At a Glance
- Tasks: Lead customer experience and drive commercial performance in retirement savings.
- Company: Join Standard Life, a trusted retirement specialist with over 200 years of experience.
- Benefits: Up to £75,000 salary, flexible working, 38 days leave, and private medical cover.
- Other info: Flexible roles available; we value diversity and encourage all backgrounds to apply.
- Why this job: Make a real impact on customers' financial futures while enjoying a supportive work culture.
- Qualifications: Experience in customer experience leadership, ideally in financial services.
The predicted salary is between 75000 - 75000 £ per year.
Job Type: Permanent
Location and flexible working: Edinburgh. 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.
Salary: Up to £75,000 dependent upon experience plus an indicative bonus range of 16% to 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, income protection, 3x volunteering days and much more.
Closing Date: 2nd July
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: You’ll take end‑to‑end accountability for the customer experience, commercial performance and trading outcomes across Saving for Retirement. This is a senior, commercially focused role where you shape experiences and strategies that help customers build their savings, make confident decisions and see long‑term value from staying with Standard Life. You’ll translate strategy into measurable CX outcomes, optimising journeys, propositions and engagement at key saving moments such as consolidation and growing the addressable customer base. Operating with significant autonomy and senior stakeholder exposure, you’ll drive tangible impact through focused, insight‑led experience improvement. You’ll work closely with teams across Product, Proposition, Trading, Digital, Operations, Risk and Legal to lead the design, prioritisation and continuous optimisation of journeys and propositions. Using customer data, MI and behavioural insight, you’ll guide targeted interventions that improve growth, retention and lifetime value ahead of retirement. You’ll provide strong governance and senior‑level challenge, ensuring delivery remains focused on what matters most for customers and the business along with representing the customer experience in senior forums, influence investment decisions and lead complex, cross‑functional initiatives that deliver better outcomes.
What We’re Looking For:
- Experience leading customer experience with clear commercial accountability, ideally within financial services or a regulated environment.
- Proven track record of delivering measurable outcomes across growth, retention, conversion and value.
- Strong customer and commercial judgement, balancing customer outcomes, trading priorities and risk expectations.
- Confidence influencing senior stakeholders and operating across complex, multi‑team delivery landscapes.
- An insight‑led, customer‑obsessed approach, using data to inform decisions and drive continuous optimisation.
Equal Employment Opportunity: We are committed to ensuring that everyone feels accepted and welcome. Applicants from all backgrounds are encouraged to apply. 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 be at your best.
Senior CX Manager - Saving employer: Standard Life plc
At Standard Life, we pride ourselves on being an exceptional employer, offering a supportive and flexible work environment in the heart of Edinburgh. With a strong focus on employee well-being, we provide generous benefits including up to 38 days of annual leave, private medical cover, and opportunities for professional growth. Our culture fosters curiosity and accountability, ensuring that every team member can thrive while making a meaningful impact on our customers' retirement journeys.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CX Manager - Saving
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Standard Life plc. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Senior CX Manager - Saving
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Standard Life plc.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Standard Life plc's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Standard Life plc
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Standard Life plc.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Standard Life plc will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Standard Life plc employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
