Customer Experience Leader

Location: The role could be based in either Edinburgh, London, Birmingham or Telford on a hybrid basis with time spent in the office and at home.

Flexible working: All our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.

Job Type: Permanent

Closing Date: 16 March

Salary and benefits: £75K - £100K dependent upon experience plus an indicative bonus range of 30%-60%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, income protection, 3x volunteering days and much more

Recruiter: Amanda Foskett

We have an incredible opportunity to join us here at Phoenix Group as a Customer Experience Leader within our Customer Office, reporting into the Customer Experience Director.

Who are we?

We want to be the best place that any of our 6,600 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

The role

You will be responsible for owning the delivery of our customer strategy through the management of an end-to-end lifecycle ‘product’ across the Phoenix Group customer brands.  Success will be measured on your ability to deliver exceptional customer experiences, good customer outcomes, the retention and consolidation of customers and growth of assets under management through the activity you lead.

You will take accountability for the design of the end-to-end life cycle ensuring it aligns to business objectives, identifying new innovative ways of engaging customers whilst meeting regulatory requirements and tackling customer and business problems. Data analytics will be a key part of measuring performance and identifying areas for optimization, as will metrics agreed with the business.

You will manage virtual cross-functional teams focused on delivering objectives, made up of skills required to deliver the task including design, digital, change, proposition and technology from across Pensions & Savings and the wider organisation.

What We’re Looking For

• An experienced senior leader who has experience leading an agile team and managing complex deliveries with multiple key stakeholders
• Be able to translate strategy into measurable execution plans and clearly articulate resource required to ensure smooth delivery within budget
• An excellent communicator with the ability to influence and stakeholder manage across different levels
• In depth knowledge of Financial Services including Pensions ideally gained working for a Life and Pension company
• Ideally have an understanding of agile methodologies and frameworks

We want to hire the whole version of you

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.

Please note that we reserve the right to remove adverts earlier than the advertised closing date. We encourage you to apply at the earliest opportunity.

Find out more about #LifeAtPhoenix

Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates

Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us

Senior Managers Certification Regime (SMCR)

This role is covered by the Senior Managers & Certification Regime (SM&CR) as a certified role. Therefore this role is subject to annual certification by Phoenix Group, as well as regulatory compliance standards. Anybody performing this role will be subject to:

PRA Individual Conduct Standards

FCA Senior Individual Conduct Rules

Further information on the Senior Managers & Certification Regime can be found on the FCA website.

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