Digital Experience & Consulting Lead – Pensions

Role overview Lead digital experience consulting and delivery for pension services, overseeing teams responsible for implementation, customer experience, and design. The role combines client advice, team leadership, and portfolio governance to deliver accessible, user-centred digital services with measurable outcomes for pension scheme members and employers.

Responsibilities - Lead and develop teams across digital implementation, customer experience, and design, supporting capability and effective resource use. - Set delivery governance and standards; manage portfolio performance, scope, quality, budgets, timelines, risks, and dependencies. - Oversee implementation roadmaps and continuous improvement from mobilisation through benefits realisation. - Use research, analytics, accessibility principles, and customer feedback to improve digital journeys, engagement, and adoption. - Advise clients, lead discovery workshops and governance sessions, and serve as an escalation point for delivery concerns. - Contribute digital expertise to bids and proposals, and manage operational planning and delivery budgets.

Requirements - Digital experience in financial services or another regulated sector; pension experience is desirable. - Experience consulting on online services and overseeing the build, delivery, and implementation of digital products. - Strong communication and negotiation skills, including the ability to present a vision to stakeholders and address differing views constructively. - Ability to collaborate across teams, influence customer-centred delivery, and challenge approaches when needed. - UK residency for the past five years to meet the additional security clearance requirement.

Benefits and work setup Home-based in the UK, full-time permanent role. Benefits include 23 days of annual leave, rising to 27, with the option to purchase additional leave; matched pension; life assurance; family leave; lifestyle and wellbeing offers; and paid volunteering time.