Digital Manager

Digital Manager

Haywards Heath
Circa £55,000 per annum dependant on experience
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We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.

We currently have an exciting opportunity for a Digital Manager to join our Commercial & Marketing team in Haywards Heath, West Sussex.

In this role you will lead the creation and execution of the digital journey roadmap, to deliver  best in class user journeys that deliver improved commercial and user experience metrics such as CTS, MTA completion, retention and cross-sell performance.

To be successful in this role, you’ll need:

  • Ideally have experience in the Insurance sector although this is not essential
  • Experience in a Digital focussed role
  • Experience working in a Retention / Renewals focussed role

Job Responsibilities:

  • Create optimised digital journeys that  improve new business conversion, upsell performance, make it easier for customers to complete in-life tasks online like updating their policy details or getting a quote for a multicar policy without needing to contact customer operations for help and renew online
  • Inspire buy-in and sponsorship from team members, stakeholders and senior leadership  to deliver our vision for the digital journeys
  • Own the digital product roadmap for  the digital journeys and work with stakeholders across the business to deliver the target outcomes.
  • Lead digital projects, working closely with our IT and change colleagues to define digital change/business cases, prioritisation and timescales to deliver transformational change.
  • Continuously improve our digital journeys through rigorous A/B and MVT testing.
  • Review outcomes of digital initiatives, report on them and incorporate the knowledge into future marketing activity and annual plan development.
  • Constantly hunt for new ways of  optimising the digital journeys through the creation and evolution of our digital new business, Your Account, renewal and digital claims journeys
  • Work closely with operational colleagues to deliver our operational targets through optimising the use of FAQs, digital chat, self-service portals and other digital channels.
  • Management of external parties to help deliver the digital marketing plan within the agreed cost and time parameters.
  • Ensure all digital assets produced are delivered in accordance with all brand guidelines and journey design principles and compliant with regulatory guidelines (e.g. FCA, ASA etc.).
  • Conduct employee management duties including:
  • Delivering coaching and feedback to direct reports to achieve KPI’s and SLA’s, and conducting regular performance reviews, including probationary reviews and annual appraisals as necessary.
  • Deal with all employee issues including monitoring absence and conducting disciplinaries
  • Assist the recruitment process where necessary.
  • Ensure compliance with company and other relevant standards / regulations at all times Maintain department risk registers (as applicable), providing evidence and commentary for controls, updates for Mitigation Actions and maintaining control matrices and attestations. Also, to ensure that your team are aware of their responsibility to identify and report risk.
  • Any other reasonable duties as required.

Job Specific Competencies:


  • Proven track record in digital product management with demonstrable results.
  • Experience in the application of continuous improvement principles.
  • Experience of working in an agile development environment and managing multiple projects.
  • Experience of scoping features and functions, seeing this through from design to delivery.
  • Understanding of digital design, UX and analytics.


  • Ability to think creatively with an attitude that inspires colleagues to turn ideas into reality.
  • Ability to think in a structured way to solve problems and capitalise on opportunities.
  • Ability to react instantly to any customer journey issues that surface and consider ideas to resolve.
  • Ability to analyse data and product mini business cases to justify and define rationale for tests and journey changes
  • Excellent communication skills, both verbal and written with the ability to present complex issues to a wide range of stakeholders.


  • In depth knowledge and understanding of digital user experience, direct marketing and e commerce principles and practices.
  • Understand the importance of web design, development, web usability and accessibility.


  • Strong sense of empathy with a brilliant ability to collaborate with a wide range of stakeholders.
  • A can-do attitude and a passion for design and usability with a good eye for detail.
  • Proactive and analytical by nature with the focus on data-based decision making to drive continuous change and incremental value against budget and target KPIs
  • A driven attitude to deliver change and rapidly overcome obstacles.
  • An agile approach to project management and able to rapidly react to changes in business priorities to take advantage of emerging business and customer opportunities.

So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.

What can we do for you?

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Talent team.

View more about our Benefits

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86% of people would recommend a friend to work at First Central

Based on 164 Glassdoor reviews (March 2022)


View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.


If it’s your birthday or you just fancy some me-time, get an extra day off for whatever you want.

Holiday Extra

We give you two opportunities each year to buy or sell up to five days of holiday.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.