Principal Journey Owner (Head of Operations)
Multiple UK locations available with some travel required to Peterborough/Basingstoke
Here at Diligenta, we are proud to be a market leader and the single largest provider of outsourced third-party administration services to the UK Life & Pensions industry. Our 10,000 employees service 7 of the most renown financial services companies in the UK along with their combined 18 million customers (nearly 1 in 4 of the UK population). We impact peoples' lives every day, be it helping pay for a loved ones funeral or providing someone with their pension funds for a happy retirement. In fact, we pay out close to £1.3 Billion every month to customers we serve.
Established in 2005, Diligenta has a consistent track record of delivering operational transformation to the Life and Pensions industry, differentiating ourselves in the market by being a truly technology led business with the support of our parent company TCS. We help our clients move away from aging technology systems and onto our modern digital platform. We have been very successful in that way, more than tripling our business over the last 5 years.
Our aim is to be acknowledged as the 'best in-class', platform-based, Life and Pensions Administration Service provider, transforming our client’s operations and supporting the launch of new products and propositions by utilising our industry leading platform and digital capabilities.
We are seeking a highly experienced Principal Customer Journey Manager (Head of Operations level). This is a pivotal leadership role which will be accountable for the end to end performance of a number of different Customer Journeys within a large client account comprising of c.1100 FTE providing the service for c.3.5m policies.
This includes oversight of all aspects of operational and customer experience / service delivery, risk and controls management and leadership of resource capability. To own the strategic value proposition for their Customer Journey verticals and make tactical decisions required to drive strategic level change, such as the Digital Operating Model.
With a team of c.200, the role will lead and manage all operational aspects of a portfolio of Customer Journeys and liaise with the Client at a senior level. This is an impactful role that will have a meaningful positive influence across the organisation and client policy holders.
The successful candidate will be an exceptional senior operational leader with a successful background owning, transforming, and evolving a portfolio of customer journeys including numerous back-office capabilities across a complex Business Process Outsourcing or Financial Services provider. Exceptional people leadership skills and the ability to drive cross functional change is important
Knowledge of the Life & Pensions industry would be advantageous.
For further information, please reach out to John Rainsbury – John.Rainsbury@sandersonplc.com