Strategic Customer & Engagement Specialist

Royal London; Alderley Edge; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

28 days annual leave

Employer pension matching (up to 14%)

Private medical insurance

Job summary

Royal London is seeking a Customer Operations and Engagement Specialist in Alderley Park with a 50/50 hybrid work model. You will coordinate reporting across KPIs and governance materials, supporting leadership meetings and action tracking to improve performance and colleague experience.

You will work closely with Customer Operations leaders, internal comms and the People Team to turn feedback into actionable improvements, plan colleague events, and deliver clear updates for senior stakeholders.

Qualifications

• Strong planning, organisation and coordination skills.
• Experience supporting colleague engagement, communications, events, governance or business planning.
• Ability to analyse information and data and translate it into clear, meaningful updates.
• Excellent communication and relationship-building skills, with confidence working across different organizational levels.
• Proactive, adaptable and curious, with interest in improving customer and colleague experiences. Power BI, Tableau or reporting experience would be beneficial.

Responsibilities

• Coordinate reporting across operational KPIs, service performance, risks, benefits and business priorities.
• Produce clear packs, updates and materials for leadership meetings and governance activity.
• Coordinate actions, priorities and decision-making support for the Customer Operations Leadership Team.
• Plan and deliver colleague events, workshops, listening sessions and communications.
• Work with Customer Operations, Internal Communications and the People Team to turn colleague feedback into meaningful actions.
• Track actions, risks, deadlines and benefits, identifying opportunities to improve reporting and ways of working.

Tools

Power BI

Tableau

PowerPoint

Job description

Contract Type: Permanent

Location: Alderley Park

Working Style: 50/50 hybrid

To help us manage applications effectively, we reserve the right to close this vacancy early once we have received a high number of applications or identified enough suitable candidates for the next stage of the process. We encourgage you to apply as early as you can.

This is an exciting opportunity to join Royal London as a Customer Operations and Engagement Specialist within the Operations Transformation & Performance team.

Combining performance reporting, leadershipsupportand colleague engagement, you will work closely with Customer Operations leaders and help colleagues feel informed,connectedand able to contribute to shared goals.

You will coordinate reporting, leadershipactionsand engagement activity, helping to improve operational performance and the colleague experience.

About the role

• Coordinate reporting across operational KPIs, service performance, risks,benefitsand business priorities.

• Produce clear packs, updates and materials for leadership meetings, performanceforumsand governance activity.

• Coordinate actions,prioritiesand decision-making support for the Customer Operations Leadership Team.

• Plan and deliver colleague events, workshops, listeningsessionsand communications.

• Work with Customer Operations, InternalCommunicationsand the People Team to turn colleague feedback into meaningful actions.

• Track actions, risks,deadlinesand benefits,identifyingopportunities to improve reporting and ways of working.

About you

• Strong planning,organisationand coordination skills, with the ability to manage competing priorities in a fast-paced environment.

• Experience supporting colleague engagement, communications, events,governanceor business planning.

• Ability to analyse information and data and translate it into clear, meaningful updates.

• Strong PowerPoint skills, with experience producing professional materials for senior stakeholders.

• Excellent communication and relationship-building skills, with confidence working across different organisational levels.

• Proactive,adaptableand curious, with an interest in improving customer and colleague experiences. Power BI,Tableauor operational reporting experience would be beneficial.

If you feel you'd be a great fit for Royal London but don't meet every requirement, we'd still love to hear from you. Research shows some candidates are less likely to apply unless they meet 100% of the criteria - if you meet most requirements and are keen to learn, we encourage you to apply!

About Royal London

We'rethe UK's largest mutual life,pensionsand investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible,enjoyableand fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We'vealways been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits.

Inclusion, diversity and belonging

We'rean Inclusive employer. We celebrate and valuedifferent backgroundsand cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.