Smart Pension

General

• Define and lead the research and insights objectives , aligned with business growth strategy and the evolving regulatory landscape
• Partner with leadership and business functions (eg marketing, proposition, policy) to understand, prioritise, and translate strategic questions into insight and analytical requirements.
• Establish a clear framework for insight generation, analytics and market research directly inform business decisions and measurable outcomes.
• Provide recommendations to support compelling product proposition development, customer engagement, retirement outcomes, and competitive positioning.
• Ensure a strong commercial focus through the new Value for Money requirements, while providing strategic guidance based on actionable insights, performance metrics, and emerging trends.
• Oversee the development of dashboards and reporting metrics (AUM, contributions, churn, retirement outcomes)
• Lead competitor and market analysis and recommendation, identifying commercial impact, opportunities and risks
• Represent Smart proposition in response to RFIs to position within market
• Combine research and data to drive insights to support customer acquisition, AUM growth, and contribution rates
• Foster a data driven culture across the business area
• Oversee reporting aligned with regulatory and client requirements

Head of Research and Insights

Project Manager

• Set direction for and oversee all elements of project delivery with a track against the business case for change.
• Develop and maintain project plans, risk registers, and governance documentation.
• Work closely with stakeholders to understand business requirements and secure buy-in.
• Coordinate cross-functional teams including business, IT, operations, and external suppliers.
• Lead change management activities to support adoption of new processes or systems.
• Monitor project progress and provide regular status updates to senior leadership.
• Identify, assess, and mitigate project risks and issues.
• Ensure compliance with organizational policies, regulatory requirements, and project governance standards.
• Measure and report project benefits and outcomes after implementation.
• Contribute to delivery of UAT, procedural changes and instruction to third parties as required.
• Provide regular updates on project status with early warning on emerging issues.
• Use general knowledge of regulatory and legal requirements.

Business Analyst

• Champion the vision for the emerging operating model in design and implementation of automation, driving efficiency and focus human resources on high value customer touchpoints.
• Develop a deep working knowledge of the technology systems and tooling with view to onward ownership of future development beyond ‘go live’.
• Challenge the status quo by identifying inefficiencies, unnecessary practices, and manual processes, and redesigning them using digital first principles to manage demand more effectively.
• Lead the implementation of automation and AI tooling, including workflow automation.
• Optimise customer demand management, ensuring queries and transactions are routed through the most effective channels (self-service, digital, assisted support).
• Achieve improved SLAs with significant reduction in manual processing and operational inefficiencies through increased adoption of digital and self-service channels by customers.
• Use data and insights to continuously refine processes, improve service levels, and reduce operational costs.
• Collaborate cross functionally with operations, technology, data, compliance, and customer experience teams to deliver solutions and shape.
• Act as the voice of the customer and the business, ensuring solutions deliver measurable value and improved outcomes.
• Drive adoption and cultural change, embedding new ways of working and ensuring teams are equipped to succeed in a digitally enabled environment.
• Monitor performance and success metrics, using KPIs and analytics to track efficiency gains, customer satisfaction, and demand reduction.

Head of Research and Insights

Project Manager

Senior Business Analyst – Ops Transformation