At a Glance
- Tasks: Lead the strategy for customer engagement and shape a digital-first experience.
- Company: Join Royal London, the UK's largest mutual life and pensions company.
- Benefits: Enjoy 28 days annual leave, up to 14% pension matching, and private medical insurance.
- Other info: Be part of an inclusive culture that values diversity and collaboration.
- Why this job: Make a real impact by transforming customer engagement and driving meaningful relationships.
- Qualifications: Proven experience in customer lifecycle management and strategic change leadership.
The predicted salary is between 80000 - 100000 £ per year.
Contract type: Permanent
Location: London, Alderley Park
Working style: Hybrid 50% home/office based
Closing date: 5th July
We’re looking for a strategic and customer-focused leader to shape the future of engagement at Royal London. As Head of Engagement Experience and Strategy, you’ll define the target state for our engagement experience, build the roadmap and capabilities needed to deliver it, and help embed a more connected, digital-first approach across the business. You will drive the transition from campaign-led activity to always-on, lifecycle-driven engagement, underpinned by data, automation and next best action decisioning. This is a high-impact leadership role with accountability for engagement strategy, journey design, optimisation and team capability. You’ll also play a key role in embedding agile ways of working, strengthening marketing automation and CRM capability, and demonstrating how personalised, contextual engagement can drive better customer and commercial outcomes.
About the role
- This role is central to Royal London’s ambition to become an insight-led, digitally enabled mutual—deepening customer relationships and improving financial resilience through more relevant, personalised engagement.
- Shape and lead Royal London’s engagement strategy, defining a clear target state and roadmap for a connected, digital-first customer experience.
- Own and evolve the end-to-end customer engagement framework across the lifecycle (acquisition, onboarding, deepening and retention), ensuring clear objectives, outcomes and measurement at each stage.
- Lead the shift from campaign-led activity to always-on, trigger-based engagement, increasing the use of automated journeys driven by customer behaviour, events and needs.
- Design and optimise customer engagement journeys that deepen relationships, support key customer outcomes and align with our brand.
- Develop insight-led, personalised engagement capabilities, including segmentation, next best action and decisioning approaches that enable “right message, right time” engagement.
- Embed a consistent engagement framework (including segmentation, contact strategy, offers, next best action and measurement) to deliver scalable, outcome-led engagement across all audiences.
- Define and track clear engagement and commercial KPIs (e.g. adoption, retention, conversion and value), using insight to continuously optimise performance and demonstrate ROI.
- Partner with senior stakeholders across marketing, digital, data and customer teams to influence direction and drive delivery.
- Build team capability and help embed agile, customer-centric ways of working, including shaping a more joined-up, squad-based operating model.
About you
- Proven experience shaping a customer lifecycle management, engagement or customer experience vision and building support across a complex organisation.
- Strong knowledge of direct marketing, customer strategy, CRM, marketing automation and the wider marketing technology landscape.
- A track record of designing and delivering journey-led, automated communications that improve customer outcomes.
- Experience delivering large-scale transformation—from campaign-led to lifecycle or always-on engagement models.
- Strong understanding of customer contact strategy, including governance, frequency and channel orchestration.
- Experience working in a regulated environment, balancing customer experience with compliance and controls.
- Experience leading strategic change, embedding agile ways of working and building high-performing teams.
- Strong commercial judgement, with the ability to use data and insight to inform decisions and prioritisation.
- An inclusive, collaborative leadership style, with the ability to influence senior stakeholders and develop high-performing teams.
About Royal London
We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.
Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.
We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.
Inclusion, diversity and belonging
We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.
Head of Experience & Engagement Strategy in London employer: SuccessFactors
Royal London is an exceptional employer, offering a dynamic and inclusive work environment in the heart of London. As the Head of Experience & Engagement Strategy, you will benefit from a hybrid working model, generous annual leave, and a robust pension scheme, all while leading transformative engagement strategies that enhance customer relationships. With a strong commitment to employee growth and a culture rooted in collaboration and empowerment, Royal London provides a fulfilling career path for those looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Experience & Engagement Strategy in London
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for SuccessFactors and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like SuccessFactors are looking for.
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Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with SuccessFactors on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at SuccessFactors. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace Head of Experience & Engagement Strategy in London
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit SuccessFactors. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of SuccessFactors:Show us that you’ve done your homework! In your application, briefly mention what you admire about SuccessFactors’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at SuccessFactors
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at SuccessFactors will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At SuccessFactors, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
