Legal & General has appointed Sarah Spooner to a newly created chief customer officer role as it looks to deliver a more consistent experience across its retail and institutional retirement businesses.
The position brings together responsibility for customer and client service across both divisions for the first time, reflecting the firm’s strategy to create a more joined-up approach for its 12 million retail customers and 700,000 institutional retirement customers.
Spooner (pictured) will lead a team of around 3,000 staff, overseeing operational customer and client services, with a focus on improving service delivery and aligning digital and operational capabilities across the group.
She joins with more than 15 years’ experience in customer strategy and service, having previously held roles at Vodafone and Three UK, where she led customer strategy across multiple channels.
The move comes as L&G continues to invest in its service infrastructure. Within its retail arm, the business is working with Microsoft on an AI-powered platform aimed at improving interactions for both customers and colleagues.
Meanwhile, its institutional retirement division is progressing a multi-year investment programme to strengthen its service proposition and underlying technology, including the planned launch of a new customer and member portal by 2027.
STRATEGIC ALIGNMENT
Laura Mason, chief executive, retail at L&G, said: “Customers are at the heart of everything we do.
“The creation of this role not only reflects our commitment to our customers but also illustrates our effort to create a more joined up and connected experience across our Retail and Institutional Retirement business strategies.
“We look forward to welcoming Sarah to the team with every confidence she will strengthen our ongoing dedication to customers and clients.”
Gareth Mee, chief executive, institutional retirement at L&G, added: “Sarah’s appointment emphasises an ongoing commitment to putting our customers and members first.
“It also underlines our understanding that strong customer experiences are inherently connected to business growth.
“L&G’s Institutional Retirement business supports pension schemes in delivering their promises to savers and Sarah’s role as CCO will be central to this.”
Spooner said: “I’ve spent my entire career working to deliver the best possible experiences and outcomes for customers.
“I’m excited to be working with L&G’s team of experts to champion its community of over 12 million Retail customers and 700,000 institutional customers.
“As a provider that safeguards people’s financial futures, customer experience is absolutely critical, and I look forward to ensuring that they get the experience and support they need and deserve.”
