data quality within business systems is maintained
• Design and deliver training plans, communications and change support for system rollouts, upgrades and digital transformation initiatives, ensuring colleagues are engaged and supported through change.
• Drive digital inclusion and adoption across all teams, identifying pockets of low engagement and developing targeted interventions to raise capability and confidence.
• Support the Technology & Digital Manager in ensuring systems comply with information governance requirements, regulatory standards and the Group's Information Security Policy.

Skills, Knowledge & Experience

• Housing-sector systems (Rubixx, Dynamics, Orchard, etc.)
• Solid experience as a business systems or digital adoption professional, with demonstrable capability across both business-as-usual operations and project-based delivery.
• Good hands-on experience of Housing Management Systems, Finance systems or equivalent business-critical enterprise applications, with a clear understanding of their role in a social housing context.
• Practical experience of business analysis, including requirements gathering, process mapping, options analysis and UAT coordination.
• Working knowledge of the Microsoft Power Platform, particularly Power Automate, and an understanding of how automation can drive operational efficiency.
• Working knowledge of digital adoption and change management approaches, including delivering training, building champions networks and supporting colleagues through change.
• Strong analytical and problem-solving skills, with the ability to balance competing priorities across BAU operations and project workloads.
• Collaborative and supportive team player, with the ability to both take direction from senior colleagues and provide clear guidance to less experienced ones.
• Analytical with the ability to think holistically; seeing both the operational detail and the broader organisational picture at the same time.
• Ability to confidently lead training sessions, where necessary, to individuals, groups or departments on a range of technology and/or digital solutions.
• Ability to work independently, use initiative and take appropriate ownership of tasks.

Why join us?

Our purpose is putting people and communities at the heart of our services and the safe homes we provide. To deliver against our purpose we will be:

• Trustworthy
• Collaborative
• Accountable
• People Focused
• Caring in all we do

The Benefits

• 34 days annual leave, plus the option to purchase up to 5 additional days
• A day off for your birthday
• 4 days off when you move home
• Life assurance (3 x salary)
• Employee Assistance programme & wellbeing programme
• Flexible Working options
• Learning & Development opportunities

Who we are?

Trident Group has over 60 years’ experience of delivering homes, services and innovation for up to 8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands. The Group employs more than 650 staff, works with volunteers and provides training places and apprenticeships for many more.

The Group consists of;

• Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance
• Trident Reach, which is a registered care and support charity delivering trauma informed care and support services.

We celebrate Equality, Diversity, and Inclusion and as a trauma informed organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope.

All applicants must provide their right to work documentation at interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK.

As an organisation we do not offer visa sponsorships. Only applicants with existing right to work in the UK will be consdidered.

Relevant roles will be subject to a successful disclosure at an appropriate level from Disclosure and barring service (DBS).

We reserve the right to close this vacancy early should sufficient applications be received.

At Trident Group, we only consider agency introductions where a signed agreement is in place, and where the agency has been specifically contacted by a member of our People & Culture Team. We do not accept responsibility for any fees related to unsolicited or speculative CV submissions made directly to our employees or outside of the above.

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