Job Description
Customer Operations Service and Reporting Lead
Contract Type: Permanent
Location: Alderley Park
Working style: Hybrid 50% home/office based
To help us manage applications effectively, we reserve the right to close this vacancy early once we have received a high number of applications or identified enough suitable candidates for the next stage of the process. We encourgage you to apply as early as you can.
This is an exciting opportunity to join Royal London as a Customer Operations Service and Reporting Lead within the Customer Operations Transformation & Performance team.
Sitting at the heart of Customer Operations, you will develop a deep understanding of service performance, transformation activity and customer outcomes, translating complex information into clear and compelling reporting.
You will help ensure Customer Operations is represented consistently and credibly across senior leadership, executive committees and governance forums, supporting informed decisions and better customer outcomes.
About the role
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Own and shape the Customer Operations service narrative across reporting, governance papers and executive updates.
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Produce high-quality Board, Executive and Committee papers that support informed decision-making.
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Partner with senior stakeholders to provide insight into service performance, operational priorities and customer outcomes.
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Coordinate governance cycles, ensuring deadlines are met and information flows effectively across Customer Operations, COO and Group forums.
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Connect data, performance and customer outcomes to create clear and meaningful business narratives.
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Identify opportunities to improve reporting, governance processes and management information flows.
About you
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Experience producing senior-level reports, governance papers or executive communications.
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Strong written communication and storytelling skills, with the ability to turn complex information into clear, compelling outputs.
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Excellent planning, organisation and stakeholder management skills, with confidence operating with senior stakeholders.
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An analytical mindset and the ability to connect data, service performance and customer outcomes.
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Experience managing multiple priorities, coordinating deadlines and delivering high-quality work at pace.
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A proactive, hands-on approach, with the confidence to influence discussions and provide constructive challenge.
If you feel you’d be a great fit for Royal London but don’t meet every requirement, we’d still love to hear from you. Research shows some candidates are less likely to apply unless they meet 100% of the criteria - if you meet most requirements and are keen to learn, we encourage you to apply!
About Royal London
We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.
Our People Promise is that everyone will work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values: Empowered, Trustworthy, Collaborate and Achieve.
We offer benefits including 28 days’ annual leave in addition to bank holidays, an up to 14% employer-matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits.
Inclusion, diversity and belonging
We’re an inclusive employer. We celebrate and value different backgrounds and cultures. Our diverse people and perspectives provide a range of recognised and respected skills, whatever their background.