Head of Customer Proposition

1 week ago


Edinburgh, Edinburgh, United Kingdom Phoenix Group Full time

Job Type:
Permanent

Location and flexible working:
Edinburgh & hybrid

Closing Date:19/04/2023

Salary and benefits:
Competitive plus bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more


We have an incredible opportunity to join us here at Phoenix Group as Head of Product Proposition (Direct to Consumer) to join our Retail Direct team.

Retail Direct is a newly established vertical in our Pensions & Savings open business. Our vision is to assist our customers navigate their 'money moments' and help them live a life of possibilities.

Who are we?
We want to be the best place that any of our 6,800 colleagues have ever worked.

We're the UK's largest long-term savings and retirement business.

We offer our 12 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£259 billion of assets under administration.

We're a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we're not done yet.


The role
It is an exciting opportunity to be one of the initial members of the new Retail Direct vertical.

You will support and at times lead activity in relation to the design, development, delivery, deployment & ongoing management of Standard Life's Retail Direct Customer Proposition.

ensuring that they meet customer needs & deliver all regulatory requirements & effectively manage risks & drive commercial objectives.

As Head of Product Proposition (Direct to Consumer):

  • You'll be leading the customer proposition design, development, delivery, deployment of all Retail Direct. This will include Pensions, ISAs, Mortgages & other savings products.
  • You will define customer proposition requirements to internal & external stakeholders in line with Retail Direct Strategy
  • You will prioritise features & own & manage the Propositional roadmap & backlog
  • You will use Jobs to Be done Design methodology to design customer propositions.
  • You will regularly engage with internal & external stakeholders to design, develop, deliver & deploy Retail Direct customer proposition
  • You will lead a team of Proposition Managers & Consultants
  • You will work closely with Product Proposition team to ensure that products reflect connected customer experience.
  • Engage with cross functional stakeholders to deliver propositions, optimise resources (internal and external) and reduce the time to market and cost profile
  • Identify key opportunities and processes to build and enhance a bestinclass propositions
  • Work with technology partners (internal and external) to ensure that the technology stack best meets the needs of the business and its users searching out opportunities for true innovation which offers real value
  • Ensure that proposition delivery supports commercial objectives of the business & deliver on trading targets for the vertical.
  • Oversee regulatory proposition compliance and ensure all risks are considered and managed accordingly.

What are we looking for?

  • The ability to demonstrate that you have designed best in class, digital customer propositions. Startup experience would be valuable.
  • Ability to demonstrate innovative thinking & implementation & digital first experience in financial services.
  • Clear decision making and leadership skills in an Agile environment
  • In depth understanding of Retail Pensions & Savings market & future trend
  • Deep understanding of Retail products i.e Pensions, ISAs, GIAs, Mortgages etc
  • A deep understanding on how technology and CX can positively disrupt the Retail Direct market including data, open banking, automation, pension dashboard, CRM(s) and machine learning/AI
  • Strong knowledge of the UK Financial Services regulatory requirements and industry practise
  • A strong understanding of the various direct platforms and venders within the UK
  • Ability to analyse and interpret complex regulatory requirements and communicate these in an understandable style
  • Welldeveloped interpersonal communication and analytical skills

We want to hire the whole version of you.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds.

If your experience looks different from what we've advertised and you believe that you can bring value to the role, we'd love to hear from you.


If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Find out more about #LifeAtPhoenix

**#LI-HYBRID #LI-RL1
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