Student Loans Company
Director of Customer Strategy
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Director of Customer Strategy
£95,000 – 110,000 + Excellent Benefits
As a government-owned, non-profit organisation, Student Loans Company (SLC) plays a central role in supporting the higher and further education sectors by making timely and accurate Maintenance Loan payments to learners and Tuition Fee Loan payments to education providers.
Supporting more than 2 million students annually, serving 9.7 million customers and managing a loan book of £294bn, SLC helps people invest in their futures through trusted, transparent and accessible student finance services. Our purpose is to enable opportunity through the delivery of student finance, ensuring millions of people across the UK can access and benefit from further and higher education.
As we continue to transform how we serve customers and deliver better outcomes, we are recruiting for the business-critical role of Director of Customer Strategy.
About the Role
Accountable for defining and delivering SLC's enterprise-wide customer strategy, you will act as the voice of the customer across the organisation, shaping the customer proposition, journeys and experience across the full student finance lifecycle, from pre-application through to repayment.
You will play a key role in ensuring customer insight informs strategic decision-making, policy development and service design, helping to shape the future experience of millions of customers.
This includes defining target customer journeys and service standards, while leading the digital-first agenda by identifying digitisation and automation opportunities that simplify customer interactions, enhance service delivery, protect public funds and reduce fraud risk.
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We are seeking an accomplished customer, strategy, transformation or service leader with experience of delivering customer-focused change within large, complex environments. Whilst experience within government, the public sector or financial services would be advantageous, we also welcome applications from candidates who have led significant customer, digital or service transformation initiatives in other regulated or customer-centric sectors. You will be capable of operating at both a strategic and operational level, influencing across organisational boundaries and bringing together colleagues from a broad range of disciplines to deliver meaningful and measurable improvements in customer experience and organisational performance.
Combining strategic thinking, customer insight and operational leadership, you will have a proven track record of improving customer outcomes, leading organisational change and delivering sustainable improvement. You will shape and implement customer-focused strategies and transformation initiatives that deliver measurable results, working across strategy, operations, policy and technology to translate customer needs and organisational priorities into practical improvements. As a key member of the Customer Senior Leadership Team, you will bring strong relationship-building and influencing skills, supporting customer-centred decision-making across the organisation.
Key Responsibilities
- Define and deliver SLC's enterprise-wide customer strategy
- Act as the voice of the customer across the organisation
- Shape the customer proposition, journeys, and experience across the full student finance lifecycle
- Ensure customer insight informs strategic decision-making, policy development, and service design
- Define target customer journeys and service standards
- Lead the digital-first agenda by identifying digitisation and automation opportunities
- Simplify customer interactions, enhance service delivery, protect public funds, and reduce fraud risk
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Benefits
This is a rare opportunity to influence services that support millions of people across the UK, leading strategic change that enhances customer outcomes and delivers meaningful public impact. You will have the opportunity to shape the future of customer experience within one of the UK's largest and most significant public service organisations, helping to deliver SLC's purpose of enabling opportunity through the delivery of student finance. If you share our commitment to putting customers at the heart of everything we do and can translate ambition into action, we would welcome your application.
Location
Based in Glasgow, Darlington or Llandudno, this role offers hybrid working. The successful candidate will be expected to spend a minimum of two days per week in the office, together with occasional travel to other SLC locations as required.
How to Apply
For more information, please review the full role profile - Student Loans Company - Director of Customer Strategy below or contact Douglas Adam via douglasadam@livingstonjames.com for a confidential discussion.
SLC is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status or pregnancy and maternity.
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