Location
Newbury + Hybrid
Working hours
Full time 37.5 hours per week – Mon to Fri
Grade
9
Hiring Manager
Steve Fiddy
Overview
The Digital Operations Specialist plays a vital role within the Digital Channel Operations team, ensuring that the digital channel operates with high stability, reliability and performance across both sales and care journeys. Working under the Digital Operations Manager, the Specialist supports operational excellence across incident management, release readiness, functional KPI tracking, non-functional requirements (NFRs), dashboard maintenance and day-to-day operational performance management. This role ensures that issues are quickly identified, surfaced, understood and resolved, driving a seamless and high-quality digital experience for customers and internal teams.
What You’ll Do
* Monitor operational performance across digital sales and care journeys, identifying issues, anomalies and trends affecting customer experience or functionality.
* Support incident management processes, including first-line triage, severity assessment, tracking of root causes and liaison with Product, Engineering and Operations teams.
* Maintain dashboards and operational reporting, ensuring accurate and up-to-date visibility of functional KPIs, NFRs, incidents and release impacts.
* Perform daily and weekly operational checks, validating page performance, journey stability, key functionality health and availability across devices.
* Support release planning activity, ensuring operational requirements, NFR checks and functional test outcomes are captured ahead of go-live.
* Track and manage functional KPIs, surfacing conversion blockers, error trends, latency degradation and operational risks to the Digital Operations Manager.
Qualifications
Who you are
* Experience in digital operations, service management, web operations support or related digital performance roles.
* Solid understanding of digital journeys, functional dependencies and basic technical behaviours within web/app environments.
* Ability to monitor, interpret and act on performance metrics, dashboards, logs and operational KPIs.
* Experience participating in incident management processes, including triage, issue documentation and communication.
* Strong attention to detail with the ability to spot anomalies, errors, degradation in performance and potential risks.
Worried that you don’t meet all the desired criteria exactly? We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What We Offer
We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning & development tools.
Additional Information
Recruiter Name: Thanisa Razeek
Recruiter Email: Thanisa.Razeek@three.co.uk
Need to know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email jobs@three.co.uk for guidance.
We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements. During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.
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