Customer Strategist in London/Hybrid - National Employment Savings Trust (NEST)

London/Hybrid

£65,000 - £85,000 (Dependent on Experience)

Permanent

Not Specified

37.5 Working Hours - (Flexible)

06 Feb 2025

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Customer Strategist

Role Overview

The role will support the continual development of Nest’s Customer Strategy covering our three key customer groups; members, employers and third parties (including Nest Connectors, payroll software providers, advisers and benefit providers).

Accountability

Accountable to the B2B and Member Proposition Directors for reviewing Nest’s customer strategy to ensure it remains relevant to our key customer groups and corporate objectives, across all key levers (channels, product mix, pricing etc.)
Analysing internal and external market data to interpret the potential impacts upon Nest’s customer strategy
Reviewing data on competitor propositions and undertaking gap analysis on Nest’s strategic intent
Performing future scenarios analysis on the UK pension market and relevant adjacent markets to support provision of ‘house views’ on the potential impacts of market movements
Leading on specific one-off customer strategy topics that impact either or both segments
Liaising with Strategy, Policy and Nest Insight colleagues to ensure Customer strategy requirements are reflected
Interacting with wider industry thought leadership groups and events to ensure maintenance of knowledge and awareness
Working with the wider NX and Nest corporation teams to convert strategies into actionable plans
Leads strategic preparation for annual planning process, ensuring each plan is resilient for future success

Deliverables

Maintenance and updating of Nest’s Customer Strategy
House views on Nest competitors and markets
Scenario analysis for UK pension market and relevant adjacent markets
Strategic view on topical one-offs
Strategy input to annual business plans
Liaison with Strategy, Policy and Nest Insight colleagues

Relationships and autonomy

The role will report to Director of B2B Propositions though will also have a dotted line accountability to the Director of Member Propositions. Will be expected to work closely across NX and wider Nest teams and would expect to be comfortable interacting with and influencing Heads of and Directors.

Experience and technical skills

Proven experience of analysing customer trend data and generating customer strategies
Ability to lead and motivate indirect reports and have gravitas in the subject
Work with the existing research and commission additional areas as and when required
Knowledge and experience of applying of strategic frameworks, tools and techniques to structure analysis
Experience of influencing senior stakeholders to adopt new or adapted strategies
Knowledge of appropriate customer segments – members, employers and third parties
Experience of Pensions sector or similar / adjacent preferred ideally including existing network of established contacts across the sector

Personal attributes

Proven ability to build effective relationships with both internal and external stakeholders at all levels, and influence outcomes
Very strong written and verbal communication skills
Confident in presenting at board level
Comfortable with change and shifting priorities

A genuine enthusiasm for playing a critical role in enabling Nest to deliver on its customer strategies and deliver for our target market.

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.

Please download a full job description to find a full scope, deliverables, experience and personal attributes required 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 protection scheme – is an insurance benefit that provides you with income if you cannot work due to illness or incapacity.

Click here to see the benefits we offer at Nest.

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

For more information about our recruitment process click here

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

Working with our partner, TCS, to deliver a service that delights our customers and keeps their data and assets safe

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, 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.

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 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: [email protected].

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