Please note we only accept online applications. Role Overview We are looking for a Head of Product (B2B), a newly created role, to own and deliver our B2B platform, services and propositions that deliver value to our customers. As the UK's largest workplace pension, you will have ownership of our B2B product domain ensuring that our employer customers and third party connectors can navigate and manage their pension schemes with ease. As the Head of Product you will manage a team of Product Owners, Business Analysts and UX & UI designers to deliver needs (the WHAT) from our B2B Proposition team and ensure we embed the Brand into our overall customer experience and product offering. The team is supported by a Service Design team who are there to ensure we create consistency of our experience across our touch points and support the work in both Member and B2B product teams. If you have experience of running a product team or product office and you are looking for a new opportunity to build and grow a team, we would love to hear from you. This is an incredibly exciting time to join Nest, with the launch of our new brand and shift towards being Product led, putting the customer first. This team has a huge potential to grow and deliver value where it matters. The minimum criteria for this role are: Extensive experience in a product management role in pensions or similarly regulated environment. Strong understanding of product ownership, digital transformation and regulation. Proven ability to lead cross functional teams including design, product and technology. Experience working in an Agile environment with a user centric approach. Knows the difference of and application of a product led vs project led mindset. Commercially astute and able to show examples of business models, budget management. Experience of design tools such as Figma, Adobe XD, Mira etc with design teams. Experience of product management tools - Jira, Trello or similar for backlog and sprint management. Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget. Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role. Flexible and agile working Everyone's personal situation is different. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required) reduce or vary working hours reduce or vary the days worked work compressed hours job share Click here to see the benefits we offer at Nest. For more information about our recruitment process click here. Directorate/Department Overview Nest is the UK's largest workplace pension scheme with over £50bn in assets under management and over 12 million customers. Our strategy has started an exciting transformation journey for Nest to continue to deliver and grow our business. As part of this transformation, the Customer Experience team has been created to own and transform our existing products and launch new products that our customers love to use and trust. The wider Experience team includes Brand & Marketing, Propositions and our Customer Experience team who collectively have responsibility for leading the Experience for our customers. The Customer Experience team creates user focused experiences by combining product ownership, design thinking, and business insight. We're responsible for shaping the experience across all customer groups: members, employer providers, and distribution partners through various channels. We prioritise delivering value through continuous feedback from customers and colleagues. Prototypes and mock ups help us test ideas and refine experiences, while data guides our decisions and solution design. Product Owners lead teams in our B2B and B2C domains, prioritising features and owning the product roadmap. Our Service Design team focuses on end to end journeys, tone of voice and service interaction contributing to a cohesive experience. UX/UI designers turn insights into accessible, user friendly interfaces. Business analysts define requirements and identify opportunities to continually improve and inform our products. We focus on delivering meaningful, easy to use experiences for our members, employers, and partners driven by a product led mindset. Organisational Overview Nest is an award winning workplace pension scheme, the largest in the country. Set up by the government to give every worker in the UK somewhere to save, our first class responsible investment practice and governance are the backbone of what we do, supported by all the functions you'd expect to find in a thriving business. We're committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment. Diversity, Equity and Inclusion Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of their age, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio economic background. We also recognise the importance of diversity of thought and other forms of neurocognitive variation. Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you're applying through the scheme. We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications. Please note that this advert may close early if we receive a sufficient number of satisfactory applications. If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: .
