Digital Experience Manager

SquareTrade; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A digital protection service provider in the UK is seeking a Digital Experience Manager to drive digital adoption and enhance customer experience across European markets. The ideal candidate will have a degree, strong analytical skills, and experience working in digital channels. You'll collaborate with cross-functional teams, manage B2C servicing strategies, and empower partner store teams with digital tools. This position offers a hybrid work environment.

Qualifications

• Experience in digital channels and improving customer experiences.
• Ability to perform analysis using diverse data sources.
• Strong interpersonal skills for stakeholder engagement.

Responsibilities

• Drive digital adoption and self-service growth across European markets.
• Own B2C servicing website strategy and customer journey optimization.
• Lead digital experience for partner store teams and product launches.

Skills

Analytical mindset

Innovation

Collaboration

Autonomy

Management of priorities

Education

Degree level educated

Tools

Website analytics

SEO analytics

SQL

Job description

SquareTrade is the fastest growing partner in the global device protection market and we work with many of the world’s largest operators, retailers and manufacturers. Our obsession with putting the customer first, from our transparent T&Cs to our better products, always available online claim filing and our flexible resolution options, are all underpinned by our exceptional team. This is the secret behind how we’ve continued to shake up the industry. We are the ones transforming a “bad” service category into something that empowers people to take care of the things that keep life running smoothly. Together, we’re united by the same end goal: to completely change what people expect from an insurance plan.

We now protect over 140 million devices globally and work across Europe, with partners including Apple, T-Mobile and Telenor. We have been first to market with a number of key innovations, including fully-digital claims, choice of resolution option, next day exchange and same-day services via local and on-site repair. Our European ambition continues to grow as we step into new sectors including B2B, CE insurance and trade in products.

Job Description

The Digital Experience Manager will play a critical role in executing the SquareTrade Europe digital plan over the next three years and beyond. You’ll be part of the Digital and Communications team, sitting in the Customer Experience function within Operations.

We’re scaling fast with ambitious goals to transform our digital experience - delivering seamless customer journeys while driving efficiency and reducing service costs. Operating across 12 markets and 13 languages, you’ll lead initiatives to accelerate digital adoption, identify high-impact opportunities, and make self-service the default choice for customers.

You’ll lead our strategy in redefining our partner store experience, deploying digital tools that empower store teams to deliver better, faster, and more consistent results.

The Digital Experience Manager will work closely with our Global Product and User Experience (UX) teams. You will play a key role in representing our European markets, working to influence Product Teams as well as supporting them with capability execution in Europe.

This role is about ownership, execution, and impact. You’ll be trusted to think big and act boldly - combining creativity with execution to craft and deliver a digital vision that drives real impact.

What you’ll do:

• Drive digital adoption and self-service growth across our European markets, accelerating our Digital Transformation and delivering measurable impact on customer engagement and servicing efficiency.
• Own our B2C servicing website strategy - shaping the roadmap, optimizing customer journeys, and using data and insight to design and continuously improve the end-to-end experience.
• Lead the digital experience for partner store teams, embedding our digital tools and capabilities in-store to enhance performance and deliver seamless customer experiences across every touchpoint.
• Support new product launches and partner expansions, ensuring digital channels and experiences are ready to scale.

How you’ll achieve it:

• Blend insight with imagination - use data, analytics, and creative thinking to uncover opportunities, understand customer pain points, and shape solutions that drive measurable business impact.
  
• Collaborate cross-functionally with Product, UX, and business teams to translate insight into action, from opportunity identification through to delivery and adoption.
  
• Take ideas from analysis to execution, driving initiatives that improve the digital journey and elevate both customer and partner experiences.
  
• Leverage and evolve our digital ecosystem, maximising impact from existing platforms while exploring new technologies and capabilities to push what’s possible.

Qualifications

Skills & Qualities:

• You have a strong analytical mindset; ability to draw on different data sources to identify trends, opportunities and track key KPIs.
• You are passionate about innovation with a drive to explore new technologies and capabilities to enhance the digital customer journey.
• You are forward thinking and have a creative mindset.
• You have strong collaboration and interpersonal skills; with an ability to build effective working relationships with internal and external parties to influence and drive change.
• You operate with autonomy and initiative, bringing energy, focus, and follow-through to every challenge. You’re always pushing to make progress and drive results.
• You have an ability to manage multiple competing business priorities in a scale up environment.

Experience:

Required:

• Degree level educated
• Experience performing analysis using a range of data sources to identify opportunities, support business case development and track key performance indicators.
• You have experience working in digital channels, driving customer adoption and experience improvements.
• Experience working with digital product teams and knowledge of user experience (UX) principles.
• Extensive experience engaging with internal and external stakeholders at varying seniority levels.
• Website analytics and SEO analytics
• Experience working with different demographics across multiple languages in digital channels

Other:

• Knowledge of SQL is helpful, although not essential.

Additional Information

We work in a hybrid model: 3 days in the office, 2 days from home.

All your information will be kept confidential according to EEO guidelines.

SquareTrade is an Equal Opportunity Employer