Digital Experience Manager - Northern

About Lendlease
Lendlease is Australia’s leading real estate business with International operations. Our core expertise is in Investment Management, Development, and Construction. For more than 60 years, we have created thriving places around the globe.
 

Lendlease’s Digital team focuses on creating innovative solutions across the entire project lifecycle, from design and construction to operation and customer experience. Our work encompasses areas like data analytics, digital twins, smart buildings, and advanced construction technologies, ultimately aiming to improve efficiency, sustainability, and the overall value delivered to clients and communities.

About the Role

The Digital Experience Manager is responsible for the following capabilities across the Americas, UK and Europe:

• Acting as a Digital liaison for the operating businesses.
• Leading the delivery of IT experience; leading technology procurement; and leading asset management.

This role combines operational leadership with portfolio management and ensures alignment between business needs and service delivery.  The role also ensures the services delivered are aligned with Digital objectives. This role plays a key position in ensuring customer experience and satisfaction, as well as insights for driving continuous service improvement.

Key Focus Areas

• Leading a high-performing team of regionally located DX specialists to deliver outstanding customer support services. Promoting a consistent and customer-centric ‘Lendlease Digital’ experience across all touchpoints.
• Fostering a team culture that values inclusivity, diversity, wellbeing, and engagement.
• Acting as a key Digital liaison for the operating businesses in region, aligning technology capabilities with strategic objectives and guiding operating business stakeholders through the demand management process to appropriate Digital services.
• Supporting the IT transformation journey across the Americas, UK, and Europe in partnership with Managed Service Providers.
• Partnering with the Digital Place team to ensure successful delivery of regional projects.
• Managing vendor relationships and service delivery outcomes in collaboration with procurement and finance teams.
• Leading regional technology procurement and asset management to ensure cost-effective, compliant, and fit-for-purpose solutions.

Key Accountabilities Strategic

• Lead the execution of the Digital Experience (DX) strategy in-region by coordinating initiatives that align with business goals. Success Measure: 90% of DX initiatives aligned to business strategy and included in the regional roadmap.
• Partner with Digital Experience and internal teams to identify and deliver improvements to customer and employee experiences. Success Measure: ≥ 80% of identified experience improvement opportunities implemented within 12 months.
• Maintain visibility of business goals and initiatives to support alignment with Digital priorities across the region. Success Measure: ≥ 80% of business initiatives mapped to Digital service areas or roadmaps.
• Share insights and feedback from business stakeholders to inform Digital strategy and improve stakeholder engagement. Success Measure: ≥ 90% of stakeholders report improved visibility and engagement with Digital
• Coordinate vendor and procurement activities in-region to support business and financial goals. Success Measure:  Procurement requests are completed within agreed timelines ≥ 90% of the time.
• Manage device lifecycle records to ensure audit readiness and compliance across the region. Success Measure: 100% of devices tracked with up-to-date lifecycle data and available for audit review.
   

Operational

• Lead a high-performing DX team to deliver consistent, high-quality support services. Success Measure: ≥ 90% of support tickets resolved within SLA; CSAT ≥ 4.5/5.
• Monitor and improve service delivery performance using data and feedback loops. Success Measure: ≥ 85% of service improvement actions completed within 90 days of identification.
• Coordinate the intake and tracking of business requests, ensuring timely progression through demand processes. Success Measure: ≥ 90% of requests triaged and progressed within agreed timeframes.
• Facilitate two-way communication between business units and Digital teams. Success Measure: ≥ 85% of stakeholders satisfied with communication and responsiveness.
• Maintain accurate and compliant asset lifecycle management across the region. Success Measure: 100% of assets tracked in inventory system; ≤ 5% audit variance.
• Coordinate with procurement and finance to manage renewals, allocations, and vendor escalations. Success Measure: 100% of renewals completed on time; ≤ 10% of vendor escalations unresolved beyond SLA.

Technical

• Identify automation and self-service capabilities to improve support efficiency. Success Measure: ≥ 10% of repeatable support tasks automated or transitioned to self-service.
• Ensure compliance with IT service management processes and governance standards.
• Success Measure: 95% adherence to change, incident, and problem management processes.
• Work with Digital SMEs to ensure business requirements are clearly documented and translated into solution briefs. Success Measure: ≥ 90% of briefs accepted by delivery teams without major rework.
• Support compliance and quality of regional application portfolio by coordinating annual reviews. Success Measure: 95% of OPERATING applications reviewed annually for compliance and lifecycle status.
• Ensure procurement and asset processes comply with IT governance and financial policies. Success Measure: 95% adherence to procurement and governance processes; zero critical audit findings.
• Ensure processes are adhered to for visibility and control over technology assets. Success Measure: ≥ 90% of end user devices are correctly assigned and tracked.

About You

• Degree, certification, qualification or equivalent experience in Business, Information Technology, Computer Science preferred
• Working with senior stakeholders to develop solutions, which solve business problems
• Technology-related work experience
• Technology field/site experience
• Customer service in technology support or equivalent
• Customer-centric productivity teams
• Supporting hardware and/or software products E.G. Microsoft
• Supporting small to medium-sized networks
• Supporting AV and VC technologies
• Understanding of the business domain as well as process, concepts and best practices
• Development of presentations and knowledge articles
• Training skills
• Negotiation skills
• Well-developed presentation, written and verbal communication skills across business and technical stakeholders

Personal Attributes

• Customer experience, outcomes and service excellence focused
• Structured problem solver and attentive to details
• Highly resourceful and influential
• Team leadership and/or management, and a team player
• Performs well under pressure
• Growth mindset and forward thinking

Benefits of working at Lendlease

• Industry leading pension scheme
• Private medical health benefit and dental plan options
• Enhanced parental leave
• Life assurance
• 25 days annual leave with the option to buy or sell additional days
• Wellbeing leave
• Health and wellbeing support and initiatives
• 24/7 confidential Employee assistance program
• Discounted gym membership to over 2,500 gym’s nation wide

To find out more about us and to explore all other opportunities visit www.lendlease.com/careers

Lendlease is committed to being a diverse and inclusive employer of choice by engaging, enabling and empowering our people. All qualified applicants will receive consideration for employment and we are happy to consider flexible working arrangements. Inclusion sets us all up for success and we particularly encourage applications from currently under-represented groups in our industry including those who self-identify as women, black, Asian, minority ethnic, lesbian, gay, bisexual, transgender and/ or disabled.