Lead Customer Value Manager; Scottish Widows

Position: Lead Customer Value Manager (Scottish Widows)
Location: City of Edinburgh

** End Date
** Thursday 26 February 2026
** Salary Range**£76,194 - £89,640
** Flexible Working Options
** Hybrid Working, Job Share
** Job Description Summary**.
** Job Description
***
* JOB TITLE:

** Lead Customer Value Manager.
** SALARY:** £78,000pa to £91,800pa plus an extensive benefits package.
*
* LOCATION:

** Edinburgh, Leeds.
*
* HOURS:

** 35 hours, full time.
** WORKING PATTERN:
** Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our Edinburgh or Leeds hubs.

We’re on an exciting journey to transform our Group and the way we shape finance for good. We’re focusing on the future - investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone, including you! IP&I is on a mission to deliver outstanding customer value while improving efficiency and ensuring our products and services are fit for the future.

We’re looking for a highly capable Lead Customer Value Manager to join our team.  You will play a meaningful role in crafting how we deliver outcomes for millions of customers. We're growing with purpose. Join us on our journey and you can too!

This role is accountable for maximising long-term customer value by shaping and implementing strategies that increase customer retention, deepening engagement, improving satisfaction, and reducing avoidable demand. The role ensures that every stage of the customer lifecycle is understood from a lifetime value perspective – ranging from onboarding to renewal and beyond – driving sustainable growth, operational efficiency, and improved customer outcomes.
** Key responsibilities
** Strategy & leadership
* Develop and lead the organisation’s customer lifetime value strategy across all segments and product lines.
* Lead cross-functional collaboration (Operations, Marketing, Product, Digital, Risk, Finance) to align around lifecycle priorities and customer-centric metrics.
* Establish a data-driven framework for measuring and improving customer lifetime value, including predictive analytics and behavioural insights.

Customer lifecycle management
* Develop strategies for onboarding, engagement, retention, renewal, and win-back.
* Lead the lifecycle communication strategy, ensuring timely, relevant, and personalised interactions through digital and human channels.

Reducing failure demand & operational efficiency
* Identify and quantify repeat or avoidable contact, leakage points, and service gaps affecting retention or satisfaction.
* Partner with Operations to reduce unnecessary telephony demand and cost drivers while improving customer experience.
* Build a roadmap of initiatives that deliver both customer benefit and operational savings that can be delivered in partnership with Operations and Platforms.

Customer insights & performance
* Utilise and lead CLV dashboards, predictive models, and performance tracking to inform decision-making at executive level.
* Use insight to influence product enhancements, service design, digital journeys, and communications.
* Monitor important metrics such as retention, contact demand, engagement, and cost-to-serve.

Leadership capability
* Build and lead a high-performing team of lifecycle managers
* Influence senior stakeholders and guide executive decision-making with compelling evidence and narrative.
* Foster a culture of customer obsession, continuous improvement, and outcome-based delivery.
** About you
*** Demonstrable senior leadership experience in Customer Experience, Lifecycle Management, Marketing, or Digital Transformation.
* Strong commercial savvy with ability to run CLV models, forecasting, and business cases.
* Expertise in identifying and reducing failure demand and cost drivers.
* Deep understanding of customer journey optimisation, behavioural insight, and data-guided decision-making.
* Ability to translate strategy into actionable roadmaps and measurable outcomes.
* Experience in regulated industries (e.g., financial services) preferred.
** About working for us
** Our focus is to ensure we are inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they…