Digital Applications & Continuous Improvement Lead - £45,000 - £55,000 p.a. (Full Time)

The Goldsmiths’ Company is hiring a Digital Applications & Continuous Improvement Lead to serve as the trusted digital applications contact for colleagues across the organisation. The role purpose is to act as the business-facing point of contact for key digital platforms, working closely with non-technical colleagues, external suppliers and third-line subject matter experts to translate operational needs into practical improvements. The postholder will champion effective use of Microsoft 365, Beacon CRM and Tripleseat, improve user confidence and adoption, coordinate issue resolution, and drive continuous improvement across digital processes and ways of working.

Salary

£45,000 - £55,000 per annum (DOE)

Place of work

Goldsmiths’ Hall, Foster Lane, London, EC2V 6BN

Job Type

Full Time, Fixed-Term Contract (up to 18 months)

Hours

Monday to Friday, 9:30am to 5:15pm, Hybrid

Reports to

Head of IT

Qualifications & Professional Development

Essential

• Degree in IT, Computer Science, or related discipline, or equivalent professional experience.

• Evidence of continuous professional development (e.g., relevant training, certifications, or self-directed learning).

Desirable

• Microsoft certification(s) (e.g., Microsoft 365 Fundamentals, Power Platform Fundamentals), AI or equivalent vendor-accredited learning.

Digital Applications, Stakeholder Facilitation and Continuous Improvement

Essential

• Proven ability to act as the bridge between non-technical colleagues and third-line specialists, suppliers or subject matter experts, ensuring business needs are clearly understood, prioritised and translated into improvements.

• Experience supporting the optimisation and adoption of business applications, ideally including Microsoft 365, CRM platforms, events management systems and other SaaS tools used across operational teams.

• Ability to gather requirements, map user journeys, understand operational pain points and convert them into clear user stories, change requests, configuration recommendations, process improvements or supplier briefs.

• Confident coordinating with third-party suppliers, managed service providers and internal technical specialists, including raising well-evidenced support cases, monitoring progress, challenging responses where appropriate and confirming successful business outcomes.

• Experience acting as the central point of contact for application issues, enhancements and user queries, maintaining ownership of communication and ensuring colleagues receive clear, timely and user-friendly updates.

• Ability to support testing, release validation, user acceptance testing and change communication for updates affecting Microsoft 365, Beacon CRM, Tripleseat and wider digital platforms.

• Experience producing practical guidance, process notes, knowledge articles, training materials and adoption resources that help colleagues use systems confidently and consistently.

• Strong analytical and service-improvement mindset, with the ability to identify recurring issues, spot opportunities for automation or process simplification, and promote changes that improve efficiency, data quality and user experience.

• Understanding of good practice in data handling, confidentiality and secure system use, including GDPR-aware working, appropriate access controls and safe management of sensitive organisational information.

• Working knowledge of IT service management principles is helpful, but the emphasis of the role is on business engagement, application adoption, continuous improvement and effective coordination rather than routine first- or second-line technical support.

Desirable

• Experience in an education-adjacent, charity, heritage, membership, or professional services setting where service quality, discretion, and stakeholder relationships are important.

• Exposure to workplace AI tools (e.g., Microsoft Copilot) and support user adoption in a practical, responsible way.

• Exposure to automation/low-code platforms (e.g., Power Automate, Power Apps), such as supporting existing flows/apps, improving simple workflows, or helping users build capability.

• Experience supporting basic reporting/data extracts and data quality activities (e.g., managing duplicates, field consistency, controlled imports/exports), ideally within CRM/ERP contexts.

Role Focus and Key Responsibilities

• Serve as the trusted digital applications contact for colleagues across the organisation, helping them make better use of agreed platforms and ensuring issues are progressed through the right technical or supplier channels.

• Work with business teams to identify where Microsoft 365, Beacon CRM and Tripleseat can improve operational efficiency, collaboration, reporting, customer/member experience and event delivery.

• Lead the capture, clarification and prioritisation of user requirements, ensuring suppliers and technical specialists receive clear information and business context.

• Champion continuous improvement by tracking recurring issues, gathering feedback, recommending changes and helping embed better processes, guidance and user behaviors.

• Support governance, data quality and responsible adoption of digital tools by encouraging consistent ways of working and appropriate use of organisational systems.

Behavioral Competencies

• Stakeholder focus: build credibility with non-technical colleagues, understand their operational priorities and provide a high-quality, responsive and professional service.

• Change mindset: actively seek opportunities to improve processes, platforms and user experience, and help colleagues adopt more effective ways of working.

• Communication: translate technical or supplier language into plain English, produce concise user guidance and keep stakeholders informed throughout issue resolution or change activity.

• Ownership and coordination: take responsibility for ensuring issues, improvements and requests move forward, even when technical delivery sits with a third party or specialist team.

• Analytical thinking: identify root causes, patterns and improvement opportunities, and use evidence to recommend practical changes.

• Collaboration: work constructively with colleagues, suppliers and technical specialists, balancing user needs with governance, security and organisational priorities.

• Judgement and discretion: manage sensitive information appropriately and operate within agreed governance, data protection and security expectations.

To apply for the Digital Applications & Continuous Improvement Lead role, please submit your CV to Jobs@thegoldsmiths.co.uk by Monday 14th September 2026. Interviews will take place on Tuesday 22nd September and Monday 28th September.