Channel Strategy Lead

Not Specified

Are you an experienced Channel Strategy Lead looking for you next Fixed Term Contract? How would you like to work for one of the UKs largest private pension schemes, in the top 50 worldwide?

Our mission is to be the pension service of choice for the higher education sector for the long-term. We are looking for a Channel Strategy Lead on a 12-month Fixed Term Contract, based at the Liver Building, Liverpool. This is a strategic role helping the business to achieve a shift in its business model, exploiting new technology it has invested in to improve member experience and outcomes.

Key responsibilities
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.

Person Specification


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

To be considered for this role, apply now via submission of your CV and a member of our dedicated in-house recruitment team will be in touch.

As an equal opportunities employer, should you require any reasonable adjustments to be made as part of the application process please contact us directly.

Omni RMS is acting as an employment business in relation to this vacancy

Employment Type Contract

Advertiser Type Agency