Digital Adviser Experience Lead
Contract Type: Permanent
Location: Edinburgh, Wilmslow, or London
Working Style: Hybrid – 50% home/office based
Overview
The Digital Adviser Experience Team designs, delivers and continually improves digital journeys that empower advisers to serve their clients with confidence, ease and value. The team champions a unified digital ecosystem, reduces fragmentation, and builds advanced AI‑enhanced, strategically aligned improvements that drive efficiency and clear, meaningful value for advisers and clients.
Responsibilities
* Improve adviser efficiency, reducing effort and complexity across end‑to‑end interactions with Royal London.
* Create joined‑up, consistent and intuitive digital journeys that replace fragmented experiences with cohesive, integrated solutions.
* Support advisers in demonstrating value to their clients through better insights, clearer capabilities and transparent digital services.
* Strengthen trust, adoption and long‑term relationships by making every digital touchpoint easy, supportive and worthwhile.
* Enable future‑ready digital capabilities, including advanced integrations, open data and evolving technologies such as AI‑powered insights, automation and predictive guidance to enhance adviser workflows and client outcomes.
* Harness AI to streamline processes, personalise journeys, surface meaningful insights, reduce risk and support advisers in delivering more accurate, confident, and efficient advice.
Qualifications – Product Strategy & Digital Expertise
* Strong expertise in digital adviser/product strategy, including vision setting, opportunity assessment, value definition and roadmap creation.
* Strong commercial acumen and ability to translate customer, regulatory and market insights into strategic product direction.
* Expertise in balancing desirability, feasibility and viability to drive investment decisions and trade‑offs.
Qualifications – Product Management Leadership
* Advanced knowledge of product management frameworks (Agile, Lean, dual track, discovery & delivery models).
* Skilled in defining outcomes, success metrics, KPIs and structured hypothesis‑driven experimentation.
* Able to mentor others in best‑practice product ownership, backlog design, user story quality and acceptance criteria definition.
Qualifications – Technical & Digital Platform Understanding
* Strong working knowledge of digital architecture concepts, API‑based systems, integration patterns and platform constraints.
* Ability to engage credibly with engineering, UX, data and architecture leads, interpreting technical recommendations and risks to inform decisions.
* Awareness of modern delivery tooling (ADO/Azure DevOps, analytics platforms, optimisation tooling).
Qualifications – Data, Insight & Measurement
* High data literacy: capable of defining analytics requirements, interpreting behavioural, adoption and performance data, and using insight to inform strategy.
* Understanding of experimentation design, A/B testing and qualitative discovery methods.
* Skill at connecting adviser/customer insight with operational, digital and commercial metrics.
Qualifications – Planning, Prioritisation & Portfolio Management
* Expertise in structured prioritisation frameworks (WSJF, guardrails, cost of delay, value scoring).
* Skilled in quarterly planning, resource shaping, outcome definition and cross‑squad portfolio alignment.
* Ability to anticipate delivery risks early and orchestrate dependencies across multiple teams and functions.
Qualifications – Risk, Governance & Compliance Knowledge
* Strong understanding of governance structures, risk management processes and regulatory expectations.
* Ability to prepare high‑quality governance papers, articulate options and seek approvals.
* Knowledge of InfoSec, data privacy, procurement and third‑party assurance requirements in digital product delivery.
Qualifications – Stakeholder Influence & Enterprise Navigation
* Skilled at influencing senior stakeholders across propositions, distribution, operations, marketing, data and technology.
* Deep understanding of organisational dynamics, decision‑making forums and how to unblock complex issues.
* Able to translate ambiguity into clear recommendations for senior leaders.
Qualifications – Change, Adoption & Customer Experience
* Strong understanding of adviser experience design, digital journeys and adoption levers.
* Ability to shape change, training and communication needs to support digital rollout.
* Skilled at embedding adviser‑centric practices and insight loops into team ways of working.
Qualifications – Leadership & People Development
* Proven capability in developing product owners, BAs and building high‑performing teams.
* Strong situational leadership skills: able to set direction, empower, challenge and enable continuous improvement.
* Promotes psychological safety, experimentation, learning culture and cross‑team collaboration.
Qualifications – Communication, Storytelling & Decision Quality
* Advanced communication skills: able to simplify complexity, craft concise papers and influence executive decision making.
* Skilled in structured problem‑solving, framing options and presenting compelling recommendations.
* Able to bring clarity where information is incomplete or ambiguous.
Benefits
28 days annual leave in addition to bank holidays, an up to 14% employer‑matching pension scheme and private medical insurance.
Inclusion, Diversity and Belonging
We’re an inclusive employer and celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever your background.
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