Senior CX Manager - Saving

Job Type: Permanent
Location and flexible working: Edinburgh. All our 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
Salary: Up to £75,000 dependent upon experience plus an indicative bonus range of 16% to 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, income protection, 3x volunteering days and much more
Closing Date: 2nd July

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
You’ll take end‑to‑end accountability for the customer experience, commercial performance and trading outcomes across Saving for Retirement. This is a senior, commercially focused role where you shape experiences and strategies that help customers build their savings, make confident decisions and see long‑term value from staying with Standard Life.

You’ll translate strategy into measurable CX outcomes, optimising journeys, propositions and engagement at key saving moments such as consolidation and growing the addressable customer base. Operating with significant autonomy and senior stakeholder exposure, you’ll drive tangible impact through focused, insight‑led experience improvement.

You’ll work closely with teams across Product, Proposition, Trading, Digital, Operations, Risk and Legal to lead the design, prioritisation and continuous optimisation of journeys and propositions. Using customer data, MI and behavioural insight, you’ll guide targeted interventions that improve growth, retention and lifetime value ahead of retirement.

You’ll provide strong governance and senior‑level challenge, ensuring delivery remains focused on what matters most for customers and the business along with representing the customer experience in senior forums, influence investment decisions and lead complex, cross‑functional initiatives that deliver better outcomes.

What we’re looking for

• Experience leading customer experience with clear commercial accountability, ideally within financial services or a regulated environment
• Proven track record of delivering measurable outcomes across growth, retention, conversion and value
• Strong customer and commercial judgement, balancing customer outcomes, trading priorities and risk expectations
• Confidence influencing senior stakeholders and operating across complex, multi‑team delivery landscapes
• An insight‑led, customer‑obsessed approach, using data to inform decisions and drive continuous optimisation

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, 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

#LI-DS1
#LI-HYBRID