Customer Strategy Manager

Date Posted: 10/06/2024

Location: London

Job Type: Full time

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Customer Strategy Manager 

London - Hybrid (minimum 50% in office)

We’re a specialist in retirement, but… we’re not a traditional financial services company and we’re not just looking for traditional financial services people. We are looking for agile and ambitious people, who are passionate about doing the right thing for customers.  

This is a new role that will sit within our Group Customer Team, reporting into the Head of Customer Strategy. It is an exciting time to join our business as we focus on growth and our ambition – to be the UK’s most loved retirement specialist.  

This role will be critical in driving forward our customer strategy and associated initiatives across the Group as well as providing a broad range of strategic support capabilities. This is a role with a real purpose and an opportunity to make a difference, contributing and influencing critical strategic change. 

Key Responsibilities 

  • Partner with the business, providing strategic customer planning support and challenge 

  • Engage on change planning and execution to ensure that customer strategy is understood and embedded where appropriate  

  • Manage the embedding of our Customer Promise across the Group 

  • Manage and organise strategic customer activities and reporting 

  • Create and maintain customer strategy planning materials 

  • Build and manage Group customer reporting to enable a single and consistent view of customer performance and delivery   

  • Support, where required, the development of key initiatives and capabilities  

  • Attend key business strategic and operational meetings, representing the Customer function 

Skills and Experience: 

  • Keen interest in customer matters across needs, wants, experiences and outcomes  

  • Broad customer strategy experience in financial services or alike 

  • Confident in leading a strategic discussion and facilitating people 

  • Leadership and influencing skills at all levels up to and including executive director 

  • Excellent problem analysis and resolution skills 

  • Exemplary verbal and written communication, with the ability to present complex concepts in a clear and concise manner 

  • Stakeholder management expert 

  • Highly organised 

  • Financial services and interpreting numerical analysis experience preferable. 


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

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