Role Overview
In this role, you’ll lead how Nest understands and improves the quality of service delivered to millions of members through our outsourced operations. You’ll sit at the heart of how we assure customer outcomes – combining insight from quality reviews, customer feedback, complaints and operational data to form a clear, evidence‑based view of performance.
Day-to-day, you’ll be working across teams and with our third‑party partner to challenge performance, identify where things are going wrong, and drive meaningful improvement. This includes leading deep‑dive reviews into customer journeys, shaping how we measure service quality, and ensuring that actions taken genuinely improve outcomes for members.
You’ll play a key role in major change and product releases, providing assurance before new services go live and assessing how they perform in reality. You’ll also be responsible for building a high‑performing service quality function – coaching your team, improving consistency of approach, and strengthening how we use data and insight.
This is a highly visible role, working closely with Customer Experience, Service Delivery, Risk and senior stakeholders, where your ability to translate complex insight into clear direction will directly shape how Nest delivers for its members.
Qualifications
Minimum criteria for this role are:
- Proven experience leading quality assurance, audit, control testing or service review activity in a complex service environment.
- Experience designing or evolving quality frameworks, scorecards, review methodologies or assurance approaches that support consistent and credible oversight.
- Strong analytical capability, with the ability to interpret multiple sources of quality, operational and customer insight, identify patterns and root causes, and form balanced, evidence‑based conclusions.
- Experience producing clear reporting and commentary for senior stakeholders, including translating detailed findings into practical implications and recommendations.
- Experience working with operational leaders and third‑party partners to address service risks, improve controls and strengthen customer outcomes.
- Experience leading or developing specialist assurance resource, including setting direction, m anaging performance and supporting capability growth.
- Experience in pensions, financial services, complaints handling or another regulated environment would be beneficial.
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)
Directorate/Department Overview
The Services and Solutions (SaS) directorate brings together Nest’s operational delivery, technology, data, and change capabilities to deliver resilient, member‑focused services at scale. SaS has accountability for the end‑to‑end running of Nest’s services, including oversight of customers and scheme operations delivered with strategic partners, along with the design and delivery of change that supports Nest’s long‑term strategy.
The directorate provides enterprise‑wide leadership across operational delivery,technologyand data, working closely with internal teams and external partners to strengthen resilience, assurance, and continuous improvement while ensuring services remain compliant, efficient, and focused on good member outcomes.
SAPE (Scheme Administration and Process Execution) is one of two teams within Scheme Operations that sits within SaS and is responsible for managing key retained operational processes (such as Stage 2 disputes) and also for assuring the quality of service delivered by Nest’s third‑party administrator.
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 , disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio economic background.
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 a disability, please declare that you’re applying through the scheme.
We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications.
Please note that this advert may close early if we receive a sufficient number of satisfactory applications.
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