Nov 08, 2025
Full time
Please note we only accept online applications. Role Overview We are looking for a Head of Product (B2B), a newly created role, to own and deliver our B2B platform, services and propositions that deliver value to our customers. As the UK's largest workplace pension, you will have ownership of our B2B product domain ensuring that our employer customers and third party connectors can navigate and manage their pension schemes with ease. As the Head of Product you will manage a team of Product Owners, Business Analysts and UX & UI designers to deliver needs (the WHAT) from our B2B Proposition team and ensure we embed the Brand into our overall customer experience and product offering. The team is supported by a Service Design team who are there to ensure we create consistency of our experience across our touch points and support the work in both Member and B2B product teams. If you have experience of running a product team or product office and you are looking for a new opportunity to build and grow a team, we would love to hear from you. This is an incredibly exciting time to join Nest, with the launch of our new brand and shift towards being Product led, putting the customer first. This team has a huge potential to grow and deliver value where it matters. The minimum criteria for this role are: Extensive experience in a product management role in pensions or similarly regulated environment. Strong understanding of product ownership, digital transformation and regulation. Proven ability to lead cross functional teams including design, product and technology. Experience working in an Agile environment with a user centric approach. Knows the difference of and application of a product led vs project led mindset. Commercially astute and able to show examples of business models, budget management. Experience of design tools such as Figma, Adobe XD, Mira etc with design teams. Experience of product management tools - Jira, Trello or similar for backlog and sprint management. Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget. Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role. Flexible and agile working Everyone's personal situation is different. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required) reduce or vary working hours reduce or vary the days worked work compressed hours job share Click here to see the benefits we offer at Nest. For more information about our recruitment process click here. Directorate/Department Overview Nest is the UK's largest workplace pension scheme with over £50bn in assets under management and over 12 million customers. Our strategy has started an exciting transformation journey for Nest to continue to deliver and grow our business. As part of this transformation, the Customer Experience team has been created to own and transform our existing products and launch new products that our customers love to use and trust. The wider Experience team includes Brand & Marketing, Propositions and our Customer Experience team who collectively have responsibility for leading the Experience for our customers. The Customer Experience team creates user focused experiences by combining product ownership, design thinking, and business insight. We're responsible for shaping the experience across all customer groups: members, employer providers, and distribution partners through various channels. We prioritise delivering value through continuous feedback from customers and colleagues. Prototypes and mock ups help us test ideas and refine experiences, while data guides our decisions and solution design. Product Owners lead teams in our B2B and B2C domains, prioritising features and owning the product roadmap. Our Service Design team focuses on end to end journeys, tone of voice and service interaction contributing to a cohesive experience. UX/UI designers turn insights into accessible, user friendly interfaces. Business analysts define requirements and identify opportunities to continually improve and inform our products. We focus on delivering meaningful, easy to use experiences for our members, employers, and partners driven by a product led mindset. Organisational Overview Nest is an award winning workplace pension scheme, the largest in the country. Set up by the government to give every worker in the UK somewhere to save, our first class responsible investment practice and governance are the backbone of what we do, supported by all the functions you'd expect to find in a thriving business. We're committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment. Diversity, Equity and Inclusion Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of their age, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio economic background. We also recognise the importance of diversity of thought and other forms of neurocognitive variation. Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you're applying through the scheme. We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications. Please note that this advert may close early if we receive a sufficient number of satisfactory applications. If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: .
Please note we only accept online applications. Role Overview This role is a new leadership role within the Strategy and Transformation function, and provides an opportunity to shape and mature Nest's enterprise-wide approach to transformation. Working with Directors and leaders across the organisation, they will spearhead the translation of our vision and strategy into bold, ambitious, well-shaped and well-communicated delivery plans. They will primarily do this by establishing a transformation capability within Nest which partners with delivery teams in order to ensure that: We understand how our delivery plans may need to evolve; what the pipeline of future strategic delivery could/will be We are adapting and re-prioritising, in order to best meet the needs of our strategy Working with the Director of Strategy, Performance and Planning, they will also make sure that we are consistently delivering in order to optimise our performance and adjust quickly in response to challenges and opportunities. We'd love to hear from you if you can demonstrate the following minimum criteria: Experience of the realities of portfolio planning within an ever-shifting business environment with conflicting priorities Leadership experience in a commercial, enterprise-wide context Experience of leading complex delivery in cross-functional internal and external environments Experience of building teams (either directly or indirectly, through matrix management) Strategy skills; including designing strategic frameworks, benefits realisation approaches, and actively managing strategies as they develop and mature Financial services experience would be an advantage, but not essential We are open to discussing working patterns. We welcome all internal applicants to apply for our roles, regardless of your current working pattern or hours. We will aim toaccommodateyourrequestand match your current working arrangements. Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget. Please download a full job description to find a full scope, deliverables, experience and personalattributesrequired for this role. Reward and recognition A discretionary bonus scheme Reward and recognition scheme Enhanced auto enrolled pension - your contributions start at the default 5% while ours are higher at 8%. If you up your contributions to 6% we raise ours to 9%. If you contribute 7% or more we'll contribute 10%. Income protectionscheme- is an insurance benefit that provides you with income if you cannot work due to illness or incapacity. Everyone's personal situation is different. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London)and home working(there will be anexpectationto attend the office, once - twice a week, or more, as required) reduce or vary working hours reduce or vary the days worked work compressed hours job share For more information about our recruitment processclick here Directorate/Department Overview Nest has a bold new purpose and an ambitious corporate strategy. Delivering against this strategy will require transformational thinking and action right across the organisation. The Transformation Director will build an enterprise capability which partners with delivery teams across Nest, makes sure we are bringing our strategy - and future strategies - to life. This role is a critical leadership role in our new Strategy & Transformation function. This is a globally-aware, forward-looking team of professionals who push ahead, define and embed Nest's strategy and its transformational agenda. We are multi-disciplinary. We identify and resolve strategic questions which will shape the future of Nest in fundamental ways, including questions about Nest's operating model, our relationship with Government, and our role in the UK pension market. We also own, maintain and embed a compelling, commercially successful strategy for Nest and ensure that the organisation is aligned with its goals both in terms of intent and - crucially - delivery. We are a team which sees the big picture, asks stretching questions, challenges and collaborates, and demonstrates the confidence, curiosity and leadership to ensure Nest's purpose, vision and direction are traced into all aspects of delivery at all levels. Nest has a bold new purpose and an ambitious corporate strategy. Delivering against this strategy will require transformational thinking and action right across the organisation. The Transformation Director will build an enterprise capability which partners with delivery teams across Nest, makes sure we are bringing our strategy - and future strategies - to life. This role is a critical leadership role in our new Strategy & Transformation function. This is a globally-aware, forward-looking team of professionals who push ahead, define and embed Nest's strategy and its transformational agenda. We are multi-disciplinary. We identify and resolve strategic questions which will shape the future of Nest in fundamental ways, including questions about Nest's operating model, our relationship with Government, and our role in the UK pension market. We also own, maintain and embed a compelling, commercially successful strategy for Nest and ensure that the organisation is aligned with its goals both in terms of intent and - crucially - delivery. We are a team which sees the big picture, asks stretching questions, challenges and collaborates, and demonstrates the confidence, curiosity and leadership to ensure Nest's purpose, vision and direction are traced into all aspects of delivery at all levels. We also recognise that strategy isn't formulated and delivered in a vacuum. We understand and shape our external environment and bring this insight to bear on future strategy development. Organisational Overview Nest is a great government delivery success story. Established in 2010, Nest has been a critical pillar of the government's automatic enrolment programme, with a public service obligation (PSO) to accept any employer wishing to use the scheme to discharge their automatic enrolment duties. From a standing start, we have delivered a high quality, low cost pension scheme, open to all, which has not only delivered on its mission, but helped to drive up standards and best practice across the industry. Now with over 12 million members, Nest is playing a critical role in helping people save for their retirement many of them low to moderate earners who may be saving for the first time and moving jobs frequently. Nest now occupies a place in the market as a major Master Trust, a sector that has grown following the introduction of automatic enrolment and that we believe has great potential for delivering pensions to mass market consumers for many years to come, leveraging scale to offer low cost, modernised services in the context of strong Trustee governance. To best serve our diverse customer base, it's important that Nest has an equally diverse workforce and promotes an inclusive culture. This is in line with the organisation's values and ensures that Nest is a corporation fit for the future. Diversity, Equity and Inclusion Everyone is welcome to apply for our roles, we particularly encourage applications from Black, Asian and minority ethnicity, LGBTQ+ and disabled candidates. We are determined to ensure that no applicant or employee receives less favourable treatment because of theirage, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio economic background. We also recognise the importance of diversity of thought and other forms of neurocognitive variation. Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you're applying through the scheme. We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications. Please note that this advert may close early if we receive a sufficient number of satisfactory applications. If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: .
