Head of Digital & CRM

Phoenix Group
London, Edinburgh
Workplace: HybridFull timeGBP 110,000+ annuallyFunction: Administration & Executive AssistanceSkills: ["Strategic vision","Delivery leadership","Stakeholder management","Strategic judgement","Communication"]

Lead the digital and CRM vision for a UK pensions and savings brand, driving customer-led transformation across web, mobile, messaging, voice, and adviser/employer channels. Own the digital & CRM strategy, define and deliver the roadmap for connected customer experiences, and build a Product Owner practice for journey ownership, measurable outcomes, and value delivery. Partner across data, engineering, risk, compliance, and stakeholders to improve engagement, retention, growth, and cost-to-serve.

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Phoenix Group
Phoenix Group
2 days ago

Head of Digital & CRM

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead the digital and CRM vision for a UK pensions and savings brand, driving customer-led transformation across web, mobile, messaging, voice, and adviser/employer channels. Own the digital & CRM strategy, define and deliver the roadmap for connected customer experiences, and build a Product Owner practice for journey ownership, measurable outcomes, and value delivery. Partner across data, engineering, risk, compliance, and stakeholders to improve engagement, retention, growth, and cost-to-serve.
Location: London, Edinburgh
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Own and evolve the digital and CRM strategy aligned to pensions and savings priorities, focused on 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 Product Owner practice for journey ownership, disciplined prioritisation, measurable outcomes, and effective value delivery.
  • •Partner across Customer Office, Proposition, Workplace, Distribution, Operations, Data, Architecture, Engineering, Risk, Compliance and strategic partners to deliver capabilities from business outcomes.
  • •Champion customer data, personalisation, next-best-action, journey orchestration and AI-enabled engagement; engage senior stakeholders and governance forums to communicate transformation value.

Pay and Benefits

Salary: GBP 110,000 annually
Perks:Private MedicalAnnual LeavePensionLife AssuranceIncome ProtectionVolunteering Days

Key Requirements

  • •Proven experience leading digital, CRM, customer engagement, or product strategy in a complex customer-led organisation, translating strategy into a measurable, prioritised roadmap.
  • •Strong customer and omni-channel mindset, creating joined-up, personalised and accessible experiences across digital and assisted channels using customer insight and service design.
  • •Ability to connect investment decisions to customer value, commercial value, operational efficiency, risk, cost, and delivery confidence.
  • •Experience influencing senior stakeholders, simplifying complexity, and selling the value of digital, CRM and omni-channel transformation to executives, boards, governance forums and partners.
  • •Judgement in regulated environments, balancing innovation with trust, resilience, accessibility, conduct, data privacy, and regulatory expectations, ideally in financial services, pensions, savings, insurance, or wealth.
Experience:Financial servicesPensionsSavingsInsuranceWealth
Skills:Strategic visionDelivery leadershipStakeholder managementStrategic judgementCommunication
Tech Stack:CRMDigital journeysMarketing automationOmni-channelCustomer dataPersonalisationNext-best-actionJourney orchestrationAI-enabled engagementWebMobileMessagingVoiceContact centre

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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