Customer Support

• Leading teams of high performing colleagues (Model Offices) driving better customer outcomes and operational efficiency across the business areas (e.g. General Insurance, Retirement, etc)
• Leading teams of high-performing colleagues within IP&I, each already making significant strides in optimising how we serve our customers.
• Playing a key role within the Customer Services ( 'CS' ) leadership team, actively collaborating to shape and deliver our broader strategic objectives.
• Leading teams in identifying and prioritising opportunities to enhance and reimagine both customer and colleague journeys, driving meaningful and sustainable improvements.
• Working closely with business SMEs, change managers, product owners, and engineering teams to drive and influence operational optimisation.
• Facilitating workshops, walkthroughs, and demonstrations to ensure alignment across all collaborators and maintain a clear view of the broader IP&I business landscape.
• Playing a pivotal role in shaping and implementing solutions to revolutionise how we serve our customers, driving effectiveness through close collaboration with supporting platform teams.
• At the forefront of bold experimentation, exploring and testing new ways of working to transform how we serve our customers, fostering a culture of innovation and continuous learning.
• Ensuring robust documentation and audit trails for all test-and-learn activities, regularly updating the leadership team on Model Office progress and outcomes, and upholding compliance with governance, risk, and quality standards in everything we do.

Senior Manager, Customer Services Model Office

Senior Manager – Customer Services Major Initiatives

Head of Customer Service Excellence – Operational Optimisation