Head of Digital Customer Experience (Alderley Edge, GB) bei Royal London - Pensions, Investments and Life Insurance - Royal London

Head of Digital Customer Experience

Location: Alderley park

Recruitment Partner: Helen Stokes

Hybrid Working

Industry Leading Benefits package

About the Role

We’re looking for a visionary and strategic leader to join us as Head of Digital Customer Experience. This is a pivotal role responsible for shaping and delivering our customer experience strategy—translating our purpose and Life Stage ambitions into seamless, impactful experiences across digital and non-digital channels.

You’ll lead the design and development of customer propositions, champion best practice in experience design, and ensure our initiatives are insight-led, compliant, and aligned to strategic goals.

Key Responsibilities

• Own the strategy for Customer Experience Design, Market & Customer Insight, and Proposition Development.
• Lead the creation and delivery of end-to-end customer experiences, ensuring consistency and efficiency across life stages and products.
• Oversee the Design Thinking approach to ideation, testing, and iteration of new concepts.
• Use data and insight to identify pain points and drive continuous improvement.
• Collaborate with Customer Lifestage Directors, Product Leads, and Enabling Functions to ensure new ideas are well-informed and tested.
• Prioritise initiatives based on measurable benefits and strategic alignment.
• Ensure all changes meet compliance and conduct risk requirements, supporting intended customer outcomes.
• Provide strong leadership to the team, fostering capability, clarity, and engagement.

About You

• Proven experience in customer experience strategy, proposition development, and insight-led design.
• Deep understanding of Design Thinking, customer journey mapping, and market best practice.
• Proven expertise in Customer Experience- Digital
• Strong leadership skills with the ability to inspire and influence across functions.
• Commercially astute with a passion for delivering exceptional customer outcomes.
• Excellent stakeholder management and communication skills.
• Experience working in financial services or regulated environments and managing conduct risk.

Why Join Us?

You’ll be part of a purpose-driven organisation that puts customers at the heart of everything we do. We offer a collaborative culture, flexible working, and opportunities to shape the future of customer experience.