Digital Engagement and Optimisation Lead

  • Cadogan St, Glasgow G2, UK
  • Full-time
  • Salary: Competitive
  • Department: IT
  • Working Hours: 35

Company Description

Here at esure, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

It’s an opportunity you simply don’t want to miss. You can expect our investment in you to include a highly competitive package, career and development opportunities and flexible benefits built around you and your lifestyle.

Job Description

•Drive market leading digital customer experience, adoption and commercial strategies

•Lead all digital customer facing journey design and development activity, working closely with the business to ensure control and a consistent customer experience across esure

• Ability to create best in class conversation design and optimise across AI and digital channels

•Develop a deep understanding of the customer, business and industry and use insight with confidence to inform strategic and tactical decisions

•Own a prioritised roadmap of initiatives that represent the path to desired business outcomes

•Maintain knowledge of developments in the market and new opportunities to leverage mainstream (and niche) technology in existing ‘design patterns’

•Ability to create compelling visual outputs that tell a story of journeys, the performance of the channel(s) and the opportunities for further enhancements

•Responsible for monitoring, managing and reporting digital contact performance

•Develop and evolve digital metrics to externally benchmark performance whilst measuring customer satisfaction and effort.


•Track record in delivering material improvements in adoption, containment and customer experience across all elements of digital contact.

•Strong capability to work in cross-functional agile delivery teams; experienced in agile product delivery

•A solid understanding of contact centre technologies/platforms and associated trajectory

•Experience with machine learning and AI as the engine of conversations

•Experience of process or customer journey mapping and understanding to create the context of designs

•Demonstrable experience in identifying current v future state digital journeys

•Strategic thinking with ability to develop solutions to complex problems with many constraints

•Track record in balancing strategic design, delivery and run of digital services

•Ability to develop, productive and robust relationships with strong communication at all levels

•Demonstrated leadership capability, managing individuals with role model behaviours  

Additional Information


  • 25 days holiday plus bank holidays 
  • 25% discount on esure & Sheila’s Wheels insurance (10% for immediate family) or a guarantee to beat any other insurer’s renewal quote on both home and car insurance 
  • 15% Discount on esure and Sheila’s Wheels Travel Insurance 
  • Discretional bonus 
  • BUPA - Private medical cover for eligible colleagues
  • Flu Jabs and Eye Care - Free flu jabs every winter, free eye tests every two years and £50 towards VDU glasses

In light of the current Covid-19 pandemic, we want to emphasise to all applicants that the safety and wellbeing of our candidates and colleagues is esure Group’s number one priority. All interviews will be conducted remotely via a video conference platform to ensure that everyone involved is adhering to the social distancing guidance.

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