Digital Experience Manager – Maternity cover

The Royal Institute of International Affairs is an independent policy institute based in London. Our mission is to help build a sustainably secure, prosperous, and just world through improvement in international relations.

We have a fixed-term opportunity for a Digital Experience Manager, responsible for optimizing the user experience on our content-focused website in line with business objectives. Reporting to the Website Product Manager, you will join a close-knit team of digital marketing professionals who set the direction of travel and positioning of our world-class content to ensure maximum visibility and engagement.

We are an equal opportunity employer; we value diversity and do not discriminate on the basis of protected characteristics. We encourage applications from all backgrounds. If there is anything we can do to improve your experience or support you, please get in touch at HR@Chathamhouse.org.

Principal responsibilities

Analysis and insights gathering

• Data analysis: Analyse Google Analytics and CRM data to gather insights to make conclusions, recommendations for improvement, or to inform further research.
• User behaviour reviews: Analyse heatmaps and screen recordings in Hotjar to assess user behaviour in specific areas of the site to identify issues and recommend improvements.
• User interviews: Develop discussion guides, recruit participants, plan and facilitate the interviews, and analyse findings and make recommendations for improvement.
• A/B testing: Suggest ideas for improvement in line with strategic priorities, write test hypothesis, and support the product manager with account management.
• Best practice reviews: Conduct regular content assessment to ensure best practices are being followed by editors and provide refresher training if not.
• Usability monitoring: Review pages identified by HotJar as potentially presenting issues to identify blockers or problem pages in need of improvement.
• Accessibility monitoring: Monitor and maintain current site accessibility score to ensure high standards are being met. Includes educating teams on best practice as needed and keeping on top of forthcoming developments to ensure the site is or will meet those.
• Contribute to the delivery of the Chatham House EDI strategy.

Evidence-led development

• Work closely with the product manager to deliver twice-quarterly development sprints including:
  • Raising issues/bugs/new requirements and communicating with our developers to define scope and acceptance criteria;
  • Pre-release cross-browser/device acceptance testing/UAT;
  • Scheduling and managing deployments;
  • Pre- and post-deploy regression testing using combining manual and automated tests using Ghost Inspector;
  • Proactively suggesting areas for improvement informed by research or emerging trends;
  • Support the product manager with account management.

• Support the product manager and team with our Google Analytics and SEO work.
• Provide editors with guidance and training on how to maximise the tools available in Drupal to optimise engagement and conversions.
• Promote the website roadmap/strategy/assets around the institute and be the go-to person for anything relating to user experience and best practice.
• Manage standalone development projects/operations when required.

Personal specification

• Solid understanding of web technologies and content management systems (CMS), ideally with experience of working with Drupal.
• Familiarity with digital monitoring tools, such as Google Analytics, Tag Manager, PageSpeed insights, and Hotjar, is crucial.
• Proficient in interpreting website data, user feedback, and performance metrics, e.g., conversion rates to make data-driven decisions.
• Skills in identifying and addressing bottlenecks in digital platforms, improving speed, accessibility, and overall user satisfaction.
• Ability to apply user experience (UX) and user interface (UI) design principles, with a keen eye for visual aesthetics.
• Understanding of SEO and other digital marketing strategies to align digital experience with broader marketing goals.
• Understanding how digital initiatives contribute to overall business objectives.
• Embracing a culture of continuous improvement and rapid iteration.
• Discretion in handling confidential information with an understanding of GDPR.
• Exceptional attention to detail.
• Excellent organisational skills with the ability to work logically and methodically.
• Project management experience with the ability to juggle conflicting priorities.
• Strong communication skills, able to communicate with people at all levels.
• A proactive approach to work with the ability to self-motivate and self-start.
• Ability to train colleagues and non-technical staff.

Desirableskills and experience

• Basic coding such as HTML and CSS.
• Knowledgeof good copy and having the confidence to write it when needed.
• Experience managing external partners.
• Understanding digital compliance, risk management, and security best practices.

Benefits

Benefits include approximately 37 days annual leave (including public holidays and Chatham House closure days), pension salary exchange, employee assistance programme, parental leave, flexible working and other benefits designed to suit your lifestyle. All of this, in a professional, engaging and intellectually stimulating environment.

Salary:£40,000 per year.

Contract:Full-time, 12-month fixed-term contract (with the potential to extend).

Location:St James\’s Square, London.This is a hybrid role based in our London office. The successful candidate will be expected to work onsite at least 2days per week, with flexibility to increase this during key event periods.

Closing Date:Tuesday 18 August 2025,23:59 BST.
Please avoid using AI for your application. We want to hear from you! We can tell the difference between a genuine answer and an AI-generated one. Using AI will run the risk of your application being disqualified.

#J-18808-Ljbffr