Head of Customer Delivery

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 are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
We’re reviewing applications as they come in, so apply early to avoid missing out.

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

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