Head of Digital & CRM
$110,000–$110,000 year
HybridBirmingham, England, United Kingdom
Job Summary
Own and evolve the digital and CRM strategy for Standard Life, defining the roadmap for connected customer experiences across web, mobile, messaging, voice, adviser, employer, and colleague channels. Build a strong Product Owner practice with clear journey ownership, disciplined prioritisation, and measurable outcomes to deliver omni-channel transformation. Work across Customer Office, Proposition, Workplace, Distribution, Operations, Data, Architecture, Engineering, Risk, and Compliance to champion customer data, personalisation, next-best-action, and AI-enabled engagement. Engage senior stakeholders, governance forums, boards, and prospective clients to communicate the value of digital and CRM initiatives. This senior leadership role operates within the Digital & Information Office to drive customer-led transformation and improve commercial outcomes in the pensions and savings sector.
Required Qualifications
- Strategic digital, CRM and product leadership
- Proven experience leading digital, CRM, customer engagement or product strategy in a complex customer-led organisation
- Ability to translate strategy into a clear, prioritised and measurable roadmap
- Understanding of how to create joined-up, personalised and accessible experiences across digital and assisted channels
- Use of customer insight, data and service design to improve outcomes
- Ability to connect investment decisions to customer value, commercial value, operational efficiency, risk, cost and delivery confidence
- Confidence as a 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
- 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
Desired Qualifications
- Experience in financial services, pensions, savings, insurance, wealth or another regulated sector would be highly valuable
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