At a Glance
- Tasks: Lead and enhance customer experience in Pension Risk Transfer operations.
- Company: Join Standard Life, a leader in retirement solutions with a customer-first approach.
- Benefits: Competitive salary, 38 days leave, private medical cover, and flexible working options.
- Other info: Dynamic hybrid work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer journeys and service excellence in pensions.
- Qualifications: Leadership experience in customer experience and strong understanding of pension legislation.
The predicted salary is between 90000 - 110000 £ per year.
We're looking for a Head of Customer Experience - PRT Operations to join our Customer Operations team within the RS&AM function. If you're looking for a new challenge with an organisation committed to putting customers first, aiming high and working together, you'll thrive here.
Job Type: Permanent
Location: This role will be based from our London office with time spent working from home and from the office.
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.
Salary and benefits: c.£100,000+ depending on experience), plus bonus, 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 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. The role ensures members, Trustees, EBCs, advisers and other key stakeholders receive a high-quality, consistent and well-governed service throughout their relationship with the organisation.
Key Responsibilities:
- Own the end-to-end customer experience across members, Trustees, EBCs, advisers and other stakeholders throughout the BPA customer lifecycle, from onboarding through to ongoing service delivery.
- Define and deliver the customer experience strategy, ensuring customer needs, Trustee expectations, regulatory requirements and commercial commitments are embedded across operations, propositions and service delivery.
- Act as the voice of the customer, shaping customer journeys, service propositions, communications and digital experiences to drive positive customer outcomes and support BPA growth.
- Build and maintain trusted relationships with Trustees, EBCs and external stakeholders, acting as a senior escalation point and ambassador for the business.
- Lead Customer Outcomes, complaints management, member communications and proposition development, ensuring fair, compliant and customer-focused outcomes.
- 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, inform strategic decision-making and enhance service performance.
- Partner closely with Business Development & Origination, Operations and Technology to support new business activity, successful onboarding and delivery of customer commitments.
- Lead and develop high-performing teams whilst influencing senior stakeholders across the organisation to foster a culture of customer focus, accountability and continuous improvement.
- Represent the Customer Experience function at governance forums, customer meetings and senior leadership committees, helping to protect and enhance the organisation's reputation in the BPA market.
What are we looking for?
- 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.
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.
Find out more about working at Standard Life.
Head of Customer Experience, Pension Risk Transfer (PRT) Operations 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 Customer Experience, Pension Risk Transfer (PRT) Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Phoenix Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Phoenix Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Experience, Pension Risk Transfer (PRT) Operations
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Phoenix Group:Your cover letter is your chance to shine! Tell us why you want to work at Phoenix Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Phoenix Group!
How to prepare for a job interview at Phoenix Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
