Senior Propositions Manager - Portals and Customer Journeys

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending, and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centred ambitions.  

Recruiter: Jo Greene: joannegreenep@landg.com  Internal Closing Date: 21st May

In this role you will be responsible for optimising Portal and Customer journeys to meet the needs of Customers and Distributors and to extend the Distribution reach of Legal & General Retail Protection products, maximising value for the business. You'll also lead on the identification and assessment of opportunities to optimise Portal and Customer journeys through to implementation.

What you'll be doing:

• Identifying and assessing opportunities to optimise Portal and Customer journeys to meet customer needs and drive value for the business.
• Developing and maintaining an in depth understanding of the key drivers, challenges, legislative and regulatory issues facing the Insurance market and the impacts of these on customers, intermediaries and Partners in relation to Portal and Customer journeys.
• Leading the completion of competitor analysis, Customer and Distributor insights and analysis and production of Management Information to support the definition of the Portal and Customer Journey optimisation strategy.
• Working cross-functionally to develop new Portal and Customer Journey opportunities including with Distribution, Marketing, UW & Claims, Conduct and Operations.
• Responsible for the development and presentation of business cases for new Portal and Customer Journey optimisation opportunities.
• Ensuring all required governance is completed for new Portal and Customer Journey optimisation opportunities including Value for Money assessments and Product Lifecycle Management.
• Regularly reviewing the risks and performance of Portal and Customer journeys to ensure they continue to meet the needs, characteristics and objectives of the target market and are delivering good customer outcomes.
• Ensuring any new, or updates to existing, Contractual Arrangements are put in place for any Portal and Customer Journey developments.

Who we're looking for:

Qualifications:

Financial planning e.g., CII FPC (CF1,2,3 etc); APFS

Insurance e.g., ACII desired or equivalent experience

Knowledge:

Strong understanding of UK protection Portal and Customer Journeys and how to optimise them to drive customer and business value

The UK Protection market and it’s dynamics

The regulatory and legislative environment for UK Protection

UK Protection customers and their needs

UK Protection products

High level of commercial acumen to identify opportunities, build business cases and meet commercial targets

Experience:

Identifying, assessing and delivering Portal and Customer Journey optimisation activities to drive customer and business value

Communicating and influencing cross-functionally at all levels

Writing and presenting compelling business cases

Analysing research, insights and data to inform Portal and Customer Journey optimisation strategy

Leading cross-functional project teams

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  
• Life assurance   
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. 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 
• 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

Legal & General is a leading financial services organisation, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.  

We’re one of the world's largest asset managers, homebuilders, pension providers and insurers. Connecting to form a unique business model which drives value for our customers and society. And enabling our people to create impact through work that is meaningful and valued.  

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 strive to be open, mindful, and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs. 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. 

If you’re open to find out more, we'd love to hear from you.