Director of Customer Strategy

Student Loans Company; Glasgow; Hybride; GBP 120 000 - 150 000; Plein temps

Résumé du poste

Student Loans Company seeks a Director of Customer Strategy to own and deliver our enterprise-wide customer strategy across the student finance lifecycle, from pre-application to repayment. You will be the voice of the customer, shaping journeys, service standards and the overall customer proposition while leading digital-first initiatives that improve outcomes and protect public funds.

You will operate across strategy, operations, policy and technology, collaborating with diverse teams to

Responsabilités

• Lead and shape the enterprise-wide customer strategy for the Student Loans Company across the full lifecycle from pre-application to repayment.
• Define target customer journeys and service standards to improve experience and outcomes.
• Drive digitisation, automation and a digital-first agenda to simplify interactions and reduce risk.
• Influence policy, service design and strategic decisions with customer insight across the organisation.
• Lead a broad set of stakeholders to deliver measurable improvements in customer experience and organisational performance.

Description du poste

As a government-owned, non-profit organisation, Student Loans Company (SLC) plays a central role in supporting the higher and further education sectors by making timely and accurate Maintenance Loan payments to learners and Tuition Fee Loan payments to education providers.

Supporting more than 2 million students annually, serving 9.7 million customers and managing a loan book of £294bn, SLC helps people invest in their futures through trusted, transparent and accessible student finance services. Our purpose is to enable opportunity through the delivery of student finance, ensuring millions of people across the UK can access and benefit from further and higher education.

As we continue to transform how we serve customers and deliver better outcomes, we are recruiting for the business-critical role of Director of Customer Strategy.

Accountable for defining and delivering SLC's enterprise-wide customer strategy, you will act as the voice of the customer across the organisation, shaping the customer proposition, journeys and experience across the full student finance lifecycle, from pre-application through to repayment.

You will play a key role in ensuring customer insight informs strategic decision-making, policy development and service design, helping to shape the future experience of millions of customers

This includes defining target customer journeys and service standards, while leading the digital-first agenda by identifying digitisation and automation opportunities that simplify customer interactions, enhance service delivery, protect public funds and reduce fraud risk.

We are seeking an accomplished customer, strategy, transformation or service leader with experience of delivering customer-focused change within large, complex environments. Whilst experience within government, the public sector or financial services would be advantageous, we also welcome applications from candidates who have led significant customer, digital or service transformation initiatives in other regulated or customer-centric sectors. You will be capable of operating at both a strategic and operational level, influencing across organisational boundaries and bringing together colleagues from a broad range of disciplines to deliver meaningful and measurable improvements in customer experience and organisational performance.

Combining strategic thinking, customer insight and operational leadership, you will have a proven track record of improving customer outcomes, leading organisational change and delivering sustainable improvement. You will shape and implement customer-focused strategies and transformation initiatives that deliver measurable results, working across strategy, operations, policy and technology to translate customer needs and organisational priorities into practical improvements. As a key member of the Customer Senior Leadership Team, you will bring strong relationship-building and influencing skills, supporting customer-centred decision-making across the organisation.

This is a rare opportunity to influence services that support millions of people across the UK, leading strategic change that enhances customer outcomes and delivers meaningful public impact. You will have the opportunity to shape the future of customer experience within one of the UK's largest and most significant public service organisations, helping to deliver SLC's purpose of enabling opportunity through the delivery of student finance. If you share our commitment to putting customers at the heart of everything we do and can translate ambition into action, we would welcome your application.

Based in Glasgow, Darlington or Llandudno, this role offers hybrid working. The successful candidate will be expected to spend a minimum of two days per week in the office, together with occasional travel to other SLC locations as required.

SLC is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status or pregnancy and maternity.