At a Glance
- Tasks: Lead digital transformation and enhance customer experiences in a dynamic financial services environment.
- Company: Join M&G, a historic leader in savings and investments with a focus on innovation.
- Benefits: Enjoy a competitive pension scheme, generous annual leave, and flexible working options.
- Other info: Opportunity for career development in a supportive and innovative workplace.
- Why this job: Shape the future of digital growth and make a real impact in a collaborative team.
- Qualifications: Extensive experience in digital growth and leadership within regulated markets.
The predicted salary is between 63000 - 77000 £ per year.
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.
The Role: Head of Digital Growth
Background: M&G Life is accelerating a multi-year transformation of its Individual Life & Pensions business, with adviser and customer experience as the primary engine of growth. Digital Growth is the pillar accountable for the next-generation operating model, platforms and end-to-end services that our adviser and customer experiences depend on, so that the pace and quality step-change over the next three years. All delivered through digital-first, omni-channel experiences.
Role Summary: The Head of Digital Growth owns the multi-year digital modernisation of the Digital operating model, platforms and services that underpin M&G’s adviser and customer services across the open and closed book. The role co-defines the growth thesis and digital standards, the leading indicators, and orchestrates squads across Product, Experience, Design, Technology, Marketing, Distribution and Operations to deliver outcomes – not outputs. It is a senior, externally-credible leader who balances commercial rigour (business case, payback, unit economics) with Consumer Duty, accessibility and operational efficiency, and who can shape both the long-arc strategy and the next sprint's experiments.
Key Responsibilities:
- Lead the multi-year Digital modernisation programmes that move today's experiences, platforms and services to that future state, from discovery through to benefit realisation.
- Own the commercial case for modernisation– sizing, sequencing, investment trade offs, payback and benefit realisation across the programme portfolio and steward governance approval.
- Define and embed a test-and-learn operating model (discovery → alpha → beta → live), running enduring cross-functional squads that ship continuously and learn from data.
- Co-shape the next era digital operating model for AX, CX & Digital– service architecture, sourcing model, ways of working, tooling and data – jointly with the Lead Product Owners, Experience Design and Technology leads.
- Partner with the Product Owners so that new propositions adopt the modernised operating model, and the existing Digital estate is fit for purpose – preserving each LPO's ownership of their roadmaps, backlogs and outcomes.
- Represent the pillar in senior IL&P governance, planning and ExCo facing forums; act as a credible voice for the future state operating model and the case for change.
- Lead, coach and develop multi-disciplinary teams; build capability in experimentation, conversion optimisation and digital analytics.
Core Competencies & Attributes:
- Commercially astute Digital leader – connects experience decisions to flows, retention and lifetime value, with strong unit-economics and business-case discipline.
- Influential collaborator and communicator – aligns disparate stakeholders across Propositions, Distribution, Marketing, Technology, Change and Operations behind a single, shared vision.
- Data-driven and experimentation-led; fluent in funnels, cohorts, attribution, A/B testing and behavioural analytics; sets metrics and closes the loop.
- Strategic and systems-thinker who can hold the long-arc view while making sharp, near-term prioritisation calls.
- Regulatory fluency, especially Consumer Duty and GDPR; translates obligations into practical product and growth choices without compromising experience.
- People leader – builds high-performing, empowered, cross-functional teams; coaches; sets standards and a culture of excellence and accountability.
- Comfortable with ambiguity and pace; brings a first-principles, outcome-orientated mindset to complex, regulated environments.
Experience & Qualifications:
- Extensive senior leadership experience in Digital growth, proposition or product roles within financial services or another regulated, customer- and intermediary-led market.
- Proven track record of delivering measurable commercial growth (acquisition, conversion, retention, LTV) through digital channels at scale.
- Deep experience leading omni-channel adviser and/or customer journeys in a B2B2C model.
- Demonstrable success operating within a regulated environment with Consumer Duty (or equivalent) embedded across decision-making.
- Strong commercial and analytical skills – fluent with business case shaping, KPI definition, digital analytics and experimentation frameworks.
- Agile delivery expertise; experience running enduring cross-functional squads end-to-end (discovery to live).
- Excellent stakeholder management and senior communication skills – credible at ExCo / SLT level and engaging across Distribution, Technology, Marketing and Operations.
- Proven people leadership – building, coaching and scaling multi-disciplinary teams.
- In-depth knowledge of the UK life & pensions market (open and closed book), adviser ecosystems, platforms and third-party servicing models.
- Exposure to large-scale digital transformation, target operating model design or modernization of platforms.
- Familiarity with modern growth, martech and personalisation tooling, and with AI-enabled experience and advice models.
Department and team: Adviser Experience, Customer Experience & Digital – Digital Growth
Job level: Manager/ Expert
Role reports to: Director, AX, CX & Digital Proposition
Direct Reports: A team of up to 6 but predominantly coordination of large-scale transformation projects.
Location: Ideally based in one of our UK offices (Stirling, Edinburgh, London, Reading - Hybrid). We may consider home working UK for the right candidate.
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.
Head of Digital Growth M&G Job listing in Edinburgh employer: Financialnarrative
Citi is an exceptional employer that offers a dynamic and inclusive work environment, where employees are empowered to grow their careers while making a meaningful impact in the community. With a strong focus on professional development, employees have access to extensive training and mentorship opportunities, particularly in the fast-paced Corporate Banking sector. Located in major financial hubs like New York, San Francisco, and London, Citi provides a unique advantage of being at the forefront of global finance, fostering collaboration and innovation among a diverse team of over 230,000 dedicated professionals.
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