Digital Manager

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

“It feels good to have a career with real purpose.”

The tools and technology used by our customer-facing colleagues play a critical role in delivering great customer outcomes, which is why we're looking for a Digital Manager to help shape and improve these digital platforms, services and journeys that support colleagues across our Operations and Contact Centre teams.

Working within the Chief Digital Office, you'll partner closely with Operations, Technology and Digital teams to identify pain points, prioritise improvements and deliver meaningful digital change. Using colleague insight, operational data and customer feedback, you'll help create simpler, smarter experiences that make it easier for colleagues to support customers every day.

This is a highly collaborative role with significant exposure to senior stakeholders, requiring someone who can build strong relationships, influence decision-making and drive change across a complex organisation.

About the role

• 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.

About you

• 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.

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.

Inclusion, diversity and belonging

We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.

Only candidates who have the legal right to work in the UK or Ireland can undertake this role.
Unfortunately, Royal London is unable to provide visa or work permit sponsorship.