Digital Manager - Customer

Manchester Digital; Manchester; Híbrido; GBP 60.000 - 90.000; Jornada completa

Descripción de la vacante

Royal London, the UK’s largest mutual life, pensions and investment company, invites applications for a digital change role in a hybrid environment. You’ll partner with Operations, Technology and Digital teams to identify pain points, prioritise improvements and deliver meaningful digital change to support colleagues serving customers.

This highly collaborative role offers exposure to senior stakeholders, with governance and regulatory requirements guiding delivery.

Formación

• Experience leading digital products, platforms or services 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 and risk considerations.
• Passionate about improving how colleagues use digital tools and technology to deliver better customer outcomes.

Responsabilidades

• 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.

Descripción del empleo

Location: Alderley Park (Macclesfield), Glasgow

Closing date: 14th October 2026

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.

Contract type: Permanent

Location: Alderley Park (Macclesfield), Glasgow

Working style: Hybrid 50% home/office based

Closing date: 14th October 2026

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.

If you feel you’d be a great fit for Royal London but don’t meet every requirement, we’d still love to hear from you. Research shows some candidates are less likely to apply unless they meet 100% of the criteria - if you meet most requirements and are keen to learn, we encourage you to apply.

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.