[Hiring] Digital Experience & Consulting Lead @Capita

Role Description

We are looking for a Digital Experience & Consulting Lead to join Capita Pensions Solutions and manage a team that are accountable for the delivery, implementation and continuous improvement of digital services across member and employer journeys for our public and private sector pensions clients.

You will come from a digital consulting background with delivery experience and ideally have pensions experience or come from a financial services/regulated sector. In this client facing role you will have digital experience in customer experience, client relationships, consulting, implementation and team leadership to ensure our solutions are user-centred, commercially sustainable and deliver measurable outcomes for our pension’s clients and their members.

This role requires applicants to have been resident in the UK for the last 5 years as additional security clearance is required.

Key Responsibilities

• Leadership & Team Development
  • Lead and develop teams across Digital Implementation, Customer Experience and Design.
  • Build a high-performing culture focused on collaboration, innovation and accountability.
  • Manage team capability, capacity, utilisation and development.
• Digital Delivery & Implementation
  • Own governance, delivery standards and portfolio performance.
  • Ensure projects are delivered to agreed scope, quality, budget and timescales.
  • Manage implementation roadmaps, risks, dependencies and continuous improvement activity.
• Customer Experience & Proposition Development
  • Champion user-centred design, accessibility and research-led decision making.
  • Support the development and evolution of digital propositions, services and customer journeys.
  • Use insight, analytics and customer feedback to drive improvements in engagement and adoption.
• Client Consulting & Relationship Management
  • Act as a senior adviser to clients on digital experience, engagement and service improvement.
  • Lead workshops, discovery sessions, demonstrations and governance forums.
  • Deliver digital consulting services and oversee implementation activity from mobilisation through to benefit realisation.
  • Build trusted client relationships and act as the primary point of escalation for digital delivery matters.
• Operational & Financial Management
  • Manage utilisation, resource planning and delivery budgets.
  • Support bids and proposals by providing subject matter expertise and delivery input.
  • Ensure services are delivered efficiently and achieve agreed client and business outcomes.

Key Accountabilities

• Digital delivery performance
• Client satisfaction
• Team engagement and development
• Resource utilisation
• Quality of digital experiences
• Digital consulting delivery
• Proposition evolution and innovation
• Regulatory, security and accessibility compliance

Qualifications

• Digital experience in the financial services/regulated sector ideally pensions.
• Digital experience that includes understanding the online experience, consulting and overseeing the build, delivery and implementation of digital products.
• Strong communication and negotiation skills with the ability to articulate information in front of stakeholders.
• Able to collaborate with and influence wider teams to buy into the importance of customer centric delivery.

Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

Company Description

At Capita Pension Solutions (CPS) we continue to grow and evolve our Strategy & Product function. We are at another exciting point in that evolution, defining and executing CPS’s strategic goals as well as developing the next generation of market leading Products and Services. We have ambitious objectives and plans for 2026 and beyond.