A strategic and highly autonomous new role created to develop and implement the Legal and General Customer Experience ‘blueprint’ across the Group.

A brand new role created to develop, agree and communicate the strategy and design of the Legal and General Customer Experience ‘blueprint’; to meet agreed business objectives and ensure the evaluation and reporting of progress across the Group. 

• Defines strategic direction, synthesising customer and operational data and market insights into a clear customer experience ambition. Leads the strategic thinking around customer experience priorities, shaping the work required to fill capability gaps across priority end to end journeys that delivery key brand ‘moments of truth’
• Sets targets for customer outcomes in collaboration with the Businesses and Customer Strategies within the Businesses, ensuring that all Businesses understand their role in working towards a consistent customer experience delivered through the agreed principles and pillars
• Works closely with the Businesses to understanding existing plans and determine key gaps versus the defined ambition.  Provides leadership and consultancy to agree implications for each area.  Develops key networks of customer experience contacts across the business.
• Provides regular updates for key stakeholder groups on performance against agreed KPIs against the shared Customer Experience pillars.  Provides commentary and insights to current performance, issues and opportunities
• Designs and communicates the Group Customer Experience proposition framework in collaboration with business leads. Coaches business to work towards common customer experience outcomes. Represents Customer Experience at a Group level on key steering groups for major proposition launches, changes in business strategy, new channels etc
• Provides subject matter expertise to the Businesses working key stakeholders to ensure common customer experience outcomes through matrix ways of working
• Define, develop and deliver a strategy to ensure that communications are clear and fair, set reasonable expectations are appropriately targeted and adhere to Legal & General’s Customer Experience and TCF policy 
• Develops and champions customer experience tools and processes, setting best practice and joined up approaches from across the Businesses (includes holistic view of customer journey mapping and personas). Ensures that TCF is applied and upheld in customer experience.

Skills & Knowledge:

• In-depth specialist understanding of building winning customer experience strategies and journey frameworks, with the ability to define, articulate and influence people to adopt best practice. This experience will ideally be within a the Financial Services sector or an equivalent, regulated industry. 
• Advance understanding and experience of best practice methods of customer experience design, measurement and reporting including the development of customer journeys, frameworks and metrics to demonstrate effectiveness at both a Division and aggregated Group level. 
• Excellent communication skills, both oral and written, include business cases, ‘whitepapers and proposals to persuade stakeholders of all levels across the business.   An engaging, clear and highly confident presentation style
• Commercial mind set and the ability to consider customer needs and business goals in the development of strategies
• Ability to lead by example, demonstrating clear ability that encourages others to collaborate and share ideas and results
• Ability to readily work across complex organisational structures in order to achieve a joined up approach
• Must enjoy working with other teams and individuals that have no structural connection to the function – being a ‘people person’ is essential for this role
• Strong Customer Experience design ability is more critical than FS experience although this would be useful in navigating the organisation and level of governance

Qualifications:

• Degree level qualification or equivalent in a business, retail or marketing related studies or relevant experience.

• CCXP qualification is desirable. 

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 30 days' holiday, private medical insurance, performance related bonuses, discounts at both a huge range of high street stores and our own great products, as well as a 12% car allowance scheme, your hard work will be rewarded when you join us.

For more information please contact Daf Rees, Resourcing Business Partner at daf.rees@landg.com. Please note I can't accept CV's directly. Please click the apply option to submit your applicaiton.