Head of Experience & Engagement Strategy

Contract type: Permanent
Location:London Alderley Park
Working style: Hybrid 50% home/office based
Closing date: 5th July

Were looking for a strategic and customer-focused leader to shape the future of engagement at Royal London. As Head of Engagement Experience and Strategy youll define the target state for our engagement experience build the roadmap and capabilities needed to deliver it and help embed a more connected digital-first approach across the business. You will drive the transition from campaign-led activity to alwayson lifecycledriven engagement underpinned by data automation and next best action decisioning .

This is a high-impact leadership role with accountability for engagement strategy journey design optimisation and team capability. Youll also play a key role in embedding agile ways of working strengthening marketing automation and CRM capability and demonstrating how personalised contextual engagement can drive better customer and commercial outcomes.

This role is central to Royal Londons ambition to become an insight-led digitally enabled mutualdeepening customer relationships and improving financial resilience through more relevant personalised engagement

• Shape and lead Royal Londons engagement strategy defining a clear target state and roadmap for a connected digital-first customer experience.
• Own and evolve the end-to-end customer engagement framework across the lifecycle (acquisition onboarding deepening and retention) ensuring clear objectives outcomes and measurement at each stage.
• Lead the shift from campaign-led activity to alwayson trigger-based engagement increasing the use of automated journeys driven by customer behaviour events and needs.
• Design and optimise customer engagement journeys that deepen relationships support key customer outcomes and align with our brand.
• Develop insight-led personalised engagement capabilities including segmentation next best action and decisioning approaches that enable right message right time engagement.
• Embed a consistent engagement framework (including segmentation contact strategy offers next best action and measurement) to deliver scalable outcome-led engagement across all audiences.
• Define and track clear engagement and commercial KPIs (e.g. adoption retention conversion and value) using insight to continuously optimise performance and demonstrate ROI.
• Partner with senior stakeholders across marketing digital data and customer teams to influence direction and drive delivery.
• Build team capability and help embed agile customer-centric ways of working including shaping a more joined-up squad-based operating model.

• Proven experience shaping a customer lifecycle management engagement or customer experience vision and building support across a complex organisation.
• Strong knowledge of direct marketing customer strategy CRM marketing automation and the wider marketing technology landscape.
• A track record of designing and delivering journey-led automated communications that improve customer outcomes.
• Experience delivering large-scale transformationfrom campaign-led to lifecycle or always-on engagement models.
• Strong understanding of customer contact strategy including governance frequency and channel orchestration.
• Experience working in a regulated environment balancing customer experience with compliance and controls.
• Experience leading strategic change embedding agile ways of working and building high-performing teams.
• Strong commercial judgement with the ability to use data and insight to inform decisions and prioritisation.
• An inclusive collaborative leadership style with the ability to influence senior stakeholders and develop high-performing teams.

Were the UKs largest mutual life pensions and investment company offering protection long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive responsible enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered Trustworthy Collaborate Achieve.

Weve always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays an up to 14% employer matching pension scheme and private medical insurance.

Were an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected whatever their background.