​Job Purpose

Working collaboratively across the business, this role will lead initiatives to optimise NPW’s digital presence and client journeys. The focus is on enhancing clients’ and prospects’ digital interactions with us – whether that be through our website, through our online banking platform and app, live messaging service and any future additions to the client-facing technology suite.  This includes improving UX, developing the functionality and delivering data-driven insights to ensure NPW provides a seamless, first-class digital experience. The jobholder will contribute to strategic objectives by leveraging analytics, SEO, and UX best practices.

Responsibilities & Duties

• Through a detailed knowledge of the entire product and service suite that NPW offers to its clients, liaise with relevant teams to identify processes, procedures, gaps or inconsistencies in our digital proposition which might result in friction for our clients or a suboptimal client and digital experience.
• Accountable for the achievement of digital experience goals.
• Champion DX on project teams to ensure initiatives are delivered in a way that optimises a client’s digital experience.
• Lead website optimisation projects for SEO and AI Search, working closely with our web agency to ensure best practice implementation.
• Analyse site performance using GA4 (Looker Studio experience advantageous) and provide data-driven recommendations to enhance usability and engagement.
• Map and improve website customer journeys, ensuring intuitive navigation and prioritisation of key areas so clients can easily find what they need.
• Compile and present DX performance reports to stakeholders, highlighting trends, insights, and opportunities for improvement.
• Collaborate with Marketing and Client Experience teams to align digital initiatives with client needs and business objectives.
• Ensure website content and structure adhere to best practice standards for usability, accessibility, and search optimisation.
• Manage relationships with external suppliers and agencies, ensuring timely delivery and budget compliance.
• Work closely with IT to align digital marketing initiatives with technology roadmaps.
• Support awareness campaigns for NPW’s digital offerings across internal and external audiences.
• Manage any budget related to digital marketing and experience.
• Remain fully conversant with NPW policies and procedures.
• Undertake other duties as required by the business.

• Minimum 5 years’ experience within relevant digital experience profession.
• Excellent knowledge of app and web-based systems and how they can be developed to deliver digital excellence to consumers
• Strong knowledge of SEO and AEO principles.
• Proficient in GA4; experience with Looker Studio is an advantage.
• Ability to use analytics to drive UX improvements and enhance website usability.
• Comfortable compiling and presenting website performance data.
• Basic understanding of WordPress or similar CMS.
• Familiarity with website best practices and customer journey mapping.

• Degree educated or equivalent qualification in digital marketing, UX, or related discipline – Desirable.