Digital Transformation Support & Enablement Officer

SmartStart operates a growing network of community-based early learning programmes across South Africa, supported by an increasingly complex set of digital tools, platforms, and data systems. Getting these tools working well for the people who use them every day, coaches, franchisees, and programme leads, is critical to the quality of what SmartStart delivers on the ground.

This role exists to make that happen. The Digital Transformation Support & Enablement Officer sits within the Digital Transformation team and provides hands-on operational support to ensure that SmartStart’s digital tools are used correctly, data flowing through the system is reliable, and the people who depend on that data have the visibility they need to do their jobs well.

It is an officer-level support role. The person in this position will monitor, coordinate, flag, and assist, working closely with the Digital Transformation Manager and across teams to ensure the day-to-day operational side of digital adoption runs smoothly.

The Digital Transformation Support & Enablement Officer will be responsible for:

• Monitoring submission flows and data quality across SmartStart’s digital platforms and flagging issues to the relevant teams.
• Assisting with data cleaning and data quality efforts in collaboration with the SDI team.
• Supporting programme leads and coaches to use digital tools correctly and consistently.
• Helping produce user-friendly communication materials and guidance that make digital tool use easier.
• Assisting with the implementation of recognition and incentive mechanisms that reward positive digital behaviours.
• Coordinating with IT and Digital Transformation teams to log, escalate, and follow up on frontline digital support issues.

Core Responsibilities

• Data Quality, Visibility & Operational Insights
• Support programme leads and managers by ensuring they have clear, timely visibility into programme submissions and key performance information.
• Monitor the flow of work products and submissions across platforms including SmartLink, Funda App, and Moodle, and flag outstanding items to programme leads.
• Assist the SDI team with data cleaning efforts to reduce duplication, errors, and gaps across programme data.
• Support programme leads and the NST team to set up and use simple, user-friendly views and summaries that support routine performance conversations.
• Communication, Adoption & Behaviour-Change Support
• Ensure coaches and franchisees receive clear, timely guidance on using digital tools correctly and consistently.
• Support the development of communication materials that help users understand what to do, when to do it, and which tool to use.
• Assist in producing behaviour-change nudges, prompts, and user-friendly guides that make digital tool use and data collection easier.
• Coordinate with call-centre and IT support structures to ensure messaging and escalation pathways are consistent.
• Recognition, Incentives & Performance Motivation
• Assist in creating conditions that encourage and reward positive digital behaviours across the network.
• Help implement recognition mechanisms for coaches and franchisees who consistently meet submission requirements or demonstrate excellence in digital tool use.
• Support the rollout of incentive structures, including digital badges, leaderboards, and reward cycles.
• Assist programme leads in ensuring recognition is aligned to programme goals rather than volume-based metrics alone.
• Digital Support & System Liaison
• Act as a practical link between frontline users and the Digital Transformation and IT teams.
• Log and escalate frontline digital tool issues through the correct channels, freeing the Digital Transformation and IT teams from routine troubleshooting.
• Assist in identifying recurring user problems and communicating these clearly to the relevant technical teams.
• Support the monitoring of data trust issues, including duplication and system inconsistencies, and flag patterns to relevant leads.

Requirements

Qualifications and Experience

• National Diploma or Bachelor’s degree in Information Systems, Data Management, Communications, Education Technology, Development Studies, or a related field.
• 3 to 5 years of relevant experience in a digital support, data coordination, or user-enablement role within a programme or operational context.
• Demonstrated experience supporting non-technical users to adopt or use digital tools or systems.
• Experience assisting with data quality monitoring, data cleaning, or operational data coordination.
• Experience working within frontline networks, community-based organisations, or NGOs.
• Familiarity with digital programme management platforms such as Salesforce, Moodle, or similar tools.
• Experience in the social development or early childhood development sector is advantageous.
• An additional qualification or certification in data management, digital literacy, or change management is advantageous.

Key Competencies

• Strong attention to detail and a methodical approach to data accuracy.
• Clear written and verbal communication skills, with the ability to translate technical information for non-technical users.
• User-centred mindset, able to design simple, practical solutions that work for people on the ground.
• Proactive problem-solving and the ability to work across multiple teams simultaneously.
• Comfort working with digital tools, data platforms, and Microsoft Office.
• Ability to build effective working relationships with frontline staff, coaches, and programme leads.
• Self-directed learning, able and willing to pick up new tools and systems independently.

General Skills

• Good planning and prioritisation skills, able to manage several concurrent tasks without losing track of detail.
• Reliable follow-through, able to log, track, and close out issues without needing to be chased.
• Clear escalation judgement, knows what to resolve independently and what to flag upward.
• Fluency in at least one African language in addition to English