A bit about the role: Operational management of the contact centre, overseeing the effective delivery of customer complaint handling, resolution, and support for customers who may be experiencing financial difficulties.
We have an opportunity for a 12 month Fixed Term Contract for a Functional Design Lead to make significant improvements to our customer journeys and scheme solution capabilities to support and achieve Nest's business objectives.
This role will be accountable for ensuring that the human centred design, including of the customer facing business services and the underpinning capabilities, meets the functional requirements set out in the contract and meet the needs of our customers.
In this leadership role you will be responsible for working with the service provider of our scheme administration service to ensure that the business service design, including the underpinning capabilities.
To do this, we conduct rigorous, cutting-edge research, working collaboratively with industry and academic partners to understand the needs and behaviours of the new generation of savers created by the UK's pensions auto enrolment system.
We also consider how self-employed workers and others at risk of missing out on pension saving can be brought in.
Nest Insight's mission is to find ways to support people to be financially secure, both today and into retirement.