Group Customer Transformation Lead
Date Posted: 27/11/2024
Location: London
Job Type: Full time
Apply NowGroup Customer Transformation Lead
London – Hybrid (min 50% office based)
We’re a specialist in retirement, but… we’re not your traditional financial services company and we’re not just looking for traditional financial services people. We need agile and ambitious people, who are passionate about doing the right thing for our customers. Committed to fulfilling our purpose, to help people achieve a better later life.
We have an exciting opportunity for a Group Customer Transformation Lead, to join our business in an exciting period of growth and ambition – to be the UK’s most loved retirement specialist.
This role will be responsible for driving change and innovation across the Group to support the delivery of our Customer Strategy and fulfilment of our Customer Promises. In this role, you will champion the vision and be relentless in the drive to have customer at the heart of everything we do.
Key Responsibilities:
Articulate our customer needs & translate into a clear vision, creating actionable initiatives, and be able to express the WHY, to drive the WHAT and the HOW at all levels of the business
Be the voice and get early advocates, forming and evolving a movement of customer centricity
Onboard, develop and maintain key stakeholders and advocates, influencing hearts and minds
Align local leadership to the vision and create a framework that holds the relevant people / roles to account
Develop a robust plan for the Customer Strategy and Customer Promise activities.
Effectively manage delivery to varying extents depending on ownership, including proactive management of risks and dependencies.
Create excitement and desire across value streams to want to deliver for the customer.
Work with the Value Stream leads to ensure outcomes and benefits are met in line with the strategic plan.
Ensure that group governance is adhered to in the delivery of change, technical and system development, and the management of risk and third-party suppliers.
Ensure that change is deployed successfully into the various business units and teams, understanding other change and BAU dependencies and planning collaboratively with these areas.
Lead the development and maintenance of customer transformation metrics, reporting and governance including tracking value for benefit realisation.
Skills and Experience
Excellent Project / programme management experience – ideally strategic and relevant to customer
Confidence in communicating to senior audiences – written and verbal
Strong interest in customer matters across needs, wants, experiences and outcomes
Broad change management skills
Confident in leading discussions and facilitating meetings
Excellent problem analysis and resolution skills
Excellent verbal, written communication and interpersonal skills, with the ability to present complex concepts in a clear and concise manner
Excellent organisational skills
Strong Excel and PowerPoint skills
Company Benefits:
A Competitive Salary, Pension Scheme and Life Assurance
Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday
Private Medical Cover and Income Protection, just in case
A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets
Opportunity to progress within your career both in-role and within the company
FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)
A variety of Employee Funded Benefits available to you via our Online Benefits Portal
Plus, several additional purchase options available for you and your loved ones