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About the Role
The Head of Customer Experience is responsible for defining, delivering, and continuously improving the end-to-end customer experience across the BPA and Retirement Solutions business, ensuring stakeholders receive high-quality, consistent, and well-governed service.
Responsibilities
- Own the end-to-end customer experience across members, Trustees, EBCs, advisers and other stakeholders throughout the BPA customer lifecycle.
- Define and deliver the customer experience strategy, embedding customer needs, Trustee expectations, regulatory requirements and commercial commitments.
- Act as the voice of the customer, shaping customer journeys, service propositions, communications and digital experiences.
- Build and maintain trusted relationships with Trustees, EBCs and external stakeholders.
- Lead Customer Outcomes, complaints management, member communications and proposition development.
- Oversee the performance, governance and customer experience delivered through Third-Party Administrators and service partners.
- Use customer insight, feedback, complaints and operational data to drive continuous improvement.
- Partner closely with Business Development & Origination, Operations and Technology to support new business activity.
- Lead and develop high-performing teams whilst influencing senior stakeholders.
- Represent the Customer Experience function at governance forums, customer meetings and senior leadership committees.
Requirements
- Significant leadership experience in customer experience, client services, customer outcomes or operational service delivery within a regulated financial services environment.
- Proven ability to build and lead high-performing customer-focused teams.
- Experience managing senior external stakeholder relationships, including institutional clients, Trustees, advisers or equivalent.
- Significant understanding of pension legislation and defined benefit knowledge.
- Strong track record of delivering customer experience improvements and service transformation initiatives.
- Experience overseeing outsourced service providers and third-party relationships.
- Strong understanding of customer outcomes, complaints, service quality and operational governance.
- Demonstrated experience using customer insight, MI and performance data to drive decision-making and improvement.
- Proven ability to influence senior stakeholders and operate effectively across operational and commercial teams.
- Experience within BPA, pensions, retirement, insurance or long-term savings.
- Knowledge of the BPA lifecycle, including onboarding, transition and BAU administration.
- Experience in digital customer experience, self-service solutions and customer proposition development.
- Relevant professional qualifications in Financial Services, Customer Experience, Operations or Pensions.
Skills
- Customer Experience
- Client Services
- Customer Outcomes
- Operational Service Delivery
- Stakeholder Management
- Pension Legislation
- Defined Benefit Knowledge
- Service Transformation
- Third-Party Relationship Management
- Operational Governance
- Customer Insight Analysis
- Influencing Skills
- Team Leadership
- BPA Lifecycle Knowledge
- Digital Customer Experience
- Proposition Development
Location
- London
Work Type
- Permanent
- Hybrid
- Part-time
- Job-share
Experience Level
- Senior Leadership
Education Level
- Relevant professional qualifications in Financial Services, Customer Experience, Operations or Pensions.
Salary/Compensations
- c.£100,000+
Benefits
- Bonus
- Private medical cover
- 38 days annual leave
- Excellent pension
- 12x salary life assurance
- Career breaks
- Income protection
- 3x volunteering days
About the Company
- Standard Life is a retirement specialist focused entirely on retirement savings and income.
- We champion the belief that everyone’s journey to and through retirement can be better.
- For more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.
- We offer our colleagues flexibility, trust and benefits that work for whatever life brings.
- In return we expect curiosity, connection, accountability and high standards.
- We make room for what matters - so you can bring your best, every day.
Equal Opportunity
- We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds.
- If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
- If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.