Position: Head of Digital

Head of Digital

Employment type: Permanent
Location: London
Salary: £100 – £120K
Recruiter: John Atkins


  • This is a new role that will lead the definition and delivery of high quality digitally enabled propositions and automation for the Retail Business Unit that improve customer experience, make the organisation more efficient and grow revenues. This includes direct customer and adviser facing capabilities such as apps and self-service channels, but also enabling capabilities such as data, insights, workflow and apps for colleagues.
  • The role will be a visible advocate for digital enablement and automation and will collaborate to get colleagues and other stakeholders enthusiastic about digital and automation opportunities.
  • The role will own the vision of how digital propositions fit together and how they fit with the wider business processes and systems.
  • The role will sponsor business cases, successfully gaining investment and operate as product owner for new/enhanced digital products.
  • The role will be directly responsible for leadership of the Retail contact centre and its transformation to a digitally enabled omnichannel capability.
  • The role will  also be responsible for driving best practices and processes across the digital propositions.


  • To develop and own the digital vision for the Retail Business Unit and its Operations that supports delivery of the Retail strategy.
  • To provide clear vision for the end to end digital ecosystem in Retail irrespective of channel.
  • The champion the digital deflection of the Retail business journeys.  Work closely with the business to ensure that these principles are embedded.
  • To be the product owner for digital transformation and be the lead for a Hybrid product owner cohort which will be required as part of the overarching Retail Transformation Programme.
  • Ensure that all relevant digital initiatives are fully integrated into the strategic-planning process for leadership commitment, resource allocation and execution.
  • Work with teams across the business to generate innovative digital solutions for propositions, services, processes, customer experiences, commercial channels and business models.
  • To lead the contact centre and its transformation to an omni-channel capability ensuring targeted service, regulatory standards and productivity levels are achieved at all times.
  • To ensure the appropriate treatment of vulnerable customer is embedded in everything we do and the vulnerable customer management improvement plan is delivered for areas under direct responsibility.
  • To drive the use of data driven insights to deliver service and productivity improvements.
  • To provide specialist input into the proposition development agenda as required.
  • To ensure teams under role holders control are skilled, engaged and motivated to deliver to the best of their ability.
  • To develop own knowledge and skills.
  • Strategy and proposition development in a digital environment.
  • Team leadership/management – leading and developing a high performing team.
  • Strong understanding of product management processes and tools.
  • Problem Solving: taking a systematic and methodical approach to identifying opportunities and alternatives to develop and implement solutions.
  • Technical/Analytical: strong understanding of analytics and the ability to use data to build business cases and drive business recommendations.
  • Leadership and influencing skills (including leadership of change and continuous improvement).
  • An inspirational leader of people, a driver of great people engagement and followership.
  • A strategic and practical understanding of high quality customer service delivery.
  • An understanding of modern technology deployed in customer service operations including digital and automation.
  • Knowledge of customer journey design.
  • Excellent problem analysis and resolution skills.
  • Excellent verbal, written communication and interpersonal skills, with the ability to present complex financial concepts in a clear and concise manner.
  • Strong analysis and planning skills.
  • Resilient and able to adapt and work hands-on when required.
  • High degree of self-motivation, self-discipline and enthusiasm to succeed.
  • Managing with agreed budgets.
  • Educated to degree level or equivalent professional qualification.


  • Significant experience in a digital product management role or equivalent.
  • Proven experience of a track record of developing and delivering digital product strategies.
  • Proven track record of success in management of the delivery of service excellence and staff development in a digital environment.
  • Proven experience of successful delivery of transforming operational areas/customer journeys, major projects, innovations and efficiency improvements including implementation of digital and automation technology within a servicing environment.
  • Experience in the use of insight to improve service and productivity.
  • Proven track record of delivering operational service targets.

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