Head of Digital Operations

3 weeks ago

Folkestone, United Kingdom Saga Full time

Job Introduction
**Remote/home working with occasional visits to our Kent or London office**

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga.

With ambitions to transform the way Saga interacts with its customers within our Insurance business, we are looking to recruit a **Head of Digital Operations **to refresh and** **create digital journeys for our customers. This role is offered on a _4 year fixed term contract_ basis with the potential to move onto other projects at its completion.

This is a pivotal role that will enable us to stay ahead of the curve in the ever-changing digital landscape. We are looking for a visionary leader who can develop and implement a comprehensive digital strategy that aligns with our business objectives and enhances the customer experience. You will lead the creation and delivery of our digital products and services, build and manage a team of digital experts, and foster a culture of collaboration and continuous improvement across the business.

You will have a proven track record of delivering exceptional digital experiences for customers in the insurance or financial services industry. You will have excellent leadership and management skills and a deep understanding of the latest digital technologies, trends, and best practices. We are looking for a strategic thinker with strong commercial acumen and a passion for continuous learning and innovation.

Joining us at an exciting time within our transformation journey, you will have high visibility both within the Saga Group and the Insurance Leadership Team. As Head of Digital Operations, you will be future proofing our insurance operation from a cost to serve perspective whilst ensuring an optimum user journey for our valued customers.

Main Responsibilities
- To manage and guide the digital journey redesign project as the key SME, bringing together the operational, marketing and customer design aspects to enable better digital journeys for older customers.
- To co-ordinate operations, design, marketing and IT priorities in the redesign and deployment of the customer journeys.
- To ensure that we achieve the priorities of operational efficiency and simple, intuitive digital journeys to provide older customers with easy-to-use digital functionality for core products and processes.
- To ensure that the business cases are actualised through appropriate prioritisation, design and build of digital journeys.
- Experience with building digital journeys for customer sales and service (preferably in financial services and general insurance)
- Experience in working with digital marketing and digital IT development teams to produce appropriate digital functionality which meets business and customer needs.
- Proven track record of achieving digital project delivery in line with specification, timelines, and budget.
- Ability to prioritise operational efficiencies, key functionality, and customer experience to optimise the investment of the digital development spend.
- Ability to liaise with, troubleshoot and prioritise work with a variety of teams to enable focussed timeous delivery of desired functionality.

Our Saga Values:

- Precision Pace - Always owning and making things happen.
- Empathy - Always aware of others.
- Curiosity - Always asking why.
- Collaboration - Always one team, the Saga team

About The Company
Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

**_Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner._**

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Package Description
The standard benefits when you join Saga include:

- Remote working available where possible
- 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year
- Free private medical insurance after 1 years' service
- Workplace Pension
- AXA Be Supported
- A range

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