Digital Lead

**The Vacancy**

Working at the Cumberland, you become part of something special. We’re a Mutual organisation, committed to improving the lives of our colleagues, customers, and community. Our values are incredibly important to us.

We’re on an exciting transformational journey with our people firmly at the forefront of our plans. If you want to work for a team integral in helping to drive cultural change, a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference, then this is the job for you.

We have an exciting opportunity for a Digital Lead to play a pivotal role in supporting our strategy. You’ll take responsibility for owning and developing the digital experience across our personal, business and intermediaries customer journeys, including ensuring that this is integrated within our approach to multi-channel sales, marketing and service delivery

This role will be a fixed term contract for a period of 24 months.

The role will be working on a hybrid basis so you could be based anywhere but would be expected to travel to the Head Office in Carlisle up to twice per month on average.

**The Benefits**
- **Salary -**up to £60,040 p.a. - depending on skills and experience.
- **Holidays** - 25 days holiday plus public holidays and the opportunity to buy and sell up to 2 days.
- **Learning and** **Development opportunities** - We want you to grow in your role. We’ll work together to support your personal and professional development.
- **Hybrid Working** - the tools and equipment you need to be able to work from home when you need to, depending on your role.
- **Health and Wellbeing** - a calendar of events and activities throughout the year, Mental Health & Wellbeing champions, and Cycle to Work scheme plus a personal wellbeing day.
- **Community Day** - We offer our people an extra paid day off every year to help local charities and community organisations.

**The Role**

Main responsibilities include:

- Support to Head of Digital by developing and managing an engaged team, committed to achieving revenue growth, sales targets, and service quality.
- Owning the delivery and optimisation of digital journeys online.
- Coach the team to deliver, through attitude and actions, an exceptional customer experience.
- Manage the development and improvement of core digital sales and multi channels in order to achieve strategic objectives.
- Act as a digital partner to the business and use analytics and insights to drive improvements in the online journeys and ensure we are meeting mandatory delivery requirements.
- Act as a Lead Product Owner for Digital, you will have a commercial mind-set accompanied with analytical thinking and have experience managing delivery work streams - piecing together analytics, content, UX, UI, design, channel and brand.
- Identify new business opportunities across new and existing sales channels.
- Accountable for digital channel performance, KPI setting and reporting.
- Support the creation and delivery of the digital strategy, customer facing digital experience channels now and in future state.
- Managing the overall Digital budget
- Be part of the development of digital strategy aligned to our vision using collaborative approach with stakeholders.
- Lead the implementation of key initiatives to ensure we have a coherent multi-channel experience for our customers, and in particular for our strategic product journeys.
- Perform market research, horizon scanning and data analysis, and generate insights to drive strategic channel development discussions.
- Responsible for CX across digital journey and CI market analysis
- Create and run an effective mechanism that ensures all key stakeholders are fully briefed on all aspects of digital activity and engaged with the Digital planning process.

**About You**

We’d also like to see:

- Experience of delivering Strong Customer Authentication (SCA) and PSD2 regulations.
- Strong knowledge and experience of project management principles and processes, including project prioritisation, project delivery, and development of business / investment cases for proposed initiatives including Agile.
- Experience of strategic working with senior stakeholders and strong stakeholder management capability.
- Experience managing multiple third-party supplier relationships.
- Experience leading Digital projects, ideally but not limited to experience in financial services.
- Experience working with cross-functional teams to deliver change.
- Experience managing people, with a passion for building skills and capability across the team.
- Comprehensive understanding of digital functionality across digital interfaces.
- Strong understanding of the core principles and best practices in the fields of user experience design, usability, mobile and web development, information architecture, and accessibility.
- Awareness and appreciation of current financial industry trends and ability to identify implications