Retirement Proposition Manager

NEST Corporation ,
London, Greater London
More Details
Job Type: Full-time
Salary: £60,000 per annum

Overview

This is a permanent position based in our Canary Wharf office, London . The role is with a salary of up to £65,000 per year plus benefits. Nest is an equal opportunity employer. We encourage applicants from all the nine protected characteristics. The Customer Engagement directorate brings together teams that are responsible for setting the strategy and defining NEST’s proposition for different customer segments, delivering product and service changes that improve our customers’ experience, and designing and delivering a targeted customer engagement approach, integrated marketing campaigns and activity to support NEST’s objectives. There are two core customer experience teams: one for Employers & Intermediaries, and one for Members. Each is headed by a Director who owns the end to end customer experience across all our delivery channels for their respective customer group. These teams set the proposition and strategies for delivering changes to our product, online experience (both public area website (PAW), transactional area website (TAW) and online help centres) and work with colleagues in Service Delivery to agree the servicing model and standards (which is then overseen day to day by the Service Delivery department). The teams also set the marketing strategies and objectives for their customer groups, and, working with the Marketing Creative Services team, implement tactical integrated marketing plans. As part of the shift to focus on the customer experience the Employer and Intermediary team also includes our Business Development and Account Management function. This has a direct presence in the large employer and intermediary market and seeks new business opportunities and strategically manages our key employer and trading accounts to defend retention risks and seize new opportunities for growing the use of NEST. These two customer experience teams are supported by specialist teams that then provide the expertise and delivery capacity to: provide customer and market insight, providing an evidence base to inform our proposition development and then support the A/B testing of new elements provide inputs to the detailed design for product/process and journey changes , working closely with product design team and TCS and collaboratively delivering those changes to the required quality and specifications. plan and execute marketing campaigns and events - producing collateral in house or through agencies that is in line with our brand strategy implement improved digital technology and tools and deploy updates to the PAW and issue marketing emails. Delivering the customer experience is the largest part of the Directorate and has around 55-60 staff. It also oversees significant budgets, for product change, research, marketing campaigns, propositional development and digital improvements. As a result, we have a strong focus on ensuring there are robust business cases for changes, and that we set and monitor KPIs to ensure we achieve business objectives and value for money. The teams work closely with colleagues throughout NEST Corporation and its work has direct and tangible impacts on the key interactions our customers have with the NEST scheme on a daily basis. The role holder will have the following responsibilities: Working with key stakeholders across NEST, and looking outside of NEST, to identify and evolve the retirement options available to Nest members over time. Identifying what changes will therefore be required to the product and proposition over time to continuously satisfy customer needs and member improve outcomes. Defining the functional requirements which will deliver these changes Working with wider stakeholder in NEST to agree a delivery plan. Own the Nest retirement proposition, including monitoring & managing the performance of the retirement options, defining and improving the experience of the target customer segment using both product & process change and better communication. Monitor the regulatory changes in the retirement area, always assess the impact on Nest and trigger suitable changes to ensure regulatory compliance. Experience and technical skills The employee will be able to demonstrate the following experience and technical skills: Deep experience of occupational DC pension scheme design and administration, and of delivering significant product and propositional change in a consumer-focussed financial services environment Significant experience of developing and understanding of retirement options within the DC pensions market Proven leadership and people management expertise Excellent analytical skills with a proven ability to critically analyse issues, consider options and develop recommendations based on solid reasoning Project management experience of major change in the financial services sector Experience of working with a third-party supplier or other relevant contract management experience Closing date for applications: Monday 9th March 2020

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