Provides personalized financial guidance and customer relationship management through phone and digital channels. Conducts initial and coaching calls, identifies advice opportunities, supports customers through digital journeys, gathers information for advice delivery, and manages ongoing client relationships. Uses technology to improve customer experiences, tests new tools, supports financial wellbeing propositions, generates referrals, and leads service improvements while maintaining regulated financial-services standards and ongoing professional development.

Lead a cross-functional product team to define, build and optimise digital propositions (Property Wealth or Connected Help). Use research and data to prioritise outcome-focused backlogs, align stakeholders, ensure regulatory compliance, and deliver iterative product improvements that improve customer understanding and retirement planning outcomes.