Chief Customer Officer

LegalAndGeneral; Greater London; On-site; GBP 150,000 - 200,000; Full time

Job summary

A leading financial services firm in Greater London is seeking a Chief Customer Officer to lead a 3000-person operational customer services team. This role involves driving customer-centric operations, shaping strategies, and fostering innovation, especially through technology. The ideal candidate will have extensive leadership experience in transforming business divisions and a strong focus on customer engagement. This position offers numerous benefits including a performance-related bonus plan and generous pension contributions.

Benefits

Performance-related bonus plan

Generous pension contribution

Life assurance

Healthcare plan

At least 30 days holiday

Flexible working options

Electric car scheme

Discounts on company products

Qualifications

• Proven track record of transforming business divisions for cultural and commercial outcomes.
• Experience in driving strategic and technology transformation at large scale.
• Outstanding leadership with ability to implement long-term strategic plans.

Responsibilities

• Lead customer-centric operations and drive technological innovation.
• Define divisional strategies and craft tech transformation plans.
• Build high-performing teams and maximize performance through strong leadership.

Skills

Transformation leadership

Strategic planning

Customer focus

Agile methodologies

Interpersonal skills

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

• Champion customer centricity by building operations infrastructure, operating models and innovation that put customers first and unlock opportunities at key life stages. Create strong internal and external partnerships to adopt best practices and benchmark against industry standards.
• Drive impact by defining divisional strategies, shaping future business architecture and crafting bold tech and transformation plans for Operations to enable our ambitions for growth with the customer always at the heart.
• Boost operational efficiency by finding smarter ways to streamline processes without compromising quality, controls or customer experience. Inject agility into tech and transformation models to fuel divisional growth.
• Build culture and transform ways of working by driving engagement, collaboration, innovation and continuous improvement. Navigate a matrix structure and manage stakeholders to deliver on strategy.
• Drive and embed digital transformation within Operations, leading agile programmes, sparking innovation and putting digital at the core. Partner with Retail & IR Technology teams to ensure governance and deliver customer and commercial wins.
• Own governance, oversee IT transformation and operational change controls while managing conduct risk effectively. Provide oversight ensuring people, processes, systems and controls are aligned to prioritise customer interests and deliver positive outcomes.
• Develop high‑performing teams and maximise performance through strong leadership and engagement.

Qualifications

• An experienced executive leader with a track record of transforming business divisions to deliver cultural and commercial outcomes while driving customer‑first and digital‑first strategies and embedding agile ways of working.
• Proven experience 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 building strong working relationships and partnerships.
• Outstanding interpersonal skills with the ability to engage a diverse audience—from presenting and influencing at board level to building relationships across 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 in.
• 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.

Benefits

• Opportunity to participate in our annual performance‑related bonus plan and valuable share schemes.
• Generous pension contribution and company car allowance.
• Life assurance.
• Healthcare plan (permanent employees only).
• At least 30 days holiday plus public holidays, with the option to buy and sell holiday.
• Competitive family leave.
• Participation in our electric‑car scheme, allowing employees to hire a brand‑new electric car through tax‑efficient salary sacrifice (permanent employees only).
• Discounts on our own products and at a range of high street stores and online.
• Redesigned workspaces in 2023, offering great spaces to connect, collaborate and focus on wellbeing.

Additional Information

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, you’ll be empowered through initiatives supporting career development and excellence.

We care passionately about outcomes rather than attendance and are therefore open to discussing flexible working options—including part‑time, term‑time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests where possible.

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.

Remote Work: No

Employment Type: Full‑time