Digital Experience Manager

About Us:

HSB (UK and Ireland) is a leading specialist provider of engineering, technology, and structural warranty insurance solutions, alongside plant and equipment inspection services and engineering-led risk management.

HSB (UK and Ireland) comprises the parent company HSB Engineering Insurance Limited (HSBEIL), its UK subsidiaries HSB Engineering Inspection Services Limited (HSBEISL), and regulated MGA MD Insurance Services Limited (MDIS), trading as Premier Guarantee and LABC Warranty.

Together, we are the only group in the UK and Ireland solely focused on delivering specialist engineering and technology insurance solutions combined with risk-focused inspection services and assessments.

The Role:

We are looking for a Digital Experience Manager to lead initiatives that enhance the digital journey for our customers and partners. This role will focus on ensuring our digital platforms—particularly our extranet—are intuitive, efficient, and aligned with user needs.

You will play a key role in leveraging digitisation to make it easier to do business with us, identifying opportunities to improve engagement, reduce friction, and deliver a seamless experience across all digital touchpoints.

Key Responsibilities:

Customer Insight & Requirements:

• Gather and analyse customer feedback, usage data, and market trends to understand digital needs
• Translate insights into actionable improvements across digital platforms
• Champion the voice of the customer within digital development initiatives

Digital Strategy & Roadmap

• Develop, own, and maintain a digital experience roadmap aligned to business objectives
• Identify opportunities for automation and digitisation to simplify processes for customers and internal teams
  
  

Extranet & Platform Management

• Lead the strategy and continuous improvement of the extranet platform
• Ensure platforms are user-friendly, secure, and compliant
• Collaborate with IT, UX, and delivery teams to implement enhancements and resolve issues
  
  

Stakeholder Engagement

• Partner with colleagues across operations, underwriting, sales, and customer service to ensure digital solutions support business need
• Build strong relationships to drive alignment and adoption
  
  

Performance & Reporting

• Define and track key performance indicators (KPIs) for digital experience (e.g. adoption, satisfaction, task completion)
• Monitor performance and provide insights and updates to senior stakeholders

Skills & Experience

• Experience in digital experience, UX, product, or digital transformation roles
• Strong understanding of customer-centric design and usability principles
• Experience managing extranet, portal, or digital platforms in a B2B environment
• Knowledge of insurance or financial services is beneficial but not essential
• Excellent stakeholder management and communication skills
• Analytical mindset with the ability to use data to inform decisions
  
  

Personal Attributes

• Customer-focused: prioritises user needs and advocates for the customer experience
• Strategic thinker: able to develop and deliver a clear, business-aligned roadmap
• Data-driven: uses insight and feedback to guide improvements
• Collaborative: works effectively with a wide range of stakeholders
  
  
  

Diversity, Equity & Inclusion:

At HSB, we believe that Diversity, Equity, and Inclusion drive innovation, resilience, and better outcomes. We are committed to building a workforce that reflects a wide range of backgrounds, identities, and experiences, and to creating an environment where everyone feels valued and supported.

We welcome applications from all backgrounds and encourage candidates to bring their authentic selves to work. If you require any adjustments during the recruitment process, please let us know—we’re here to support you.

Benefits:

• 25 days annual leave plus bank holidays and wellbeing days
• Up to 13% pension contribution
• Annual bonus eligibility
• Private medical insurance
• Life assurance
• Wellbeing and development programmes, including EAP and health assessments (subject to eligibility)
• Study and professional development support
• Hybrid working