Stategic Customer & Engagement Specialist

Contract Type: Permanent

Location: Alderley Park

Working Style: 50/50 hybrid

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 and Engagement Specialist within the Operations Transformation & Performance team.

Combining performance reporting, leadership support and colleague engagement, you will work closely with Customer Operations leaders and help colleagues feel informed, connected and able to contribute to shared goals.

You will coordinate reporting, leadership actions and engagement activity, helping to improve operational performance and the colleague experience.

About the role

Coordinate reporting across operational KPIs, service performance, risks, benefits and business priorities.

Produce clear packs, updates and materials for leadership meetings, performance forums and governance activity.

Coordinate actions, priorities and decision-making support for the Customer Operations Leadership Team.

Plan and deliver colleague events, workshops, listening sessions and communications.

Work with Customer Operations, Internal Communications and the People Team to turn colleague feedback into meaningful actions.

Track actions, risks, deadlines and benefits, identifying opportunities to improve reporting and ways of working.

About you

Strong planning, organisation and coordination skills, with the ability to manage competing priorities in a fast-paced environment.

Experience supporting colleague engagement, communications, events, governance or business planning.

Ability to analyse information and data and translate it into clear, meaningful updates.

Strong PowerPoint skills, with experience producing professional materials for senior stakeholders.

Excellent communication and relationship-building skills, with confidence working across different organisational levels.

Proactive, adaptable and curious, with an interest in improving customer and colleague experiences. Power BI, Tableau or operational reporting experience would be beneficial.

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 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.

We've 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. 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 across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.