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.

Requirements

• Strategic digital, CRM and product leadership 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.

Benefits

• private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.