Head of Customer Value Management

As the Head of Customer Value Management, you will be responsible for leading the development of Nest’s Customer Value Management (CVM) strategy and capabilities across Member and non-account managed B2B customers, encouraging them to stay and do more with Nest. You will take a customer, data, and commercially oriented approach to ensuring Nest’s actions drive good customer and commercial outcomes in line with Nest’s purpose and objectives.

The role will lead a team, fostering a culture of data-driven decision-making and optimisation that embraces a test and learn approach, as well as identifying the larger initiatives and enablers required to keep Nest front of mind with its diverse customer bases. Reporting to the Member Proposition Director, this role is a senior leadership position pivotal to delivering Nest’s objectives around customer loyalty and growth, working closely with stakeholders across the business. This is a high visibility role with requirement to regularly report to executive and board-level committees on progress to plan, as well as strategy recommendations.

Minimum criteria

• Extensive previous experience in Head of or Director of Customer Value Management role
• Proven experience building, developing and leading high performing teams
• Extensive experience with complex data and data analysis
• Extensive experience of driving performance to achieve commercial targets
• Proven experience of spanning across tactical activities, as well developing and delivering customer and commercial strategies
• Proven experience of presenting and influencing to board level

Don’t worry if you think you don’t have all the key skills, it might be worth taking the few minutes to apply as we’re good at spotting potential and offer a generous training budget.

Flexible and agile working

Everyone’s personal situation is different. To make the most out of hybrid working, we’ve introduced different ways of working, which include (subject to role requirements):

• hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required)
• reduce or vary working hours
• reduce or vary the days worked
• work compressed hours
• job share

Directorate/Department Overview

The Nest Experience directorate is responsible for developing and evolving the propositions for our customers, for the service and experience that they enjoy and working with our delivery partners to ensure their data and assets are kept safe. This includes:

• Definition of our customer strategies
• Developing, maintaining and evolving our customer value propositions
• The brand and marketing of Nest to our customers
• The design of the service experience our customers enjoy across all channels
• Working with our partner, TCS, to deliver a service that delights our customers and keeps their data and assets safe

Organisational Overview

Nest is an award-winning workplace pension scheme, the largest in the country. Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you’d expect to find in a thriving business. We’re committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment.

Diversity, Equity and Inclusion

Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of their age, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio economic background. We also recognise the importance of diversity of thought and other forms of neurocognitive variation. Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you’re applying through the scheme. We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications.

Please note that this advert may close early if we receive a sufficient number of satisfactory applications. If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: careers@nestcorporation.org.uk.