Jul 10, 2025
Full time
Please note we only accept online applications. Role Overview This role is a new leadership role within the Strategy and Transformation function, and provides an opportunity to shape and mature Nest's enterprise-wide approach to transformation. Working with Directors and leaders across the organisation, they will spearhead the translation of our vision and strategy into bold, ambitious, well-shaped and well-communicated delivery plans. They will primarily do this by establishing a transformation capability within Nest which partners with delivery teams in order to ensure that: We understand how our delivery plans may need to evolve; what the pipeline of future strategic delivery could/will be We are adapting and re-prioritising, in order to best meet the needs of our strategy Working with the Director of Strategy, Performance and Planning, they will also make sure that we are consistently delivering in order to optimise our performance and adjust quickly in response to challenges and opportunities. We'd love to hear from you if you can demonstrate the following minimum criteria: Experience of the realities of portfolio planning within an ever-shifting business environment with conflicting priorities Leadership experience in a commercial, enterprise-wide context Experience of leading complex delivery in cross-functional internal and external environments Experience of building teams (either directly or indirectly, through matrix management) Strategy skills; including designing strategic frameworks, benefits realisation approaches, and actively managing strategies as they develop and mature Financial services experience would be an advantage, but not essential We are open to discussing working patterns. We welcome all internal applicants to apply for our roles, regardless of your current working pattern or hours. We will aim toaccommodateyourrequestand match your current working arrangements. Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget. Please download a full job description to find a full scope, deliverables, experience and personalattributesrequired for this role. Reward and recognition A discretionary bonus scheme Reward and recognition scheme Enhanced auto enrolled pension - your contributions start at the default 5% while ours are higher at 8%. If you up your contributions to 6% we raise ours to 9%. If you contribute 7% or more we'll contribute 10%. Income protectionscheme- is an insurance benefit that provides you with income if you cannot work due to illness or incapacity. Everyone's personal situation is different. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London)and home working(there will be anexpectationto attend the office, once - twice a week, or more, as required) reduce or vary working hours reduce or vary the days worked work compressed hours job share For more information about our recruitment processclick here Directorate/Department Overview Nest has a bold new purpose and an ambitious corporate strategy. Delivering against this strategy will require transformational thinking and action right across the organisation. The Transformation Director will build an enterprise capability which partners with delivery teams across Nest, makes sure we are bringing our strategy - and future strategies - to life. This role is a critical leadership role in our new Strategy & Transformation function. This is a globally-aware, forward-looking team of professionals who push ahead, define and embed Nest's strategy and its transformational agenda. We are multi-disciplinary. We identify and resolve strategic questions which will shape the future of Nest in fundamental ways, including questions about Nest's operating model, our relationship with Government, and our role in the UK pension market. We also own, maintain and embed a compelling, commercially successful strategy for Nest and ensure that the organisation is aligned with its goals both in terms of intent and - crucially - delivery. We are a team which sees the big picture, asks stretching questions, challenges and collaborates, and demonstrates the confidence, curiosity and leadership to ensure Nest's purpose, vision and direction are traced into all aspects of delivery at all levels. Nest has a bold new purpose and an ambitious corporate strategy. Delivering against this strategy will require transformational thinking and action right across the organisation. The Transformation Director will build an enterprise capability which partners with delivery teams across Nest, makes sure we are bringing our strategy - and future strategies - to life. This role is a critical leadership role in our new Strategy & Transformation function. This is a globally-aware, forward-looking team of professionals who push ahead, define and embed Nest's strategy and its transformational agenda. We are multi-disciplinary. We identify and resolve strategic questions which will shape the future of Nest in fundamental ways, including questions about Nest's operating model, our relationship with Government, and our role in the UK pension market. We also own, maintain and embed a compelling, commercially successful strategy for Nest and ensure that the organisation is aligned with its goals both in terms of intent and - crucially - delivery. We are a team which sees the big picture, asks stretching questions, challenges and collaborates, and demonstrates the confidence, curiosity and leadership to ensure Nest's purpose, vision and direction are traced into all aspects of delivery at all levels. We also recognise that strategy isn't formulated and delivered in a vacuum. We understand and shape our external environment and bring this insight to bear on future strategy development. Organisational Overview Nest is a great government delivery success story. Established in 2010, Nest has been a critical pillar of the government's automatic enrolment programme, with a public service obligation (PSO) to accept any employer wishing to use the scheme to discharge their automatic enrolment duties. From a standing start, we have delivered a high quality, low cost pension scheme, open to all, which has not only delivered on its mission, but helped to drive up standards and best practice across the industry. Now with over 12 million members, Nest is playing a critical role in helping people save for their retirement many of them low to moderate earners who may be saving for the first time and moving jobs frequently. Nest now occupies a place in the market as a major Master Trust, a sector that has grown following the introduction of automatic enrolment and that we believe has great potential for delivering pensions to mass market consumers for many years to come, leveraging scale to offer low cost, modernised services in the context of strong Trustee governance. To best serve our diverse customer base, it's important that Nest has an equally diverse workforce and promotes an inclusive culture. This is in line with the organisation's values and ensures that Nest is a corporation fit for the future. Diversity, Equity and Inclusion Everyone is welcome to apply for our roles, we particularly encourage applications from Black, Asian and minority ethnicity, LGBTQ+ and disabled candidates. We are determined to ensure that no applicant or employee receives less favourable treatment because of theirage, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio economic background. We also recognise the importance of diversity of thought and other forms of neurocognitive variation. Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you're applying through the scheme. We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications. Please note that this advert may close early if we receive a sufficient number of satisfactory applications. If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: .
