Digital Experience & Consulting Lead – Pensions

Capita; United States; Remote; USD 107,000 - 160,000; Full time

Benefits offered by this job

23 days holiday rising to 27

Company matched pension

Cycle-to-work scheme

15 weeks paid maternity leave

Volunteer day

Employee networks

Job summary

Capita Pension Solutions is seeking a Digital Experience & Consulting Lead – Pensions to manage a cross-functional team delivering digital services across member and employer journeys.

The role emphasises user-centred design, client consulting and governance across delivery, with security clearance prerequisites and a home-based working model in the UK.

Qualifications

• Digital experience in the financial services/regulated sector, ideally pensions.
• Experience overseeing the build, delivery and implementation of digital products.
• Strong communication and negotiation skills for stakeholder engagement.
• Able to influence wider teams toward customer centric delivery.

Responsibilities

• Lead and develop teams across Digital Implementation, Customer Experience and Design.
• Own governance, delivery standards and portfolio performance.
• Champion user-centred design and research-led decision making.
• Act as senior adviser to clients on digital experience and service improvement.
• Manage utilisation, resource planning and delivery budgets.

Skills

Digital CX

Client relationships

Consulting

Delivery

Team leadership

Job description

Digital Experience & Consulting Lead – Pensions

Home Based

We are looking for a Digital Experience & Consulting Lead to join Capita Pensions Solutions and manage a team that are accountable for the delivery, implementation and continuous improvement of digital services across member and employer journeys for our public and private sector pensions clients.

You will come from a digital consulting background with delivery experience and ideally have pensions experience or come from a financial services/regulated sector.

In this client facing role you will have digital experience in customer experience, client relationships, consulting, implementation and team leadership to ensure our solutions are user-centred, commercially sustainable and deliver measurable outcomes for our pension’s clients and their members.

This role requires applicants to have been resident in the UK for the last 5 years as additional security clearance is required

Job title

Digital Experience & Consulting Lead – Pensions

Job Description

Key Responsibilities

Leadership & Team Development

• Lead and develop teams across Digital Implementation, Customer Experience and Design.
• Build a high-performing culture focused on collaboration, innovation and accountability.
• Manage team capability, capacity, utilisation and development

Digital Delivery & Implementation

• Own governance, delivery standards and portfolio performance.
• Ensure projects are delivered to agreed scope, quality, budget and timescales.
• Manage implementation roadmaps, risks, dependencies and continuous improvement activity

Customer Experience & Proposition Development

• Champion user-centred design, accessibility and research-led decision making.
• Support the development and evolution of digital propositions, services and customer journeys.
• Use insight, analytics and customer feedback to drive improvements in engagement and adoption

Client Consulting & Relationship Management

• Act as a senior adviser to clients on digital experience, engagement and service improvement.
• Lead workshops, discovery sessions, demonstrations and governance forums.
• Deliver digital consulting services and oversee implementation activity from mobilisation through to benefit realisation.
• Build trusted client relationships and act as the primary point of escalation for digital delivery matters.

Operational & Financial Management

• Manage utilisation, resource planning and delivery budgets.
• Support bids and proposals by providing subject matter expertise and delivery input.
• Ensure services are delivered efficiently and achieve agreed client and business outcomes.

Key Accountabilities

• Digital delivery performance
• Client satisfaction
• Team engagement and development
• Resource utilisation
• Quality of digital experiences
• Digital consulting delivery
• Proposition evolution and innovation
• Regulatory, security and accessibility compliance

What Are We Looking For

• Digital experience in the financial services/regulated sector ideally pensions
• Digital experience that includes understanding the on-line experience, consulting and overseeing the build, delivery and implementation of digital products
• Strong communication and negotiation skills with the ability to articulate information in front of stakeholders. Helping them understand our vision now and in the future. Being able to appropriately challenge different points of view and work towards an agreed solution
• Able to collaborate with and influence wider teams to buy into the importance of customer centric delivery, influencing wider team members and challenging when needed

About Capita Pension Solutions

At Capita Pension Solutions (CPS)we continue to grow and evolve our Strategy & Product function. We are at another exciting point in that evolution, defining and executing CPS’s strategic goals as well as developing the next generation of market leading Products and Services. We have ambitious objectives and plans for 2026 and beyond.

What’s in it for you

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email Iqbal at [e-mail] or call 07784 237318 and we’ll get back to you.For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter.If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work .

Location

Home-Based - GBR

,

United Kingdom

Time Type

Full time

Contract Type

Permanent