Service​/Customer Pillar Lead

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long‑term investment and savings solutions.

Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

This role leads the Service & Customer Outcomes Oversight team and provides integrated oversight across service performance and customer outcomes within outsourced operations.

To manage a small oversight team, ensuring consistent MI, effective challenge of the BPO provider, and timely escalation and remediation of service and customer outcome risks.

• Lead oversight across service performance and customer outcomes, ensuring consistent challenge and evidence
• Provide consolidated insight linking service drivers (e.g. backlog, SLA issues) to customer impacts (e.g. complaints, redress)
• Embed Consumer Duty expectations into oversight MI, governance and escalation thresholds
• Ensure team outputs are audit‑ready and actions are tracked to closure

• Manage and develop oversight colleagues; allocate workload and ensure coverage / resilience
• Set standards for MI review, challenge quality and escalation practices
• Coordinate deep dives and thematic reviews across service and outcomes

• Produce consolidated reporting for senior stakeholders and governance forums
• Lead escalation of material service and customer outcome issues and ensure remediation plans are robust
• Maintain action logs and decision trails

• Drive continuous improvement across service quality and customer experience
• Ensure QA/sampling approaches are effective and outcomes‑driven
• Ensure lessons learned are embedded and recurring issues addressed

• Ensure oversight focuses on good customer outcomes and appropriate customer support, prioritising remediation where harm risk is highest
• Ensure MI and governance cover delays, backlogs, redress, vulnerability and service quality indicators

• Supports SMF
  24 by providing clear evidence of effective service and outcomes oversight, escalation and remediation.

• Maintain consolidated MI packs, escalation records and action logs
• Maintain QA/sampling frameworks, results and remediation effectiveness evidence
• Maintain documented governance outputs and decisions

Experience leading teams in customer operations, service oversight or outsourced environments. Strong MI and insight capability, ability to challenge third parties, and confidence escalating and driving remediation. Strong understanding of Consumer Duty and customer outcomes.

• As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services – to help give you real confidence to put your money to work.
• Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.
• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy and paternity leave – as supporting families is a core aspect of our inclusive culture.
• Health & protection cover including Private Healthcare,…