Digital Experience Lead for Colleague Tools

Royal London; Alderley Edge; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

28 days annual leave

Pension scheme up to 14%

Private medical insurance

Job summary

Royal London is seeking a Digital Manager to shape and improve colleague-facing digital platforms, services and journeys across Operations and Contact Centre teams. You will partner with Operations, Technology and Digital teams to identify pain points and deliver meaningful digital change.

In this role, you will lead an agile squad and collaborate with senior stakeholders to drive improvements while ensuring governance and regulatory alignment.

Qualifications

• Experience leading digital products, platforms, services or operational change initiatives within a complex organisation.
• Strong understanding of Contact Centre or operational environments and the technology used to support customer service delivery.
• Experience working in agile teams and delivering technology-enabled change.
• Proven ability to identify operational pain points and translate them into practical digital solutions.
• Strong stakeholder management and influencing skills, with experience engaging Heads of departments and other senior leaders.
• Comfortable balancing colleague experience, customer outcomes, business priorities and risk considerations.
• Passionate about improving how colleagues use digital tools and technology to deliver better customer outcomes.

Responsibilities

• Own the roadmap deliverables, performance and continuous improvement of colleague-facing digital platforms and services.
• Partner with Contact Centre and Operations teams to understand pain points and identify opportunities to improve colleague and customer outcomes.
• Lead delivery within a cross-functional agile squad, working closely with Technology, UX and business teams.
• Use operational insight, colleague feedback and data to prioritise change and maximise business value.
• Drive continuous improvement through testing, learning and evidence-based decision-making.
• Build strong relationships with senior stakeholders across Digital, Operations and Technology to gain alignment and support delivery.
• Ensure solutions are delivered in line with governance, security and regulatory requirements.

Skills

Stakeholder management

Agile methodologies

Digital product leadership

Operational change

Job description

Royal London is seeking a Digital Manager to shape and improve colleague-facing digital platforms, services and journeys across Operations and Contact Centre teams. You will partner with Operations, Technology and Digital teams to identify pain points and deliver meaningful digital change.

In this role, you will lead an agile squad and collaborate with senior stakeholders to drive improvements while ensuring governance and regulatory alignment.