L&G said the appointment and role would bring customers and clients a seamless experience across its retail and institutional retirement divisions. It will be the first time responsibility for customer and client service is shared across both divisions and forms part of the group’s strategy for a better connected and consistent approach.
This will see its operations, digital capabilities and service models aligned, and L&G will build on its existing quality, responsiveness and reliability of its service.
Spooner will lead a team of 3,000 employees and be responsible for operational customer and client services. She has more than 15 years of experience in customer service and strategy, with previous roles at Vodafone and Three UK, where she led customer strategy across all channels.
The retail business, consisting of protection and later life mortgages, is working with Microsoft to deliver an artificial intelligence (AI)-powered platform to support interactions for customers and colleagues. Across its institutional retirement division, L&G is delivering a multi-year, multimillion-pound programme to enhance its service and the technology behind it, along with the launch of a customer and member portal next year.
Laura Mason, CEO of retail at L&G, said customers were at the heart of what the company did, adding: “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.
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“We look forward to welcoming Sarah to the team with every confidence she will strengthen our ongoing dedication to customers and clients.”
Gareth Mee, CEO of institutional retirement at L&G, said Spooner’s appointment demonstrated the company’s ongoing commitment to putting customers and members first.
He added: “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 chief customer officer will be central to this.”
Spooner (pictured) 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.”
