Senior Business Lead

Salary: Competitive depending on experience plus bonus + benefits Job Type: Permanent Job Contact: 0131 245 1000 Closing Date: Monday 31st January 2022 

Join the Phoenix Group, and you join a unique organisation. It’s not just the millions of policyholders we serve, the billions of assets we look after or that we’ve been listed as one of the UK's Top Employers for seven years running. You’ll join a business with a compelling history and an exciting future helping our customers secure a life of possibilities.

Our Open Business, operating under the Standard Life brand, designs, markets and services savings and retirement products. It has ambitious plans for growth, which we'll achieve by taking advantage of opportunities in the market and being truly customer-obsessed in everything we do. By listening to our customers, building lasting engagement with them and continually evolving our propositions to meet their needs, we'll win new business and retain our existing customers as they journey to and through retirement. 

To drive forward our vision we’re looking to recruit an experienced Business Lead for our marketing and CRM technology transformation. We are looking to enable innovative, timely and relevant omni-channel customer engagement at scale, create a deep connection with our customers and support better customer and business outcomes. Our programme will implement the infrastructure and operating model required to support this vision across the Open Business, including B2B (employer), B2B2C (adviser) and B2C (customer) channels. 

You will shape our programme and deliver business environment required to make effective use of the technology and radically improve our customer experience. Strong leadership skills and business acumen are essential. You will need to manage change across our business and deliver multi-disciplinary work cutting across creative, content, CX, data, digital, operations, and proposition. 

Key Responsibilities: 

- Design a model for, and deliver, a business transformation in relation to our CRM and Martech capability, including organisational change and ways of working. 

- Define and deliver our CRM strategy for the business operating under the Standard Life brand across all products, services and solutions. 

- Obtain a deep understanding of customer and client requirements (across all audiences (employer, adviser and end consumer) and improve experiences across all platforms

- Lead supplier selection (working with colleagues in Procurement) to meet our requirements and deliver value for money. Lead implementation of new supplier and new CRM platform to meet the business needs. 

- Build relationships with all key stakeholders, evaluating priorities across our business and ensuring transparent and consistent processes for decision making. 

- Lead activity across our business to collate and prioritise requirements for our CRM and Martech that support the end to end customer experience. 

- Ensure programme scope is appropriate and delivers our objectives. Ensure success criteria and desired outcomes are defined, understood, appropriately communicated and tracked. 

- Ensure dependencies with other key change programmes are identified and addressed. 

- Deliver processes, frameworks and governance to support effective use of the technology within our business so that it can deliver to support business outcomes as part of BAU. 

- Continually roadmap and optimise the experience working closely with proposition, distribution, marketing, service, technology, data and insights. 

- Identify clear objectives through insight, segmentation and data analysis. 

- Monitor and report on KPIs 

The successful applicant will: 

- Have extensive experience in leading effective transformations re CRM and associated technology at pace in large organisations, ideally those with a retail customer focus. Agile experience is preferred. Experience in Salesforce would be helpful. 

- Have a deep understanding of the technology solutions and architecture, and the business capabilities required for effective use. 

- Be passionate about better customer experiences and outcomes. 

- Be a driver of change and innovation. 

- Be a strategic thinker and able to identify priorities and articulate clear goals. 

- Have demonstrable stakeholder management skills and ability to build strong relationships across our business. 

- Have ability to engage people and solve problems pro-actively without being a subject matter expert. 

Key Competencies: 

Customer At The Heart

Build Relationships

Working Across Boundaries

Think Strategically

Commerciality

Leading People

Communication Skills 

What We Offer

Bring your ‘whole self’, skills and dedication to the Phoenix Group and we’ll recognise your effort, support your development and help to drive your ambition. We’ll ensure you’re rewarded for your contribution with a competitive package that includes an attractive pension, annual bonus potential, private medical insurance, generous holiday entitlement, enhanced maternity and adoption leave and a range of other financial services and lifestylex flexible benefits. 

We’re a FTSE 100 company and offer flexible working opportunities ensuring we attract and retain the very best of talent. 

Online Interviews and Onboarding

All our interviews, onboarding and new joiners are now managed remotely. We have in place a strong virtual support network to ensure new colleagues are supported and developed as they navigate their first few months with us. 

We value diversity in our workforce and welcome enquiries from everyone.