At a Glance
- Tasks: Lead digital and CRM strategy to enhance customer engagement and retention.
- Company: Join Standard Life, a leading retirement specialist with over 200 years of experience.
- Benefits: Enjoy a competitive salary, flexible working, 38 days annual leave, and private medical cover.
- Other info: We value diversity and welcome applicants from all backgrounds.
- Why this job: Shape the future of customer engagement in a high-impact leadership role.
- Qualifications: Proven experience in digital, CRM, or product strategy within complex organisations.
The predicted salary is between 42787 - 52295 £ per year.
We have an incredible opportunity to join us here at Standard Life as part of our Digital & Information Office team within Pensions & Savings.
Job Type: Permanent
Location: Birmingham, London, Telford and Edinburgh. Hybrid working available.
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: 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.
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?
- Proven experience leading digital, CRM, customer engagement or product strategy in a complex customer-led organisation.
- Understanding of how to create joined-up, personalised and accessible experiences across digital and assisted channels.
- Ability to connect investment decisions to customer value, commercial value, operational efficiency, risk, cost and delivery confidence.
- Confident storyteller who can simplify complexity, build alignment and sell the value of digital, CRM and omni-channel transformation.
- 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 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.
Head of Digital & CRM employer: Standard Life plc
At Standard Life, we pride ourselves on being an exceptional employer, offering a supportive work culture that values flexibility and personal growth. With competitive benefits including up to £105,000 salary, generous annual leave, and opportunities for career development, our London-based team thrives in an environment that encourages innovation and collaboration. Join us as a Principal Cloud Architect and be part of a company dedicated to making a meaningful impact in the retirement sector while enjoying a balanced work-life approach.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Digital & CRM
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Standard Life plc. 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 Standard Life plc 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 Digital & CRM
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 Standard Life plc:Your cover letter is your chance to shine! Tell us why you want to work at Standard Life plc 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 Standard Life plc!
How to prepare for a job interview at Standard Life plc
✨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.