The Head of In-life Growth and Retention will be responsible for leading and executing Nest's existing customer value strategy across both the Member and mass B2B customer bases. Reporting to the Member Proposition Director, this role is key to creating the strategies that encourage Nest's customers to stay and do more with it, ensuring long-term value creation for Nest and its diverse member base and B2B clients. The role involves managing a team of In-life Growth and Retention Managers. This senior leadership position is pivotal in delivering Nest's objectives around customer loyalty and growth and works closely with various stakeholders to ensure that customer experience and value remain at the heart of all activities. Accountability Leads a team of In-life Growth and Retention Managers Works collaboratively across matrix peers, including within the B2B segment Owns the end to end customer in-life growth and retention process, from discovery and ideation, to prioritisation and delivery, run and monitor, delivered via matrix working Accountable for Nest in-life growth and retention KPIs Represents Nest Member Propositions at appropriate industry forums, internal and external governance forums etc. Provides the leadership and strategy for best practice existing customer value management across Nest Leads the development and execution of customer value management strategies and tactics across both Member and B2B segments to drive retention and in-life growth, aligning to Nest's Purpose and Values Identifies Nest-specific benchmarks vs. the pensions market and other relevant service industries and agrees the goals and plans to meet / exceed them Works with data and analytics to deliver a segmented base management strategy Executes with a consistent approach of testing and learning, across multiple channels and levers Leadership & Team Management: Leads Nest on best practice for customer value management, across all the necessary disciplines (data and analytics, segmentation strategies, customer value journey optimisation) Leads and mentors a team of In-life Growth and Retention Managers, fostering a high-performance culture that creates satisfying careers as well as achieving business objectives. Ensures the team is aligned with the wider business strategy, and has the tools, resources, and support necessary to succeed Fosters a test and learn approach and matrix agile ways of working Ensures the team has great instincts for balancing commerciality vs. great customer outcomes Customer Insights & Analytics: Drive the use of customer insights and data analytics to understand customer behaviour and preferences, identifying key drivers of in-life engagement, growth and churn. Uses insights to inform strategic decisions around customer value management initiatives, ensuring they are grounded in evidence Ensures that KPIs for customer retention, growth and lifetime value are monitored, reported, and optimised Cross-functional Collaboration: Collaboratively builds a backlog of ideas and objectively score and prioritise them for delivery Collaborates with key stakeholders across all internal functions and TCS (and other relevant partners) to develop initiatives across the 'ps of marketing' that deliver improved customer life-time value and retention Lead on annual planning process for in-life growth and retention, ensuring that a 3-year (or longer) strategic plan is supported by clear, budgeted annual activities and associated benefits Own the customer value management budget, ensuring effective allocation of resources and demonstrating clear ROI on all retention and growth activities. Lead the development of business cases for customer value initiatives, ensuring they are commercially sound and aligned with Nest's strategic objectives. Regularly report on the performance of customer value initiatives, ensuring senior leadership is informed of progress, challenges, and successes. Represent growth and retention in governance forums, including the Customer Committee, Member & Employer panel etc. Customer Value Management (CVM) tools: Help Nest identify, build and deliver market leading omnichannel tools that will make its CVM function best in class Relationships and autonomy As a senior role, delivering a crucial function for Nest, the role will confidently operate with Head of peers and Directors, ExCo and Board It must work collaboratively with every part of Nest and key partners such as TCS to ensure Nest's in-life growth and retention strategy is understood and successfully delivered It will manage the achievement of KPIs and will seek and manage the appropriate budget and resources to do so As well as being an expert on Nest's customers, their behaviours and needs, the role will continue to seek external sources of best practice including working with relevant partners, industry forums, peer-to-peer opportunities and influencers Experience and technical skills Extensive experience at Head of level (or similar such as GM or Director) for customer value management or existing customer management roles, covering in-life growth and retention, ideally within Financial Services or similar regulated service industries and with bases of many millions of customers Extensive strategy development and execution skills, with ability to demonstrate previous success in transforming an organisations in-life growth and retention capabilities and performance Proven ability of influencing including to Board level, with strong communication and 'story telling' skills Strong track record of managing and delivering improved in-life growth and retention KPIs and proven ability to improve lifetime value, using a variety of levers (propositions, offers, engagement, journey improvement) to achieve this Excellent understanding of data analytics and customer segmentation, with experience using insights to drive strategy and decision-making. High comfort with in-life customer base management related tools and models such as CRM, CLV Significant and successful team leadership experience, with a demonstrated ability to hire, grow and motivate a high-performing team and strong commercial acumen and financial management skills, with experience in building business cases and managing budgets effectively. High comfort with matrix agile ways of working Personal attributes Naturally, passionate about customers and continually seeking new ways to understand and anticipate their needs Equally passionate about