Head of Customer Delivery

Standard Life plc; Birmingham; On-site; GBP 132,000 - 162,000; Full time

Job summary

Standard Life plc in the UK is seeking a seasoned leader to turn the Customer Office’s ambitions into a focused programme of change. You will oversee the transformation agenda, creating structure, pace and visibility to move priorities from strategy through to measurable outcomes, working with senior leaders to shape a portfolio of strategic projects.

This role blends transformation leadership with operational excellence.

Qualifications

• Experience leading complex transformation portfolios
• Delivering high-priority strategic projects
• Governance for portfolio, programme and project work
• Influence senior stakeholders to drive change

Responsibilities

• Translate strategy into a focused change programme
• Oversee the transformation agenda, governance and visibility
• Ensure delivery remains on track with senior leaders
• Support alignment of the Customer Office with governance structures
• Foster a culture of delivery and continuous improvement

Skills

Transformation leadership

Strategic project delivery

Portfolio management

Operational leadership

Stakeholder leadership

Collaborative leadership

Job description

Job Description

Job Type: Permanent

Location and flexible working: Edinburgh, Birmingham or London. All our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about flexible working here

Salary: Up to £147,000 dependent upon experience plus an indicative bonus range of 30% to 60%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, income protection, 3x volunteering days and much more

Closing Date: 9th November

Who are we?

We’re Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone’s journey to and through retirement can be better, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.

Life today is increasingly complicated, uncertain and unpredictable. People move through different careers, face unexpected moments and navigate important choices. We offer our colleagues flexibility, trust and benefits that work for whatever life brings. In return we expect curiosity, connection, accountability and high standards. We make room for what matters - so you can bring your best, every day.

The role

You will turn the Customer Office’s ambitions into a focused programme of change, aligned to Pension and Savings exciting new strategy. You will oversee the transformation agenda, creating the structure, pace and visibility needed to move priorities from strategy through to measurable outcomes. Working closely with senior leaders and teams across the organisation, you will shape and oversee a portfolio of strategic projects, align resources and dependencies, and ensure that delivery remains on track.

This is a broad, influential role combining transformation leadership with operational excellence. You will establish proportionate governance, provide clear reporting and insight of the change portfolio, and help teams identify and resolve risks, issues and barriers. You will also support the Chief Customer Officer to ensure the Customer Office aligns proactively with governance structures, through effective planning and decision-making.

You will bring people together around shared outcomes, introduce consistency without unnecessary bureaucracy, and build a strong delivery culture. The result will be a Customer Office that can execute change confidently, demonstrate impact and continually improve the experience it provides to customers.

What We’re Looking For

• Significant experience of leading complex transformation portfolios or enterprise-wide change, translating strategy into clear plans, milestones and measurable outcomes
• Strong track record of delivering multiple high-priority strategic projects in a complex organisation, balancing pace, quality, cost and interdependencies
• Excellent portfolio, programme and project management capability, including governance, prioritisation, resource planning, risk management and benefits realisation
• Strong operational leadership skills, with experience of establishing effective planning, performance reporting, decision-making and continuous-improvement routines
• Highly credible stakeholder leadership and communication skills, with the ability to influence senior colleagues, build alignment and constructively challenge where required
• Collaborative, pragmatic and outcomes-focused leadership style, with sound judgement, resilience and the ability to create clarity in ambiguity

We Want To Hire The Whole Version Of You.

We’re committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds.

Find Out More About Working At Standard Life

Guide for Candidates: standardlifeplc.pagetiger.com/guideforcandidates

Find or get answers from our colleagues: www.standardlifeplc.com/careers/talk-to-us