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Digital Optimisation Manager

Closing date
3 Jun 2022

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Contract Type
Full Time
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At M&G our vision is: to become the best loved and most successful savings and investment business and we're looking for people who are excited about joining us on our journey. We're digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we're looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

What you can expect from us:
We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:
  • Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
  • Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
  • Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
  • Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best

How do we support our employees:

All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.

As an Digital Optimisation/CRO Manager at M&G you'll work with best-of-breed tools to optimise online experiences for our customers and advisers. Using knowledge and experience of Testing, Usability and Journey Optimisation concepts, and distilling complex data to support the Digital Marketing teams in their decision making processes, across our Digital Estate - encompassing a wide variety of target audiences. As well as the Digital Marketing teams, you'll be planning and coordinating work with visual experience and development teams.

Key Responsibilities for this role:
  • Advise and design industry-leading user journeys with measurable success metrics
  • To set up strong key metrics to constantly measure against customer and business success to inform constant and iterative improvements
  • Advise and collaborate work with stakeholders to improve the quality of our digital experiences through improved UX and copy
  • Create and advise on copy optimisation and improve the online content experience for our customers
  • Lead on research and analysis to identify issues and drive improvements
  • To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G's operational risk.

To succeed in this role you will have an analytical mind-set driven by success-metrics, a creative attitude and strong attention to detail with knowledge/experience in:
  • Digital journey design and what drives customer adoption
  • UX methodology and approaches
  • Working with content management systems - ideally Adobe Experience Manager
  • Working alongside a digital publishing team
  • Writing digital content
  • Digital accessibility
  • Customer centric approach, behaviours and designing for experience and commerciality
  • Proactively identifying areas of digital journey improvement
  • Designing and delivering digital journey solutions
  • Working in scrum teams using iterative development processes
  • Copywriting for a digital environment
  • Working with multiple stakeholders

Work Level: Experienced Colleague

Recruiter Name: Chloe Murphy

We live by four behaviours at M&G and we ask all our employees to:
  • Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
  • Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
  • Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
  • Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things
  • Location: Edinburgh; London
  • Type: Full time
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