high performing teams and fostering continuous sources of motivation, inspiration, innovation, accountability and collaboration Strategic thinker with the ability to translate high-level objectives into actionable plans that deliver measurable outcomes. Strong communicator and influencer, able to engage and build relationships with stakeholders at all levels. Adaptable and resilient and able to manage multiple priorities effectively. Able to balance patience and tenacity when leading an organisation to create new capabilities whilst having competing priorities Happy to balance the blend of creative and commercial on a day to day basis Differentiators At Nest we do things differently. In-life growth and retention activities are not all about maximising profit - they are about making sure Members understand their personal requirements for their financial wellbeing, specifically their retirement, and are able to make informed decisions with regard to their Nest pension and the contributions they make. We are transparent and fair in all our interactions with them. We are open to discussing working patterns. We welcome all internal applicants to apply for our roles, regardless of your current working pattern or hours. We will aim to accommodate your request and match your current working arrangements. Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget. Reward and recognition A discretionary bonus scheme Reward and recognition scheme Enhanced auto enrolled pension - your contributions start at the default 5% while ours are higher at 8%. If you up your contributions to 6% we raise ours to 9%. If you contribute 7% or more we'll contribute 10%. Income protection scheme - is an insurance benefit that provides you with income if you cannot work due to illness or incapacity. Everyone's personal situation is different. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required) reduce or vary working hours reduce or vary the days worked work compressed hours job share Directorate/Department Overview The Nest Experience directorate is responsible for developing and evolving the propositions for our customers, for the service and experience that they enjoy and working with our delivery partners to ensure their data and assets are kept safe. This includes: Definition of our customer strategies Developing, maintaining and evolving our customer value propositions The brand and marketing of Nest to our customers . click apply for full job details
Feb 18, 2025
Full time
The Head of In-life Growth and Retention will be responsible for leading and executing Nest's existing customer value strategy across both the Member and mass B2B customer bases. Reporting to the Member Proposition Director, this role is key to creating the strategies that encourage Nest's customers to stay and do more with it, ensuring long-term value creation for Nest and its diverse member base and B2B clients. The role involves managing a team of In-life Growth and Retention Managers. This senior leadership position is pivotal in delivering Nest's objectives around customer loyalty and growth and works closely with various stakeholders to ensure that customer experience and value remain at the heart of all activities. Accountability Leads a team of In-life Growth and Retention Managers Works collaboratively across matrix peers, including within the B2B segment Owns the end to end customer in-life growth and retention process, from discovery and ideation, to prioritisation and delivery, run and monitor, delivered via matrix working Accountable for Nest in-life growth and retention KPIs Represents Nest Member Propositions at appropriate industry forums, internal and external governance forums etc. Provides the leadership and strategy for best practice existing customer value management across Nest Leads the development and execution of customer value management strategies and tactics across both Member and B2B segments to drive retention and in-life growth, aligning to Nest's Purpose and Values Identifies Nest-specific benchmarks vs. the pensions market and other relevant service industries and agrees the goals and plans to meet / exceed them Works with data and analytics to deliver a segmented base management strategy Executes with a consistent approach of testing and learning, across multiple channels and levers Leadership & Team Management: Leads Nest on best practice for customer value management, across all the necessary disciplines (data and analytics, segmentation strategies, customer value journey optimisation) Leads and mentors a team of In-life Growth and Retention Managers, fostering a high-performance culture that creates satisfying careers as well as achieving business objectives. Ensures the team is aligned with the wider business strategy, and has the tools, resources, and support necessary to succeed Fosters a test and learn approach and matrix agile ways of working Ensures the team has great instincts for balancing commerciality vs. great customer outcomes Customer Insights & Analytics: Drive the use of customer insights and data analytics to understand customer behaviour and preferences, identifying key drivers of in-life engagement, growth and churn. Uses insights to inform strategic decisions around customer value management initiatives, ensuring they are grounded in evidence Ensures that KPIs for customer retention, growth and lifetime value are monitored, reported, and optimised Cross-functional Collaboration: Collaboratively builds a backlog of ideas and objectively score and prioritise them for delivery Collaborates with key stakeholders across all internal functions and TCS (and other relevant partners) to develop initiatives across the 'ps of marketing' that deliver improved customer life-time value and retention Lead on annual planning process for in-life growth and retention, ensuring that a 3-year (or longer) strategic plan is supported by clear, budgeted annual activities and associated benefits Own the customer value management budget, ensuring effective allocation of resources and demonstrating clear ROI on all retention and growth activities. Lead the development of business cases for customer value initiatives, ensuring they are commercially sound and aligned with Nest's strategic objectives. Regularly report on the performance of customer value initiatives, ensuring senior leadership is informed of progress, challenges, and successes. Represent growth and retention in governance