Description We have an incredible opportunity to join us here at Phoenix Group as a Head of Performance & Insights to join our Customer Office team. Job Type: Permanent Location: This role could be based in either Edinburgh, London, Birmingham or Telford on a hybrid basis with time spent in the office and at home. Flexible working: All of 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 Phoenix Flex here. Closing Date : 6th March Salary: Up to £100k dependent upon experience, plus an indicative bonus range of 30%-60%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more. Recruiter: Amanda Foskett Who are we? We want to be the best place that any of our 6,600 colleagues have ever worked. We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet. The role You will be responsible for managing the execution of the customer strategy against key metrics, overseeing a governance framework to ensure the safe and effective operation of the Customer function and delivering customer insight and research services. You will be a key player in fostering a customer first culture and enabling the Customer Office to meet and exceed expectations through strategic insight, planning and execution. You will manage execution of the established Customer Office strategy and drive plan, measuring performance against a range of customer, commercial and financial metrics along with managing alignment of these plans to the three key pillars of ‘we connect’, ‘we create possibilities’ and ‘we change’ on an ongoing basis and be required to demonstrate the value of strategic delivery to a range of senior stakeholders. A critical component will be providing a holistic view on performance, representing data from across the Customer Office and ensuring clear linkage with the Business Unit and Group scorecards which are managed through the Head of the Executive Office. A large part of the role, you will be responsible for delivering customer research and insight services to Pensions and Savings to ensure the voice of the customer is central to strategy and execution. This includes the management of a newly combined research and insight function, including Voice of the Customer, digital metrics and customer needs and behaviours. This will be a centre of excellence for customer insight, delivering skills, capabilities and expertise in strategic projects and within multi-functional squads. What We’re Looking For A track record of working with financial and customer metrics, translating them into information which the business can effectively use Have expertise with reporting toolsets to help automate data collection and analysis, including PowerBi along with strong project management and organisational skills Experience in understanding and analysing customer, commercial and financial metrics and translate into actionable change A strong communicator, being able to narrate complex data and insights into content that makes sense to the rest of the business including senior management Experience in embedding planning and implementing governance process to both keep the business safe as well as enable decision making Ideally have knowledge of Financial Services including Pensions 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. Please note that we reserve the right to remove adverts earlier than the advertised closing date. We encourage you to apply at the earliest opportunity. Find out more about LifeAtPhoenix Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us LI-AF1 LI-HYBRID