Digital Experience & Analytics Manager
Job Introduction
Digital Experience & Analytics Manager
Salary: £52,000 - £60,000 per annum, dependent on experience
Permanent
London/Folkestone Hybrid
At Saga, we're evolving the way we connect with our customers, creating seamless, personalised digital experiences that support every stage of their journey across our Travel, Insurance, Money and Publishing businesses. As our Digital Experience and Analytics Manager, you'll play a central role in shaping that experience, leading a team of digital experience, optimisation and analytics specialists to ensure our websites continually deliver exceptional customer outcomes alongside measurable commercial success.
Working across the wider Saga Group, you'll combine customer insight, analytics and experimentation to drive our digital optimisation roadmap, enhance personalisation and identify opportunities that improve engagement, conversion and long-term customer value. You'll collaborate with colleagues across Marketing, Brand, CRM, Data and Technology, using evidence-led decision making to influence strategy, champion innovation and ensure every digital enhancement is rooted in the needs of our customers.
Reporting to the Head of Digital, you’ll have visible impact across one of the UK's most trusted brands. As Saga continues its growth journey, you'll help shape the future of our digital experience, bringing together data, technology and customer insight to create meaningful improvements that benefit both our customers and the wider business.
We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from either our London office once a week, as well as ad hoc trips to our office in Folkestone, allowing us to collaborate and share success as a business.
Role Responsibility
As our Digital Experience & Analytics Manager you will be responsible for driving the performance and development of the Personalisation roadmap in conjunction with the Data teams.
Other accountabilities will include:
• Accountable for the Group CRO function, supporting the Digital Experience team to build a roadmap - iterating, reporting and evolving our capability to drive real business and customer experience objectives
• Analysing user feedback and engagement data to improve CRO at all points of the digital funnel. Developing initiatives to increase retention, referrals, testimonials, and community engagement.
• Utilising our data and testing capability to maximise the significant opportunity to drive multiple business and customer objectives from the visitors to the site
• Driving the importance of analytics and CRO with all colleagues across Saga to implement new and aligned analytics and CRO capability
• Working closely with web tools and development teams to help shape relevant tagging and specifications for any necessary web development changes to improve insight e.g. site data layer tagging.
• Maximising and managing the relationship with our data agency. Including overseeing the annual retainer across the business.
• Measuring and improving our online customer identification, leading the project to grow our knowledge of unknown customers and how we create online personalisation & relevancy through optimisation testing; involving the data team for support.
• Championing Analytics & CRO best practice across Saga, sharing knowledge and collaborating to ensure the customer is at the heart of what we do, across our business units
• Working with the data team and CRO colleagues to start shaping the personalisation and next-best-action roadmap and evolving it as our single-customer-view programme rolls out.
• Ensuring the Digital Experience team are providing regular progress updates, results and performance analysis with key stakeholders
• Managing multiple complex projects concurrently, tracking progress and success
The Ideal Candidate
As our Digital Experience & Analytics Manager you will be responsible for driving the performance and development of the Personalisation roadmap in conjunction with the Data teams.
Other accountabilities will include:
• Accountable for the Group CRO function, supporting the Digital Experience team to build a roadmap - iterating, reporting and evolving our capability to drive real business and customer experience objectives
• Analysing user feedback and engagement data to improve CRO at all points of the digital funnel. Developing initiatives to increase retention, referrals, testimonials, and community engagement.
• Utilising our data and testing capability to maximise the significant opportunity to drive multiple business and customer objectives from the visitors to the site
• Driving the importance of analytics and CRO with all colleagues across Saga to implement new and aligned analytics and CRO capability
• Working closely with web tools and development teams to help shape relevant tagging and specifications for any necessary web development changes to improve insight e.g. site data layer tagging.
• Maximising and managing the relationship with our data agency. Including overseeing the annual retainer across the business.
• Measuring and improving our online customer identification, leading the project to grow our knowledge of unknown customers and how we create online personalisation & relevancy through optimisation testing; involving the data team for support.
• Championing Analytics & CRO best practice across Saga, sharing knowledge and collaborating to ensure the customer is at the heart of what we do, across our business units
• Working with the data team and CRO colleagues to start shaping the personalisation and next-best-action roadmap and evolving it as our single-customer-view programme rolls out.
• Ensuring the Digital Experience team are providing regular progress updates, results and performance analysis with key stakeholders
• Managing multiple complex projects concurrently, tracking progress and success
Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
Package Description
At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.
BENEFITS AVAILABLE FOR THIS ROLE:
- 25 days holiday + bank holidays
- Option to purchase additional leave - 5 extra days
- Pension scheme matched up to 10%
- Company performance related annual bonus - Up to 5%
- Life assurance policy on joining us, 4 x salary
- Wellbeing programme
- Colleague discounts including family discounts on cruises, holidays and insurance
- Range of reductions and offers from leading retailers, travel groups and entertainment companies
- Enhanced maternity and paternity leave
- Grandparents leave
- Income protection
- Access to Saga Academy, our bespoke learning platform
About the Company
Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.
Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other and our values underpin our approach and help guide us to deliver our purpose.
We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We have done this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.
Thanks to our people, Saga was awarded with a Gold for Best Customer Centric Culture in 2025. This is testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.
We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.
Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
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Saga Group