Our client, a prominent UK financial services firm, is seeking a highly skilled and experienced Head of Digital Development to join their innovative team. This is a fantastic opportunity for a professional looking to make a significant impact on the digital landscape of a leading organisation.
The Opportunity
As the Head of Digital Development, the successful candidate will be instrumental in shaping and enhancing the firm's digital presence for both prospective and existing customers, as well as other key stakeholders. This critical role involves designing and executing a comprehensive roadmap of digital enhancements aimed at optimising customer acquisition and servicing through online channels.
Key Responsibilities
The Head of Digital Development will:
- Drive Digital Development: Progress the ongoing development of the firm's digital experience, ensuring it meets the evolving needs of its diverse user base.
- Strategic Roadmapping: Design and deliver a strategic roadmap for digital enhancements that directly support the acquisition and servicing of online users.
- Cross-functional Collaboration: Work closely with stakeholders across various teams, including Performance Marketing, Brand and Content, and Client Experience, to deliver a cohesive brand experience that aligns with new business objectives.
- User Journey Optimisation: Analyse user behaviour on the website to understand diverse journeys and identify incremental improvements that can be designed, tested, and scaled to drive continuous enhancement.
- Technical Integration: Collaborate with IT and Business Intelligence teams to ensure the delivery of robust, fit-for-purpose technical solutions.
- Regulatory Compliance: Work with internal stakeholders to ensure the digital presence accurately reflects and adheres to all changing regulatory requirements.
- Subject Matter Expertise: Act as a leading authority on user experience and digital development across the department and the wider business.
- Commercial and Operational Excellence: Utilise data and analytics to optimise the digital experience for the best commercial outcomes (new business and servicing), whilst always prioritising client interests.
- Performance Monitoring: Continuously monitor website performance to identify areas for improvement and potential changes.
- Supplier Management: Effectively manage key suppliers, including web development, digital analytics, and hosting providers, to ensure maximum value from investment.
- Risk and Compliance Management: Identify and mitigate legal and business risks associated with the digital presence, ensuring compliance with all legal and regulatory requirements through content and functionality.
- Professional Development: Champion professional development within the team, providing coaching, mentoring, and encouraging continuous learning.
- Team Collaboration: Foster a culture of teamwork, open communication, and knowledge sharing, promoting shared responsibility for achieving team goals.
Core Tasks Include:
- Day-to-day management of the firm's primary digital platform.
- Reporting on key digital experience KPIs, including customer journey progression, engagement metrics, session-to-enquiry conversion rates, and enquiry quality/volumes.
- Overseeing the delivery of all website changes using both internal and external resources.
- Optimising the customer journey to boost conversion rates from session to enquiry.
- Collaborating with Performance Marketing and Client Experience teams to improve enquiry-to-pack-out conversion rates and achieve cost-per-enquiry and cost-per-acquisition targets.
- Working with development teams (internal and external) to maintain and improve the non-functional performance of the firm's digital experience.
- Contributing to the department’s annual budgeting process and assisting with departmental projects.
- Partnering with the Learning & Development Department to identify team improvement and development areas.
- Managing the team in conjunction with the Head of Department to ensure efficient and budget-compliant operations.
Experience and Qualifications
The ideal candidate will possess:
- A minimum of 5 years’ experience in managing a digital presence, with mandatory experience in websites and ideally in mobile applications.
- Proven experience in leading large-scale change initiatives within organisations.
- Strong data analytics and reporting capabilities, including mandatory proficiency in Google Analytics 4 and experience with call tracking technology.
- Previous experience in a lead generation environment and the servicing industry.
- Experience operating within a regulated environment is essential.
- Awareness of the technical elements of search engine optimisation.
- Strong IT skills, including a solid understanding of hosting, domain management, and system integrations.
- Commercial acumen, with an understanding of general business levers and the ability to balance client outcomes, cost, and revenue considerations.
- The ability to work both independently and collaboratively within a team.
- A friendly, cooperative, and collaborative approach to clients and colleagues.
- Excellent organisational skills and the ability to work flexibly to strict deadlines.
If you are a proactive and commercially minded digital expert looking for a challenging yet rewarding role within a dynamic financial services firm, we encourage you to apply.
Please note: Due to the high volume of applications, we are not always able to respond to all unsuccessful applicants. However, we wish everyone who applies the very best with their job search.
