Job Description

Job Title: Digital Adviser Experience Lead

Contract Type: Permanent

Location: Edinburgh or Wilmslow or London

Working Style: Hybrid 50% home/office based

We currently have a have an exciting opportunity for a Digital Experience Lead to join our Digital Adviser Experience Team at Royal London. The Digital Adviser Experience Team exists to design, deliver, and continually enhance seamless, efficient, and insight driven digital journeys that empower advisers to serve their clients with confidence, ease, and value. The team’s purpose is to elevate the Digital Adviser Experience through digitally led, AI enhanced, strategically aligned improvements that drive efficiency, clarity, and meaningful value for advisers and the clients they serve.

The team champion a unified digital ecosystem reducing fragmentation, improving integration across tools and platforms, and ensuring advisers can access data, capabilities, and experiences at the right time. The team deeply understand adviser needs and leverage technology, data, and emerging AI capabilities to:

• Improve adviser efficiency, reducing effort and complexity across their end-to-end interactions with Royal London.

• Create joined up, consistent and intuitive digital journeys, replacing 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 elevate the adviser experience, using it to streamline processes, personalise journeys, surface meaningful insights, reduce risk, and support advisers in delivering more accurate, confident, and efficient advice

What you will bring to the role:

Product Strategy & Digital Expertise:

• Strong expertise of 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.

• Expert in balancing desirability, feasibility and viability to drive investment decisions and trade offs.

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.

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).

Data, Insight & Measurement:

• High data literacy: able to define analytics requirements, interpret behavioural, adoption and performance data, and use insight to inform strategy.

• Understands experimentation design, A/B testing and qualitative discovery methods.

• Ability to connect adviser/customer insight with operational, digital and commercial metrics.

Planning, Prioritisation & Portfolio Management:

• Expert in structured prioritisation frameworks (WSJF, guardrails, cost of delay, value scoring).

• Skilled in quarterly planning, resource shaping, outcome definition and cross squad portfolio alignment.

• Able to anticipate delivery risks early and orchestrate dependencies across multiple teams and functions.

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.

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.

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.

Leadership & People Development:

• Proven capability in developing product, coaching Product Owners and 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.

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

If you think you would be a great fit for our team at Royal London but don’t meet all the requirements of the role, please get in touch as your application will still be considered.

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.   

Our People Promiseto our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. 

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits  

Inclusion, diversity and belonging 

We’re an Inclusive employer. We 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 their background.