Head of Digital Experience

This is an IT support group; Bournemouth; Hybrid; GBP 85,000

Job description

Job Title: Head of Digital Experience

Contract Type: Permanent, Full Time

Salary Range: c.£85,000 depending on experience

Location: England, UK

Work Level: 5

Travel required: As a Home Worker you will be supported with the necessary equipment to be able to work from home, however there is a requirement to travel to Ageas UK offices and partner offices depending on business need.

Head of Digital Experience: Ageas are on a journey of change, transforming our business to become a leading digital insurer which is what makes now the perfect time to join us! We are a dynamic and forward-thinking insurance company committed to delivering exceptional customer experiences. We understand the critical role that digital engagement plays in shaping how customers perceive and interact with us. We’re looking for an experienced digital leader to take charge of our digital experience team and drive brilliant journeys across our websites.

As the Head of Digital Experience, you will lead and inspire a talented team dedicated to designing our end-to-end digital journeys for our customer facing websites and optimising those for both customer and commercial outcomes. Your role will focus on leadership and long-term planning, working cross functionally to ensure our customers enjoy the most optimal trading and servicing platform for our insurance products. You’ll lead multiple teams to deliver the best user journeys possible, optimising through digital analytics and CRO, ensuring seamless and friction-free interactions, and an online experience that meets our customer ambition, brand values and commercial outcomes. This is a key leadership position, critical to driving both customer satisfaction and maintaining our competitive edge in the insurance market.

Main Responsibilities as Head of Digital Experience:

• Take ownership of a strategic management role that encompasses both stakeholder and team management, being the advocate for and owner of a first-class digital customer experience for our customers, prospects, corporate customers and partners.
• Foster a data driven and collaborative culture, setting strategic direction and having ownership of the Digital Experience team and working with teams to balance customer and commercial needs and delivery.
• Develop and execute a digital experience strategy that aligns with the Ageas’ vision and objectives to deliver a best-in-class website experience that maximises customer experience and ease of transacting online for both acquisition, retention, policy servicing and claims.
• Shaping change and strategy for the digital customer experience, oversee the design, implementation, and optimisation of digital touchpoints, including websites, mobile apps, and portals.
• Shaping the strategic roadmap for conversion optimisation and A/B testing programme and building on desired customer experiences through the lifecycle of their insurance products across buying, managing and renewing their general insurance products.
• Lead the delivery of all digital UX for new and existing developments, showcasing design thinking and strong empathy for customers across your team’s work.
• Implementing strategies to enhance user engagement and deliver best outcomes for our customers and the business.
• Use customer insights, analytics, and data to continuously improve the user journey and enhance customer engagement.
• Collaborating, challenging and influencing across the business to ensure operational business processes, commercial value, compliance and regulatory considerations all translate into an optimal online sales and service funnel.
• Stay ahead of digital trends and emerging technologies, applying them to elevate our digital capabilities.
• Manage budgets and resources effectively to deliver impactful digital projects on time and within scope.

Skills and experience you need as Head of Digital Experience:

• Proven experience in a senior leadership role managing multiple digital or ecommerce teams, ideally within the insurance or financial services sector.
• Proven experience of growing a digital product through improving conversion rates.
• Experience collaborating with or managing cross-functional internal stakeholders to build strong relationships, able to demonstrate effective business partnering & influencing skills.
• Highly flexible and adaptable with an ability to drive change forward, working at a senior management level to have a direct impact on digital business performance.
• Experience of leading experimentation & testing programmes within a D2C environment with experience of commercial UX and experimentation delivery. Along with strong experience running and managing A/B testing stacks (for example VWO, Optimizely).
• Experience using digital analytics tools to manage website performance and user experience and to execute digital optimisation strategies (e.g. GA4, Adobe Analytics).
• Strong verbal and written communication skills with ability to clearly articulate and document rationale and planning.
• A wealth of experience managing direct reports in a fast paced and dynamic environment.
• Demonstrable experience within an ecommerce field, focusing on delivering overall website and digital experience success; UX/UI, Digital Analytics with a portfolio of evidence to support high performance.

About Ageas:

We are one of the largest car and home insurers in the UK. Our People help Ageas to be a thriving, creative and innovative place to work. We show this in the service we provide to over four million customers.

As an inclusive employer, we encourage anyone to apply. We’re a signatory of the Race at Work Charter and Women in Finance Charter, member of iCAN and GAIN. As a Disability Confident Leader, we are committed to ensuring our recruitment processes are fully inclusive. That means if you are applying for a job with us, you will have fair access to support and adjustments throughout your recruitment experience. If the list does not cover the support you need, please contact our Recruitment Team to discuss how they can help. We also guarantee an interview for applicants with a disability who meet the minimum criteria for the role. For more information please see Ageas Everyone.

We have a zero-tolerance approach towards any form of harassment during the recruitment process, ensuring that everyone is treated with respect and professionalism.

Our aim is to have great people everywhere in our business and we’re always looking for outstanding people to join us. Most roles across Ageas allow a proportion of your time to be spent working from home and we’re open to discussing flexible working, including full-time, part-time or job share arrangements.

Want to be part of a Winning Team? Come and join Ageas.