Head of Customer Experience, Pension Risk Transfer (PRT) Operations
$100,000–$100,000 year
HybridLondon, England, United Kingdom
Job Summary
Own the end-to-end customer experience across members, Trustees, EBCs, advisers, and other stakeholders throughout the BPA customer lifecycle, from onboarding through to ongoing service delivery. Define and deliver the customer experience strategy, embedding customer needs, Trustee expectations, regulatory requirements, and commercial commitments into operations, propositions, and service delivery. Act as the voice of the customer, shaping journeys, service propositions, communications, and digital experiences to drive positive outcomes and support BPA growth. Lead Customer Outcomes, complaints management, member communications, proposition development, TPA management, and digital customer experience while overseeing performance and governance of third-party administrators. Use customer insight, feedback, and operational data to drive continuous improvement and inform strategic decision-making. Partner closely with Business Development & Origination, Operations, and Technology to support new business activity and delivery of customer commitments. Represent the Customer Experience function at governance forums and senior leadership committees to protect and enhance the organisation's reputation in the BPA market.
Required Qualifications
- Significant leadership experience in customer experience, client services, customer outcomes or operational service delivery within a regulated financial services environment
- Proven ability to build and lead high-performing customer-focused teams
- Experience managing senior external stakeholder relationships, including institutional clients, Trustees, advisers or equivalent
- Significant understanding of pension legislation and defined benefit knowledge
- Strong track record of delivering customer experience improvements and service transformation initiatives
- Experience overseeing outsourced service providers and third-party relationships
- Strong understanding of customer outcomes, complaints, service quality and operational governance
- Demonstrated experience using customer insight, MI and performance data to drive decision-making and improvement
- Proven ability to influence senior stakeholders and operate effectively across operational and commercial teams
Desired Qualifications
- Experience within BPA, pensions, retirement, insurance or long-term savings
- Knowledge of the BPA lifecycle, including onboarding, transition and BAU administration
- Experience in digital customer experience, self-service solutions and customer proposition development
- Relevant professional qualifications in Financial Services, Customer Experience, Operations or Pensions
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