Digital Insight Lead - M&G plc. - #2137993

At M&G, our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through telling it like it is, owning it now and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and offer workplace adjustments to ensure you have the support you need to succeed in your role.

Digital Insight Lead

About the role

We are looking for a Digital Insight Lead to lead M&G Life's digital analytics and insight capability and help the business understand how customers interact with our websites, digital journeys and online experiences.

Sitting within the Digital Centre of Excellence, this role combines digital analytics expertise with a strong understanding of marketing, customer journeys and optimisation. The role is responsible for translating customer behaviour into actionable insight that improves customer experience, marketing effectiveness and business performance.

Working across Marketing, Digital, Data and Technology teams, you will help stakeholders understand what customers are doing, why performance is changing, and what actions should be taken as a result. You will also play a key role in developing digital analytics capability, establishing best practice and ensuring digital insight is trusted, understood and used to drive decision making. The role will support M&G's continuing evolution of digital analytics capabilities, including the adoption of Customer Journey Analytics and future measurement approaches.

Key Responsibilities

• Lead analysis of customer behaviour across websites, digital journeys and online experiences.
• Develop a deep understanding of customer, adviser and proposition journeys and use insight to support marketing and digital decision making.
• Proactively investigate changes in customer behaviour and digital performance, identifying root causes and opportunities for improvement.
• Translate complex data into clear, actionable recommendations for stakeholders and senior leaders.
• Act as the Digital Centre of Excellence lead for digital analytics and customer behaviour insight.
• Champion best practice across digital analytics, reporting and insight generation.
• Support the ongoing development of digital analytics capability across Marketing and Digital teams.
• Define and maintain standards for digital analytics measurement, reporting and governance.
• Measure and evaluate the impact of website, content and journey changes.
• Support digital optimisation and experimentation activities through robust behavioural insight.
• Build strong partnerships across Marketing, Digital, Data and Technology teams to ensure insight is aligned to business priorities.
• Produce high-quality digital insight for leadership teams and governance forums.

What We're Looking For
Essential

• Experience using enterprise digital analytics platforms such as Adobe Analytics, Customer Journey Analytics, Google Analytics 360 or equivalent.
• Strong understanding of digital marketing, customer journeys and customer behaviour.
• Experience analysing website and journey performance and translating findings into actionable recommendations.
• Strong analytical and problem-solving skills, with the ability to investigate performance changes and identify root causes.
• Experience presenting insights and recommendations to senior stakeholders.
• Strong communication and stakeholder management skills.
• Ability to work collaboratively across teams and influence decision making through insight.

Desirable

• Experience of Customer Journey Analytics (CJA) or journey-based analytics platforms.
• Experience of experimentation, optimisation or test-and-learn approaches.
• Understanding of digital implementation and tagging.
• Power BI or similar visualisation tools.
• Marketo or other marketing technology platforms.
• Experience working within Financial Services or another regulated industry.

What Success Looks Like

• Digital analytics capability continues to mature across M&G Life.
• Stakeholders have a clear understanding of customer behaviour and digital performance.
• Website and journey changes are effectively measured and evaluated.
• Insight is trusted, actionable and routinely used to support decision making.
• Opportunities to improve customer experience and business outcomes are proactively identified and acted upon.

Location: Edinburgh (Hybrid 2 - 3 days per week in the office)
Team: Experience Performance - Digital Experience & Channels, M&G Life
Reporting to: Senior Digital Performance Manager
Recruiter: Phoebe Ewers
What we offer:

We're dedicated to supporting your wellbeing and helping you thrive, both at work and beyond. Our benefits are designed to help you balance your professional and personal life , and financially plan for the future. Our UK benefits include:

• A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions).
• Access to our Share Save and Share Incentive Plan, alongside financial wellbeing and support services to help give you real confidence to put your money to work.
• Enjoy 38 days annual leave (including bank holidays), with the opportunity to purchase up to five extra days. Our Time Off When You Need It policy gives you the flexibility - to balance work and personal commitments.
• Our market-leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - because supporting families is an important part of our inclusive culture.
• Health & Protection cover includes Private Healthcare, Critical Illness cover and Life Assurance for you, with additional family options - for peace of mind.

To explore more about life at M&G and our full benefits offering, visit Life at M&G

At M&G we strive