Customer Operations Performance

Job description:

Job Title: Customer Operations Performance & Engagement Lead

Contract Type: Permanent

Location: Edinburgh, Glasgow, or Alderley Park (Wilmslow)

Working style: Hybrid 50% home/office based

Closing date: 9th December 2025

Job Summary

We are hiring a Customer Operations Performance & Engagement Lead to join our Customer Operations team. This pivotal role drives operational excellence and cultural alignment by leading both Operations Strategic Reporting & Insight and Colleague Engagement. You'll play a critical part in ensuring performance is clearly reported and understood at the executive level, while fostering a connected, engaged, and informed colleague community.

About the Role

• Lead the coordination and delivery of all executive-level reporting and performance insight across Customer Operations.

Own end-to-end reporting for OKRs, STIPs, operational KPIs, service performance, risk & controls, benefit tracking, and cost budget plans, contributing to GEC and Board-level reports.

Provide clear, data-driven insights that enable informed decision-making and drive accountability.

Act as the central coordination point for strategic performance reporting across the operational function.

Lead the function-wide colleague engagement strategy, ensuring alignment with Group-wide communications, engagement, and culture frameworks.

Design and deliver engagement initiatives that foster connection, inclusion, and purpose across operational teams.

Establish and maintain feedback loops to ensure colleague sentiment informs ongoing strategy and operational decisions.

Own the reporting of operational risks and benefits, ensuring transparency and alignment with strategic goals.

Drive strategic planning processes that align operational initiatives with broader business objectives.

Reflect the Spirit of Royal London values and take ownership of your own development.

About You

• Strong understanding of operational KPIs, STIPs, and risk metrics.

Experience with reporting tools (e.g., Power BI, Tableau) and translating data into actionable insight.

Experience designing and executing colleague engagement strategies.

Ability to lead action planning from survey insights (e.g., Our Voice), including tracking and reporting outcomes.

Skilled in fostering inclusive environments and driving cultural alignment.

Understanding of strategic planning cycles and frameworks.

Knowledge of risk frameworks and reporting standards.

Strong influencing and relationship-building skills across functions and levels.

Strategic thinker with a customer-centric mindset.

Energises others around change and transformation; resilient in the face of ambiguity.

Commercial acumen and data-driven decision-making.

Delivers with discipline and urgency; sets clear priorities and holds self and others accountable.

Growth and learning orientation; open to feedback and new ways of working.

About Royal London

We're the UK's largest mutual life, pensions, and investment company, offering protection, long-term savings, and asset management products and services. Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable, and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme, and private medical insurance. You can see all our benefits here - Our Benefits.

Inclusion, Diversity, and Belonging

We're an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.