Channel Strategy Lead
Business Area: Pensions Strategy
Place of Work: Liverpool
Contract Type: Fixed Term Contract
Hours: Full Time
The Universities Superannuation Scheme (USS) has circa 396,000 members, and over £60 billion in assets, we’re one of the largest private pension schemes in the UK and in the top 50 worldwide. Established in 1974, we’re entrusted by over 350 higher education sector employers to manage and administer the pension scheme and its investments through our two companies, Universities Superannuation Scheme Limited and USS Investment Management Limited.
Working with Higher Education employers to build a secure financial future for our members and their families.
A strategic role helping USS to achieve a shift in its business model, exploiting new technology it has invested in to improve member experience and outcomes.
Initially this role is offered on a fixed term contract basis, and the responsibilities are tailored as such:
Design and get agreement to an ambitious 3 year channel strategy and roadmap for USS, setting out how the business will move towards an more automated, digitised operating model with personalised communications and greater self-service capabilities.
Ensure that the strategy meets the primary business aims in improving the member experience, cost efficiency, and improving the organisations capabilities.
Centred in the strategy team but with strong and supported links throughout the organisation, particularly to operations, digital, communications and member experience. It will be critical to ensure the approach knits together those areas, and reflects/challenges their existing plans as needed to deliver the business outcomes.
Manage relationships and input from across the business and ensure buy in from senior colleagues within the business through high quality engagement.
Alongside development of the strategy, support the Strategy and Digital teams in rapidly prioritising a set of improvements deliverable within a 12 month timeframe from launch of the digital MVP in July 2020.
Support the further integration of member/customer experience principles in the organisation, in part through the strategy and priority changes, but also by sharing own experience of what excellent looks like.
• Experience of working in financial services or similar regulated industries
• Strong communication skills, both verbal and written
• Ability to manage a project, from initiation to benefit realisation
• Ability to build and manage virtual teams
• Track record of initiating and/or delivering channel shifts, particularly digitisation
• Knowledge of pensions
• Omni-channel experience (telephony, CRM, paper, digital, social media etc)
• CX experience and/or accreditation
USSL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.