Head of Digital & CRM

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.,

• 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 #LI-GJ1 Guide for Candidates: Find or get answers from our colleagues

We're Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone's journey to and through retirement can be better, and for more than 200 years, we've been helping our customers plan and prepare for their financial futures. Life today is increasingly complicated, uncertain and unpredictable. People move through different careers, face unexpected moments and navigate important choices. We offer our colleagues flexibility, trust and benefits that work for whatever life brings. In return we expect curiosity, connection, accountability and high standards. We make room for what matters - so you can bring your best, every day.