At a Glance
- Tasks: Lead digital and CRM strategy to enhance customer engagement and drive transformation.
- Company: Join Standard Life, a leading retirement specialist with over 200 years of experience.
- Benefits: Enjoy a competitive salary, generous leave, private medical cover, and flexible working options.
- Other info: We value diversity and welcome applicants from all backgrounds.
- Why this job: Shape the future of customer experiences in a high-impact leadership role.
- Qualifications: Proven experience in digital, CRM, or product strategy within complex organisations.
The predicted salary is between 110000 - 110000 £ per year.
We have an incredible opportunity to join us here at Standard Life as Head of Digital and CRM, part of our Digital & Information Office team within Pensions & Savings.
Job Type: Permanent
Location: Birmingham, London, Telford and Edinburgh. Hybrid working
Flexible working: All 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.
Closing Date: 03/09/26
Salary and benefits: from £110,000 plus an indicative bonus range of 30%-60%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.
Who are we?
We’re Standard Life, 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, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.
The role
Are you ready to shape the future of customer engagement for one of the UK’s most recognised pensions and savings brands? As Head of Digital & CRM at Standard Life, you will lead the digital and CRM vision that helps us become the UK’s leading dedicated Pensions & Savings provider. This is a senior, high-impact leadership role within the Digital & Information Office, working at the centre of our customer-led transformation.
Our ambition is to make Standard Life feel more personal, effortless and joined up across the moments that matter. You will shape how we bring together customer insight, CRM, digital journeys, data, decisioning, identity, contact centre, marketing automation and omni-channel service to improve outcomes for customers, advisers, employers and colleagues. You will define the strategy, own the roadmap, and build the capability needed to deliver connected, data-led and personalised experiences at scale across web, mobile, messaging, voice, adviser, employer and colleague channels.
This is an outward-facing role as much as an internal delivery role. You will help senior stakeholders, governance forums, boards and prospective Workplace clients understand how better digital engagement improves customer outcomes, strengthens retention, supports growth, reduces cost-to-serve and differentiates Standard Life in the market. You will also lead the evolution from channel-based digital ownership to omni-channel journey ownership, including building a strong Product Owner practice with clear ownership of outcomes, roadmaps, backlogs and value delivery.
The right person will bring strategic vision, commercial judgement and strong delivery leadership. They will be comfortable operating at executive level, inspiring multi-disciplinary teams and turning a compelling vision into a credible, measurable roadmap.
Key Responsibilities:
- Own and evolve the digital and CRM strategy for Standard Life, aligned to the Pensions & Savings strategy and focused on customer engagement, retention, growth, service transformation and lower cost-to-serve.
- Define and lead the roadmap for connected customer experiences across digital, CRM, voice, messaging, adviser, employer and colleague channels.
- Build a strong Product Owner practice with clear journey ownership, disciplined prioritisation, measurable outcomes and effective value delivery.
- Work across Customer Office, Proposition, Workplace, Distribution, Operations, Data, Architecture, Engineering, Risk, Compliance and strategic partners to turn business outcomes into deliverable capabilities.
- Champion customer data, personalisation, next-best-action, journey orchestration and AI-enabled engagement to improve customer and commercial outcomes.
- Engage senior stakeholders, governance forums, boards and prospective clients so the value of digital, CRM and omni-channel transformation is clearly understood.
What are we looking for?
- Strategic digital, CRM and product leadership: You will have proven experience leading digital, CRM, customer engagement or product strategy in a complex customer-led organisation, with the ability to translate strategy into a clear, prioritised and measurable roadmap.
- Customer and omni-channel mindset: You will understand how to create joined-up, personalised and accessible experiences across digital and assisted channels, using customer insight, data and service design to improve outcomes.
- Commercial and outcome focus: You will be able to connect investment decisions to customer value, commercial value, operational efficiency, risk, cost and delivery confidence.
- Senior stakeholder influence: You will be a confident storyteller who can simplify complexity, build alignment and sell the value of digital, CRM and omni-channel transformation with executives, boards, governance forums, partners and prospective clients.
- Regulated environment and transformation judgement: You will bring sound judgement in balancing innovation with trust, resilience, accessibility, conduct, data privacy and regulatory expectations. Experience in financial services, pensions, savings, insurance, wealth or another regulated sector would be highly valuable.
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. We’re reviewing applications as they come in and may close this role before the closing date, so apply early to avoid missing out.
Find out more about working at Standard Life.
Head of Digital & CRM in Birmingham employer: Phoenix Group
Phoenix Group is an excellent employer, offering a dynamic work environment in the heart of Edinburgh where you can thrive as an Investment Operations Analyst. With a strong emphasis on flexibility through a hybrid work model, employees benefit from a supportive culture that prioritises operational excellence and collaboration with diverse stakeholders. Additionally, the company provides comprehensive benefits, including a competitive salary, bonuses, and generous leave, ensuring that team members are well-rewarded for their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Digital & CRM in Birmingham
✨Get to Know Your E-commerce Community
Dive into specific e-commerce forums and groups on platforms like Reddit or Facebook. Engaging with these communities can open up opportunities and give you insights into what companies like Phoenix Group are looking for when hiring for a Head of Digital & CRM.
✨Showcase Your Skills with an Online Portfolio
In e-commerce, a strong online presence can set you apart. Create a portfolio that highlights any projects, case studies, or even personal ventures related to e-commerce. When you apply to Phoenix Group for the Head of Digital & CRM, a tangible demonstration of your skills could make a huge difference.
✨Attend E-commerce Events and Conferences
Keep an eye on e-commerce conferences and workshops in your area. Not only will you gain valuable knowledge, but networking with industry professionals could lead to job leads. Plus, if you're keen to work at Phoenix Group as a Head of Digital & CRM, rub shoulders with their representatives when possible!
✨Utilise Company Resources
Don’t forget to check out Phoenix Group’s career page for any unique application processes or opportunities that might not be listed on job boards. Applying directly through their website might give your application a bit more visibility, especially for a Head of Digital & CRM.
We think you need these skills to ace Head of Digital & CRM in Birmingham
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at Phoenix Group, make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
Craft a Compelling Cover Letter:Your cover letter should not just reiterate your CV; it’s your chance to showcase your passion for e-commerce and how it aligns with Phoenix Group's goals. Mention specific projects or achievements that relate to the role, and don’t forget to express your enthusiasm for working in a dynamic, fast-paced environment where you can make a tangible impact.
Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at Phoenix Group. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at Phoenix Group
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that Phoenix Group uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
✨Technical Questions: Prep for the Specifics
Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
Full-time interviews can feel quite formal, but try to keep it conversational, especially if you click with your interviewers at Phoenix Group. Share your thoughts and ideas about the future of e-commerce, and don’t shy away from engaging with their questions openly. The more genuine and relatable you are, the better connection you’ll create!
