Head of Customer Experience, Pension Risk Transfer (PRT) Operations

Phoenix Group
London
Workplace: HybridFull timeGBP 100,000+Function: Customer Success & Account ManagementSkills: ["Leadership","Customer focus","Accountability","Continuous improvement","Stakeholder management","Decision-making"]

Define, deliver, and continuously improve the end-to-end customer experience across Pension Risk Transfer (PRT) and Retirement Solutions. Lead customer outcomes, complaints management, proposition development, member communications, and digital customer experience as the voice of the customer within operations. Use expertise in defined benefit pensions, PRT arrangements, and pension legislation to ensure service quality and governance, while partnering with BD&O, technology, and third-party administrators to enhance reputation and customer outcomes.

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Phoenix Group
Phoenix Group
2 days ago

Head of Customer Experience, Pension Risk Transfer (PRT) Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Define, deliver, and continuously improve the end-to-end customer experience across Pension Risk Transfer (PRT) and Retirement Solutions. Lead customer outcomes, complaints management, proposition development, member communications, and digital customer experience as the voice of the customer within operations. Use expertise in defined benefit pensions, PRT arrangements, and pension legislation to ensure service quality and governance, while partnering with BD&O, technology, and third-party administrators to enhance reputation and customer outcomes.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Own the end-to-end customer experience across members, Trustees, EBCs, advisers, and other stakeholders throughout the BPA customer lifecycle.
  • •Define and deliver the customer experience strategy, embedding customer needs, Trustee expectations, regulatory requirements, and commercial commitments into operations and propositions.
  • •Act as the voice of the customer to shape journeys, service propositions, communications, and digital experiences to drive positive customer outcomes.
  • •Lead customer outcomes, complaints management, member communications, and proposition development to deliver fair, compliant, customer-focused outcomes.
  • •Oversee customer experience delivered through Third-Party Administrators and service partners, using customer insight, feedback, complaints, and operational data to drive continuous improvement.

Pay and Benefits

Salary: GBP 100,000
Perks:Private MedicalAnnual LeavePensionLife AssuranceIncome ProtectionVolunteering Days

Key Requirements

  • •Significant leadership experience in customer experience, client services, customer outcomes, or operational service delivery in 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 equivalents.
  • •Significant understanding of pension legislation and defined benefit knowledge.
  • •Strong track record delivering customer experience improvements and service transformation, including outsourced service provider oversight.
Experience:Regulated financial servicesPensionsRetirementInsuranceLong-term savings
Skills:LeadershipCustomer focusAccountabilityContinuous improvementStakeholder managementDecision-making

Company Brief

Phoenix Group
A UK long-term savings and retirement business operating brands including Standard Life, SunLife, Phoenix Life and ReAssure, managing pensions, annuities and wealth solutions with c.12 million customers and large assets under administration.
Industry: Wealth Management
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1782
Glassdoor
Glassdoor: 3.8
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