Chief Customer Officer

Legal & General (L&G) is a leading UK financial services group and major global investor.

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

Our Retail business serves 12.4 million customers in the UK across four core markets: Workplace, Annuities, Lifetime Mortgages and Protection. In each we are a top three provider. Our in-house administration teams deliver outstanding customer service, and our clients benefit from world class investment expertise and scale efficiencies from our management business. 

L&G Institutional Retirement looks after around 700,000 institutional customers who have their retirement benefits secured with us. Operating continuously in the UK market from our entrance in 1987, we are the UK’s longest-running insurer.  The division provides pension risk transfer (PRT) solutions for UK and US defined benefit (DB) schemes, and reinsurance solutions from our global hub in Bermuda. We work with companies, DB pension schemes and their advisors to help them secure and protect scheme members’ retirement benefits.

The UK retirement landscape is transformation and is expected to drive significant growth in both DC assets and flows into retail retirement solutions.   As responsibility for retirement shifts from employers to individuals, Workplace DC assets will double to £1.5trn by 2034, with annual retail annuities volumes growing 2.5x to £20bn2.

L&G is ideally positioned to seize this opportunity as the UK’s leading DC and Retirement platform. We manage over £300bn of Retail wealth assets in the UK, we are the largest UK DC asset manager with over £200bn in Assets Under Management (AUM) and the UK’s largest annuity provider

Job Description

We are recruiting for a Chief Customer Officer to lead our 3000 person operational customer services team and collaborate with senior leadership to shape and execute business strategies across Retail and Institutional Retirement (IR). The customer is at the core of what we do, and you’ll be tasked to deliver an efficient, customer-centric operations function that is best in class. You’ll be doing this by driving transformation and technological innovation, including integrating AI and automation to enhance the customer journey, engagement and efficiency. You’ll oversee and transform operational capabilities across multiple business areas, embedding agile ways of working and taking our culture of collaboration, accountability, and customer focus to new levels.

What you’ll be doing

• Championing customer centricity, building Operation’s infrastructure, operating models, and innovation that put customers first and unlocks opportunities at key life stages. Creating strong internal and external partnerships to adopt best practices and benchmark against industry standards.
• Driving impact, defining divisional strategies, shaping future business architecture, and crafting bold tech and transformation plans for Operations to enable our ambitions for growth, with customer always at the heart  
• Boosting operational efficiency, finding smarter ways to streamline processes without compromising quality, controls, or customer experience. Injecting agility into tech and transformation models to fuel divisional growth
• Building culture and transforming ways of working, driving engagement, collaboration, innovation, and continuous improvement. Navigating a matrix structure and managing stakeholders to deliver on strategy
• Driving and embedding within Operations digital transformation, leading agile programmes, sparking innovation, and putting digital at the core. Partnering with Retail & IR Technology teams to ensure governance and deliver customer and commercial wins
• Owning governance, overseeing IT, transformation, and operational change controls while managing conduct risk effectively. Providing oversight, ensuring people, processes, systems, and controls are aligned to prioritise customer interests and deliver positive outcome
• Developing high-performing teams, and maximising performance through strong leadership and engagement

Who we’re looking for

• An experienced executive leader with a track record of transforming business divisions to deliver cultural and commercial outcomes, driving customer-first and digital-first strategies, as well as embedding agile ways of working
•  Have a proven track record of successfully driving strategic and technology transformation at a large scale in regulated organisations
• Exceptional enterprise-wide leadership experience with the ability to develop and implement a long-term strategic plan while developing strong working relationships and partnerships
• Outstanding interpersonal skill with the ability to successfully engage a diverse audience from presenting and influencing at board level to building relationships with the wider business in a highly complex matrixed structure
• Proven experience in bringing innovation and thought leadership to enhance customer centricity and commerciality
• Must have a solid grasp of the business and competitor landscape that L&G operates
• A deep understanding of product and technology, with the ability to align business and IT to deliver practical, cost-effective solutions
• A problem solver with strong analytical skills who can define strategic issues and make decisive decisions amid ambiguity and incomplete information

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes
Generous pension contribution                                                                                                                                    A company car allowance
Life assurance 
Healthcare Plan (permanent employees only) 
At least 30 days holiday, plus public holidays. There’s also the option to buy and sell holiday 
Competitive family leave 
Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only) 
There are the many discounts we offer – both for our own products and at a range of high street stores and online 
In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart 

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.