Standard Life plc
Head of Digital & CRM
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Description
We have an incredible opportunity to join us here at Standard Life as Head of Digital and CRM, part of our Digital & Information Office team within Pensions & Savings.
Job Type: Permanent
Location: Birmingham, London, Telford, and Edinburgh. Hybrid working
Flexible working: All 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 flexible working here.
Closing Date: 03/09/26
Salary and benefits: From £110,000 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.
Who are we?
We’re Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone’s journey to and through retirement can be better, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.
Life today is increasingly complicated, uncertain, and unpredictable. People move through different careers, face unexpected moments, and navigate important choices. We offer our colleagues flexibility, trust, and benefits that work for whatever life brings. In return, we expect curiosity, connection, accountability, and high standards. We make room for what matters - so you can bring your best, every day.
The role
Are you ready to shape the future of customer engagement for one of the UK’s most recognised pensions and savings brands?
As Head of Digital & CRM at Standard Life, you will lead the digital and CRM vision that helps us become the UK’s leading dedicated Pensions & Savings provider. This is a senior, high-impact leadership role within the Digital & Information Office, working at the centre of our customer-led transformation.
Our ambition is to make Standard Life feel more personal, effortless, and joined up across the moments that matter. You will shape how we bring together customer insight, CRM, digital journeys, data, decisioning, identity, contact centre, marketing automation, and omni-channel service to improve outcomes for customers, advisers, employers, and colleagues.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
You will define the strategy, own the roadmap, and build the capability needed to deliver connected, data-led, and personalised experiences at scale across web, mobile, messaging, voice, adviser, employer, and colleague channels.
This is an outward-facing role as much as an internal delivery role. You will help senior stakeholders, governance forums, boards, and prospective Workplace clients understand how better digital engagement improves customer outcomes, strengthens retention, supports growth, reduces cost-to-serve, and differentiates Standard Life in the market.
You will also lead the evolution from channel-based digital ownership to omni-channel journey ownership, including building a strong Product Owner practice with clear ownership of outcomes, roadmaps, backlogs, and value delivery.
The right person will bring strategic vision, commercial judgement, and strong delivery leadership. They will be comfortable operating at executive level, inspiring multi-disciplinary teams, and turning a compelling vision into a credible, measurable roadmap.
Key Responsibilities
- Own and evolve the digital and CRM strategy for Standard Life, aligned to the Pensions & Savings strategy and focused on customer engagement, retention, growth, service transformation, and lower cost-to-serve.
- Define and lead the roadmap for connected customer experiences across digital, CRM, voice, messaging, adviser, employer, and colleague channels.
- Build a strong Product Owner practice with clear journey ownership, disciplined prioritisation, measurable outcomes, and effective value delivery.
- Work across Customer Office, Proposition, Workplace, Distribution, Operations, Data, Architecture, Engineering, Risk, Compliance, and strategic partners to turn business outcomes into deliverable capabilities.
- Champion customer data, personalisation, next-best-action, journey orchestration, and AI-enabled engagement to improve customer and commercial outcomes.
- Engage senior stakeholders, governance forums, boards, and prospective clients so the value of digital, CRM, and omni-channel transformation is clearly understood.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
What are we looking for?
Strategic digital, CRM, and product leadership
- You will have proven experience leading digital, CRM, customer engagement, or product strategy in a complex customer-led organisation, with the ability to translate strategy into a clear, prioritised, and measurable roadmap.
Customer and omni-channel mindset
- You will understand how to create joined-up, personalised, and accessible experiences across digital and assisted channels, using customer insight, data, and service design to improve outcomes.
Commercial and outcome focus
- You will be able to connect investment decisions to customer value, commercial value, operational efficiency, risk, cost, and delivery confidence.
Senior stakeholder influence
- You will be a confident storyteller who can simplify complexity, build alignment, and sell the value of digital, CRM, and omni-channel transformation with executives, boards, governance forums, partners, and prospective clients.
Regulated environment and transformation judgement
- You will bring sound judgement in balancing innovation with trust, resilience, accessibility, conduct, data privacy, and regulatory expectations. Experience in financial services, pensions, savings, insurance, wealth, or another regulated sector would be highly valuable.
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.
We’re reviewing applications as they come in and may close this role before the closing date, so apply early to avoid missing out.
Find out more about working at Standard Life
Guide for Candidates: standardlifeplc.pagetiger.com/guideforcandidates
Find or get answers from our colleagues: www.standardlifeplc.com/careers/talk-to-us
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills