Digital Specialist

EQ is a leading international provider of shareholder, pension, remediation and credit technology. With over 5,700 employees, it supports 37 million people in 120 countries. EQ's purpose is to care for every customer and simplify every transaction, deliveredwith less of an impact on the environment.

EQ's vision is to be the leading global share registrar, offering complementary services to its client base.

**Role Summary** As Digital Specialist you will play a leading role in ensuring our stakeholders have a clear and joined-up experience across our key digital platforms. You will help the MyCSP and our biggest client, the Civil Service Pension scheme provide customers withthe right content, on the right channels at the right times throughout their life and career.

The role is remote, with occasional travel to offices or events within the UK, for example to the MyCSP office in central Liverpool.

**Business function** MyCSP is one of the UK's leading pension administrators. One of our largest clients is the Civil Service Pension scheme, with over 1.5 million members and 340 employers.

The Communications and Engagement function delivers all communications and member and employer engagement activities for MyCSP on behalf of our client the Cabinet Office and the Civil Service Pension scheme.

**Core Duties & Responsibilities**:

- You will gather primary user research direct from service users that helps identify pain points and test solutions with real users.
- You will use the outputs from your research to drive out actionable, measurable insights and recommendations that improve user experience and deliver on our strategic objectives.
- You will track, prioritise, plan and report on how our digital platforms are performing. You'll use that insight to draw out opportunities for improving the digital customer experience on an ongoing basis.
- Some of your work will involve designing solutions to address pain points, user needs and business needs. Your will own and implement these as well as supporting other initiatives taking place around the business as part of our Customer Experience (CX)Transformation Programme.
- You will own some of our key digital channels including the Civil Service Pension Scheme website and self-service portal. You'll take a data driven approach to improving, updating and maintaining existing digital content, adding new content as businessneeds dictate and ensuring that information is easy to find for our customers.
- You will help stakeholders across the business to understand our digital capabilities and help to shape new ways of delivering services to customers. You will champion excellent digital customer experiences, highlight best practice and lead by example throughyour work whilst working within constraints to deliver optimum digital experiences.
- You'll work collaboratively with our external agency partners, technical teams within EQ, the comms team and our clients to support the continuous development and optimisation of our key digital platforms.

**Skills**:

- Highly effective interpersonal skills and can develop strong working relationships with a variety of stakeholders
- Digitally savvy with experience of using content management systems to create and manage engaging web content
- Able to analyse and interpret data to draw out actionable insights
- Comfortable presenting work, ideas and concepts to a range of stakeholders with differing levels of technical knowledge
- Is able to prioritise work objectively, based on business and user needs to ensure all work is completed accurately and to deadlines
- Comfortable using Microsoft Office products (Office 365) and Microsoft Teams

**Benefits** As a permanent member of the MyCSP team, you will automatically own part of the business. We're also an Investors In People (IIP) Gold accredited organisation which shows our commitment to leading, supporting and improving our people & culture strategy.

Here are some of the benefits of working for MyCSP - they're just one aspect of what makes us a unique employer.
- 28 days holiday + Bank Holidays
- Performance related bonus
- Life Assurance cover
- Access to EQWins, offering up to 7.5% off major retailers
- A share of MyCSPs profits each year through an annual dividend