forums, including the Customer Committee, Member & Employer panel etc. Customer Value Management (CVM) tools: Help Nest identify, build and deliver market leading omnichannel tools that will make its CVM function best in class Relationships and autonomy As a senior role, delivering a crucial function for Nest, the role will confidently operate with Head of peers and Directors, ExCo and Board It must work collaboratively with every part of Nest and key partners such as TCS to ensure Nest's in-life growth and retention strategy is understood and successfully delivered It will manage the achievement of KPIs and will seek and manage the appropriate budget and resources to do so As well as being an expert on Nest's customers, their behaviours and needs, the role will continue to seek external sources of best practice including working with relevant partners, industry forums, peer-to-peer opportunities and influencers Experience and technical skills Extensive experience at Head of level (or similar such as GM or Director) for customer value management or existing customer management roles, covering in-life growth and retention, ideally within Financial Services or similar regulated service industries and with bases of many millions of customers Extensive strategy development and execution skills, with ability to demonstrate previous success in transforming an organisations in-life growth and retention capabilities and performance Proven ability of influencing including to Board level, with strong communication and 'story telling' skills Strong track record of managing and delivering improved in-life growth and retention KPIs and proven ability to improve lifetime value, using a variety of levers (propositions, offers, engagement, journey improvement) to achieve this Excellent understanding of data analytics and customer segmentation, with experience using insights to drive strategy and decision-making. High comfort with in-life customer base management related tools and models such as CRM, CLV Significant and successful team leadership experience, with a demonstrated ability to hire, grow and motivate a high-performing team and strong commercial acumen and financial management skills, with experience in building business cases and managing budgets effectively. High comfort with matrix agile ways of working Personal attributes Naturally, passionate about customers and continually seeking new ways to understand and anticipate their needs Equally passionate about high performing teams and fostering continuous sources of motivation, inspiration, innovation, accountability and collaboration Strategic thinker with the ability to translate high-level objectives into actionable plans that deliver measurable outcomes. Strong communicator and influencer, able to engage and build relationships with stakeholders at all levels. Adaptable and resilient and able to manage multiple priorities effectively. Able to balance patience and tenacity when leading an organisation to create new capabilities whilst having competing priorities Happy to balance the blend of creative and commercial on a day to day basis Differentiators At Nest we do things differently. In-life growth and retention activities are not all about maximising profit - they are about making sure Members understand their personal requirements for their financial wellbeing, specifically their retirement, and are able to make informed decisions with regard to their Nest pension and the contributions they make. We are transparent and fair in all our interactions with them. We are open to discussing working patterns. We welcome all internal applicants to apply for our roles, regardless of your current working pattern or hours. We will aim to accommodate your request and match your current working arrangements. Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget. Reward and recognition A discretionary bonus scheme Reward and recognition scheme Enhanced auto enrolled pension - your contributions start at the default 5% while ours are higher at 8%. If you up your contributions to 6% we raise ours to 9%. If you contribute 7% or more we'll contribute 10%. Income protection scheme - is an insurance benefit that provides you with income if you cannot work due to illness or incapacity. Everyone's personal situation is different. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required) reduce or vary working hours reduce or vary the days worked work compressed hours job share Directorate/Department Overview The Nest Experience directorate is responsible for developing and evolving the propositions for our customers, for the service and experience that they enjoy and working with our delivery partners to ensure their data and assets are kept safe. This includes: Definition of our customer strategies Developing, maintaining and evolving our customer value propositions The brand and marketing of Nest to our customers . click apply for full job details
We are seeking a Head of Integrated Planning to join our newly formed Brand, Marketing, Creative and Communications team. The role holder will use deep knowledge of brand, comms and marketing channel planning to develop a new integrated planning process across paid, owned, shared and earned channels, working collaboratively with others. They will ensure all elements of the plan work together to deliver greater impact. This role will be responsible for connecting the dots, harnessing insight in order to develop annual plans that bring our member and B2B marketing, brand, external comms and creative activity together in a way that ensures the total is greater than the sum of the parts. They will lead and deliver our overall reporting framework, collaborating with our DACI team to review performance and work with the relevant teams to propose in-flight pivots or improvements. They will also support the marketing operational requirements of the teams, ensuring we have clear integration with our scheme administration partner, TCS, and working in a matrix approach with relevant team members to ensure requirements are aligned and clear. They will also feed into our ongoing requirements for our future Martech stack and oversee our brand, marketing, comms and creative agency ecosystem, working with other team leads to ensure our agencies are fit for purpose and delivering excellent results. We are open to discussing working patterns. We welcome all internal applicants to apply for our roles, regardless of your current working pattern or hours. We will aim to accommodate your request and match your current working arrangements. Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget. Reward and recognition A discretionary bonus scheme Reward and recognition scheme Enhanced auto enrolled pension - your contributions start at the default 5% while ours are higher at 8%. If you up your contributions to 6% we raise ours to 9%. If you contribute 7% or more we'll contribute 10%. Income protection scheme - is an insurance benefit that provides you with income if you cannot work due to illness or incapacity. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required) reduce or vary working hours reduce or vary the days worked work compressed hours job share Directorate/Department Overview The Nest Experience directorate is responsible for developing and evolving the propositions for our customers, for the service and experience that they enjoy and working with our delivery partners to ensure their data and assets are kept safe. This includes: Definition of our customer strategies Developing, maintaining and evolving our customer value propositions The brand and marketing of Nest to our customers The design of the service experience our customers enjoy across all channels Organisational Overview Nest is an award-winning workplace pension scheme, the largest in the country. Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you'd expect to find in a thriving business. We're committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment. Diversity, Equity and Inclusion Everyone is welcome to apply for our roles and we particularly encourage applications from Black, Asian and minority ethnicity, LGBTQ+, and disabled candidates. We are determined to ensure that no applicant or employee receives less favourable treatment because of their age, belief, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, socio-economic background, sex, sexual orientation, religion or race or any other legally protected status. Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, declare that you're applying through the scheme and meet the minimum criteria for this role, we aim to invite you to an interview. However, there may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications. Please note that this advert may close early if we receive a sufficient number of satisfactory applications. If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: .
Feb 10, 2025
Full time
We are seeking a Head of Integrated Planning to join our newly formed Brand, Marketing, Creative and Communications team. The role holder will use deep knowledge of brand, comms and marketing channel planning to develop a new integrated planning process across paid, owned, shared and earned channels, working collaboratively with others. They will ensure all elements of the plan work together to deliver greater impact. This role will be responsible for connecting the dots, harnessing insight in order to develop annual plans that bring our member and B2B marketing, brand, external comms and creative activity together in a way that ensures the total is greater than the sum of the parts. They will lead and deliver our overall reporting framework, collaborating with our DACI team to review performance and work with the relevant teams to propose in-flight pivots or improvements. They will also support the marketing operational requirements of the teams, ensuring we have clear integration with our scheme administration partner, TCS, and working in a matrix approach with relevant team members to ensure requirements are aligned and clear. They will also feed into our ongoing requirements for our future Martech stack and oversee our brand, marketing, comms and creative agency ecosystem, working with other team leads to ensure our agencies are fit for purpose and delivering excellent results. We are open to discussing working patterns. We welcome all internal applicants to apply for our roles, regardless of your current working pattern or hours. We will aim to accommodate your request and match your current working arrangements. Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget. Reward and recognition A discretionary bonus scheme Reward and recognition scheme Enhanced auto enrolled pension - your contributions start at the default 5% while ours are higher at 8%. If you up your contributions to 6% we raise ours to 9%. If you contribute 7% or more we'll contribute 10%. Income protection scheme - is an insurance benefit that provides you with income if you cannot work due to illness or incapacity. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required) reduce or vary working hours reduce or vary the days worked work compressed hours job share Directorate/Department Overview The Nest Experience directorate is responsible for developing and evolving the propositions for our customers, for the service and experience that they enjoy and working with our delivery partners to ensure their data and assets are kept safe. This includes: Definition of our customer strategies Developing, maintaining and evolving our customer value propositions The brand and marketing of Nest to our customers The design of the service experience our customers enjoy across all channels Organisational Overview Nest is an award-winning workplace pension scheme, the largest in the country. Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you'd expect to find in a thriving business. We're committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment. Diversity, Equity and Inclusion Everyone is welcome to apply for our roles and we particularly encourage applications from Black, Asian and minority ethnicity, LGBTQ+, and disabled candidates. We are determined to ensure that no applicant or employee receives less favourable treatment because of their age, belief, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, socio-economic background, sex, sexual orientation, religion or race or any other legally protected status. Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, declare that you're applying through the scheme and meet the minimum criteria for this role, we aim to invite you to an interview. However, there may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications. Please note that this advert may close early if we receive a sufficient number of satisfactory applications. If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: .