Pensions Digital and Engagement Manager

Job Details

This is an exciting opportunity to lead strategic digital transformation and engagement for the Fife Pension Fund, helping us improve how members and employers access information and interact with our services.

As Pensions Digital and Engagement Manager, you’ll use customer insight, service data and technology to shape digital improvements, strengthen communications and create a clearer, more accessible customer journey.

In this role, you will:

• Shape and deliver the Fund’s digital strategy, using customer insight, feedback and benchmarking to identify priorities

• Lead improvements to digital tools for members and employers, including the member portal and process automation

• Develop and implement a strategic communications policy and lead member engagement campaigns

• Coordinate employer engagement through forums, training, consultations and tailored communications

• Monitor engagement, satisfaction, enquiry trends and complaints to support continuous improvement

• Manage and improve the Fund’s website, member portal and digital campaigns, ensuring content is clear and accessible

• Supervise and develop a team, promoting collaboration, continuous improvement and professional development 

• You’ll work closely with colleagues across pensions and communications, as well as employers, scheme members and external partners, to turn insight into practical and lasting improvements.

This is a great opportunity to make a visible impact by modernising our services and helping members and employers understand and engage with their pension.

The Person

We’re looking for an enthusiastic and collaborative manager who combines strategic thinking with a practical approach to digital improvement and stakeholder engagement.

You will have:

• A degree or equivalent relevant experience in communications, digital engagement, customer insight, data analysis, service improvement or a related discipline

• Experience using customer insight, feedback, enquiry trends or service data to improve communications, digital content and customer journeys

• Experience of digital transformation and process automation

• Strong project management skills and the ability to deliver to deadlines

• Excellent written and verbal communication skills, with the ability to make technical information clear and accessible

• Experience of stakeholder engagement and partnership working

• The ability to lead a team, collaborate across services and influence others 

• Experience of customer journey mapping, digital platforms, content creation and accessibility standards would be an advantage. Knowledge of the Local Government Pension Scheme or other public sector pension arrangements is also desirable.

Before confirming to your appointment, you will be required to obtain Protection of Vulnerable Groups (PVG) scheme membership through Disclosure Scotland and become a member of the relevant PVG scheme.

As a progressive employer, we offer the opportunity to work in this role as a “blended working” arrangement with home-working opportunities and occasional office-working as required. While the significant part of the role can and will be carried out remotely, candidates should be able to travel to and attend office locations in Fife as required.

For more information please contact:  Laura Robertson, laurac.robertson@fife.gov.uk