Digital Experience Manager

Your newpany

Hays are partnering with a forward-thinking, member-focused organisation that is seeking to add a dynamic Digital Experience Manager to their team to elevate and evolve its digital touchpoints. This is an exciting opportunity to shape and develop a new role within the organisation. Guided by strong values and amitment to delivering meaningful, seamless and accessible digital experiences, this organisation is investing in enhancing how members engage with services, products and support. You’ll be joining a business that is passionate about innovation, continuous improvement and enhancing UX across the digital journey.

Your new role

In this pivotal role, you will shape and drive the end-to-end digital experience strategy, ensuring every interaction is intuitive, personalised and engaging. Reporting into senior leadership, you will champion member needs and lead execution across journey design, product development and optimisation.
Key elements of the role include:
• Developing a clear digital experience strategy that balances immediate delivery with long-term vision.
• Defining and embedding standards to ensure consistency, accessibility and emotional resonance across digital channels.
• Owning the product lifecycle for the organisation’s mobile app, leading cross-functional teams to optimise and enhance its features.
• Using data, behavioural insights and member feedback to identify journey improvements, remove friction and enhance engagement.
• Driving personalisation initiatives to deliver timely, relevant and meaningful digital experiences.
• Setting and monitoring engagement KPIs such as activation, satisfaction and retention.
• Leading testing, experimentation and UX optimisation, while fostering a strong test and learn culture across teams.

What you'll need to succeed

You will bring the credibility, experience and leadership required to shape a best-in-class digital experience function, including:
• Proven experience in digital experience, customer experience or digital product leadership within a regulated sector (, insurance, financial services, healthtech).
• Strong knowledge of digital customer journeys, personalisation levers and engagement drivers.
• Experience using insight, analytics and qualitative research to inform strategy and improve digital performance.
• A track record of achieving measurable enhancements to satisfaction, engagement or digital adoption.
• Excellentmunication and cross-functional influencing skills.
• Ideally, experience with journey orchestration tools, personalisation platforms or CRM systems, and familiarity with agile and human-centred design methodologies.
• Knowledge of tools such as GA4, Hotjar, Adobe Analytics or Figma (or similar).

What you'll get in return

A true opportunity to shape and develop a new function within the business – with autonomy and an opportunity to work within a senior team.

Excellentpany benefits package including up to 10% pension contribution, 27 days annual leave + bank holidays.
Hybrid working patterns (expect 2–3 days a week office presence required)