Digital Manager

Can you communicate with stakeholders of all levels? Are you a creative, customer focussed problem solver? If so, we need you!

We're looking for Digital Manager to join our Commercial & Marketing team in our Haywards Heath, West Sussex office.

In this role you'll lead the creation and execution of the digital journey roadmap, delivering best in class user journeys that deliver improved commercial and user experience metrics such as CTS, MTA completion, retention and cross-sell performance.

Bold and driven? Lets do this, together!

Core skills we're looking for to succeed in the role:

• Communicating with stakeholders at all levels


• Creative thinking / problem solving / ownership


• Customer focused


Nice to have skills, but optional:

• Experience in a regulated industry such as Insurance or Financial Service


What's involved

• Create optimised digital journeys that improve new business conversion, upsell performance, make it easier for customers to complete in-life tasks online like updating their policy details or getting a quote for a multicar policy without needing to contact customer operations for help and renew online


• Inspire buy-in and sponsorship from team members, stakeholders and senior leadership to deliver our vision for the digital journeys


• Own the digital product roadmap for the digital journeys and work with stakeholders across the business to deliver the target outcomes.


• Lead digital projects, working closely with our IT and change colleagues to define digital change/business cases, prioritisation and timescales to deliver transformational change.


• Continuously improve our digital journeys through rigorous A/B and MVT testing.


• Review outcomes of digital initiatives, report on them and incorporate the knowledge into future marketing activity and annual plan development.


• Constantly hunt for new ways of optimising the digital journeys through the creation and evolution of our digital new business, Your Account, renewal and digital claims journeys


• Work closely with operational colleagues to deliver our operational targets through optimising the use of FAQs, digital chat, self-service portals and other digital channels.


• Management of external parties to help deliver the digital marketing plan within the agreed cost and time parameters.


• Ensure all digital assets produced are delivered in accordance with all brand guidelines and journey design principles and compliant with regulatory guidelines (e.g. FCA, ASA etc.).


• Conduct employee management duties including:

+ Delivering coaching and feedback to direct reports to achieve KPI's and SLA's, and conducting regular performance reviews, including probationary reviews and annual appraisals as necessary.
+ Deal with all employee issues including monitoring absence and conducting disciplinaries
+ Assist the recruitment process where necessary.

• Ensure compliance with company and other relevant standards / regulations at all times Maintain department risk registers (as applicable), providing evidence and commentary for controls, updates for Mitigation Actions and maintaining control matrices and attestations. Also, to ensure that your team are aware of their responsibility to identify and report risk.


• Any other reasonable duties as required.
  
  Proven track record in digital product management with demonstrable results.


• Experience in the application of continuous improvement principles.


• Experience of working in an agile development environment and managing multiple projects.


• Experience of scoping features and functions, seeing this through from design to delivery.


• Understanding of digital design, UX and analytics., Ability to think creatively with an attitude that inspires colleagues to turn ideas into reality.


• Ability to think in a structured way to solve problems and capitalise on opportunities.


• Ability to react instantly to any customer journey issues that surface and consider ideas to resolve.


• Ability to analyse data and product mini business cases to justify and define rationale for tests and journey changes


• Excellent communication skills, both verbal and written with the ability to present complex issues to a wide range of stakeholders.


Knowledge

• In depth knowledge and understanding of digital user experience, direct marketing and e commerce principles and practices.


• Understand the importance of web design, development, web usability and accessibility.


Behaviours

• Strong sense of empathy with a brilliant ability to collaborate with a wide range of stakeholders.


• A can-do attitude and a passion for design and usability with a good eye for detail.


• Proactive and analytical by nature with the focus on data-based decision making to drive continuous change and incremental value against budget and target KPIs


• A driven attitude to deliver change and rapidly overcome obstacles.


• An agile approach to project management and able to rapidly react to changes in business priorities to take advantage of emerging business and customer opportunities., People first. Always. We're passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that's what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you'll enjoy, take a look at all our perks in full here.
  
  We're First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.


Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it's the people inside and outside our business that power us. They make us stand out, help us succeed. We're ambitious. We're growing. We've won awards.