At a Glance
- Tasks: Lead digital and CRM strategy to enhance customer engagement and drive transformation.
- Company: Join Standard Life, a leading pensions and savings brand in the UK.
- Benefits: Flexible working, competitive salary, and a supportive environment for personal growth.
- Other info: We value diversity and welcome applicants from all backgrounds.
- Why this job: Shape the future of customer experiences and make a real impact in financial services.
- Qualifications: Proven experience in digital, CRM, or customer engagement strategy in complex organisations.
The predicted salary is between 56250 - 68750 £ per year.
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.
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 City of Westminster employer: Standard Life
At Standard Life, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As the Head of Digital & CRM, you will have the opportunity to lead transformative projects in a supportive environment that values personal growth and professional development. With a commitment to flexibility and inclusivity, we empower our employees to thrive while making a meaningful impact in the pensions and savings sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Digital & CRM in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Standard Life. 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 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 in City of Westminster
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:Your cover letter is your chance to shine! Tell us why you want to work at Standard Life 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!
How to prepare for a job interview at Standard Life
✨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.
