Senior Digital Manager

Admiral Group Plc; Cardiff; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

33 days holiday

Free shares

Disability confident leader

Job summary

Admiral Group Plc's Admiral Money unit seeks a Senior Digital Manager to lead customer communications and experience design, reporting to the Head of Digital. You will manage and develop the UX/UI team to deliver best-in-class digital experiences across all customer touchpoints.

You will own the communications platform (Mapp), define a contact strategy, supervise campaigns, and coach cross-functional agile squads while ensuring compliance and governance.

Qualifications

• Understanding of the digital customer lifecycle and end-to-end communications.
• Experience delivering communications or digital solutions across the customer lifecycle.
• Experience working with UX designers and agile delivery teams.
• Knowledge of FinTech environments is beneficial and a passion for exploring new technologies.

Responsibilities

• Lead customer communications and experience design across all touchpoints.
• Own the communications platform (Mapp) and ensure SLAs and governance.
• Manage and develop the UX/UI team and oversee workflows and documentation.
• Design and execute multi-channel communication campaigns for existing and prospective customers.
• Maintain communications registers and the testing framework for quality and consistency.
• Collaborate with analytics to demonstrate business value of communications.
• Define audience cohorts and personalization strategies across channels.
• Leverage AB testing to improve performance and engagement.
• Uphold brand tone of voice and liaise with brand teams for alignment.
• Ensure compliance with data protection regulations (GDPR) and internal policies.

Skills

Digital marketing

Customer experience

UX collaboration

Agile delivery

FinTech familiarity

Data opportunities

Tools

Mapp

Job description

We are recruiting for a Senior Digital Manager to join our team at Admiral Money on a 12-month fixed-term contract!

About us

Admiral Money is the dynamic lending arm of Admiral Group, offering personal loans, motor finance, and homeowner loans since 2017. We’re building something special for our customers and are looking for curious, driven individuals ready to learn, take on challenges, and make an impact.

We’re proud to be a certified Great Place to Work for over 25 years, with recognition for Women and Wellbeing. Our inclusive culture empowers everyone to Be You.

Need support during the recruitment process? Just let us know – we’re here to help.

The role

The Senior Digital Manager will play a pivotal role in leading customer communications and experience design, reporting directly to the Head of Digital. This role is responsible for the management and development of the UX/UI team, ensuring best-in-class digital experiences across all customer touchpoints.

Key Responsibilities

Strategic Communication Planning

• Partner with UX, customer insight, and product teams to define and deliver a comprehensive contact strategy for in-life/acquisition transactional and campaign communications.
• Ensure communications are highly personalised, timely, and aligned with customer needs.

Communications Platform Owner

• Act as the primary owner of the communications platform (Mapp) relationship.
• Ensure SLAs are met, reporting is accurate and timely, and system usage remains within contractual thresholds to mitigate commercial risk.
• Ability to train other colleagues on the platform.

Team Leadership & Management

• Lead, manage, and develop the UX/UI team, embedding best practices in experience design and ensuring a consistent, user-focused approach across all projects.
• Oversee team workflows, documentation, and version control to optimise efficiency and quality.

Campaign Development

• Design and execute communication campaigns (marketing and servicing) for both existing and prospective customers, collaborating with product and commercial teams.

Communications Management

• Manage communications registers and ensure they are up to date and reviewed on a regular basis.
• Own the communications testing framework and ensure all communications abide by this, managing review schedules, co‑ordinating tests with UX, and maintaining version controls to optimise efficiency and quality.

Performance Reporting & Value Demonstration

• Collaborate with analytics teams to track, analyze, and articulate the business value of all customer communications.
• Deliver actionable insights and recommendations to enhance effectiveness and efficiency.
• Showcase communications updates with key stakeholders on a quarterly basis.

Audience Segmentation & Personalisation

• Work closely with the data team and other stakeholders to define audience cohorts and deliver targeted engagement strategies across multiple channels.

Optimisation & Experimentation

• Leverage AB testing and optimisation tools within the communications platform to continuously improve performance and increase engagement through data‑driven iteration.

Brand & Tone of Voice

• Champion the company’s brand, tone of voice, and communication standards.
• Review all content that requires a tone of voice approval.
• Liaise with the EUI brand team to ensure consistency and alignment across all channels and touchpoints.

Compliance & Data Governance

• Ensure all communication activity complies with data protection regulations (GDPR) and internal policies.
• Embed governance and risk awareness into all aspects of planning and delivery.

Preferences & Cross‑sell Enablement

• Partner with EUI to shape and deliver the preferences/opt‑in workstream.
• Ensure robust mechanisms are in place to capture communication preferences and unlock cross‑sell opportunities.

Requirements

• Understanding of the digital customer lifecycle, particularly customer communications, with a strong understanding of digital marketing and online customer experiences.
• Experience delivering communication or digital solutions across the customer lifecycle through multiple channels.
• Experience working with UX designers and agile delivery teams.
• An understanding of the FinTech environment would be beneficial, alongside a passion for identifying new technologies, processes and data opportunities to enhance customer outcomes.
• Experience delivering complex digital products and processes within a regulated environment.
• Customer experience focused, with the ability to positively challenge stakeholders to ensure fair customer outcomes while balancing business growth objectives.
• Experience identifying, measuring and realising value from digital initiatives.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people‑first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people‑first culture. In fact, we’ve been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work‑life balance; You can view some of our other key benefits here.

As a Disability Confident Leader, for candidates with a disability or long‑term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.

If you need any adjustments or support with your application or during the recruitment process, just let us know. Please do email [e-mail] or contact us on 07780038264. This number is dedicated to supporting candidates that require reasonable adjustments or support during the application process.