Position Overview:
The Chief Technology and Operating Officer (CTOO) position is a critical new role, reporting to the CEO and member of The Executive Committee (ExCo). The CTOO will play a pivotal role in delivering Nest’s new corporate strategy, taking enterprise-wide responsibility for leading on technology and data strategy, change delivery and the critical TCS relationship.
The CTOO will be responsible for harnessing technology and data to underpin and drive Nest’s ambitious growth as a digital pensions market leader and one of the biggest, most influential, financial services providers in the UK.
This role demands a strategic and collaborative leader, capable of building strong relationships with key internal stakeholders and external delivery partners. The CTOO will bring strong industry knowledge and technical expertise and identify innovative technological solutions to deliver the right service and experience to millions of members supporting the delivery of Nest’s ambitious strategy.
Business Unit overview
The CTOO has a critical role as a member of the Executive committee in leading Nest to achieve its mission and values, shaping enterprise wide corporate, technology and data strategies, and taking ownership of the operational delivery of the customer experience through TCS while driving delivery of change activity across Nest.
The role
As the Chief Technology and Operating Officer (CTOO), you will be responsible for overseeing the delivery of the customer experience with a particular focus on technology, data management & analytics, continuous improvement and the delivery of change.
The CTOO is a new, pivotal role for Nest in enabling the strategic direction of the business, ensuring that our foundation of technology and data capabilities align with the evolving needs of the pension scheme, our members, and the broader regulatory landscape.
The CTOO will develop and drive a data-driven culture, leveraging the huge data opportunities Nest has available to maximise its value and ultimately deliver the best possible service to Nest’s customers.
The Nest scheme is delivered in partnership with TCS (Tata Consultancy Services) on a long-term basis. The CTOO will lead and own the relationship with TCS to ensure Nest’s strategic objectives along with the operational delivery of the customer experience.
The role will also include coverage of data and systems across the Nest investment function, and will lead and emphasise Data Analytics, driving value from the use of Nest data.
The CTOO will also drive technology strategy for Nest, ensuring we have the right systems and expertise to underpin a member centric and data driven organisation.
Scope
Technology & Data Strategy:
- Lead the transformation of technology and data management practices to ensure alignment with a customer centric, data led organisation and regulatory requirements.
- Make best use of advanced data analytics to inform the design and execution of an outcome based, data-driven strategy that enhances decision-making, member insights, and operational efficiencies to ultimately enhance the customer outcomes
- Ensure that the technology and data architecture support the scalability and sustainability of Nest’s operations to support growth.
Digital Transformation:
- Champion the adoption of digital tools, platforms, and automation technologies to enhance both member-facing services and internal processes.
- Collaborate with strategic partners to ensure systems and technologies are modern, secure, and capable of supporting the pension fund’s operations now and in the future.
- Implement innovative solutions that drive operational agility, leveraging advanced analytics and AI where appropriate.
Service Delivery:
- Strategic and operational responsibility for the TCS relationship.
- Ensure Nest provides a fully integrated service, working with our TCS colleagues to deliver a best-in-class customer experience in conjunction with the Chief Customer Officer.
- Provide effective and robust commercial management of the outsourced scheme provider.
- Embrace the opportunities offered by data and new technology to personalise the customer experience and make engagement easy and valuable, leading to excellent member outcomes and best in class customer satisfaction.
- Ensure the operational delivery of the member and customer experience is maintained and continuously enhanced, keeping pace with modern technology and customer expectations.
- Ensure a proportionate, robust controls environment is maintained and that the Nest Scheme is compliant with regulatory requirements.
Change Delivery:
- Lead and direct the overall delivery of change programmes within Nest
- Oversee the change delivery function, ensuring that NEST maintains mature and effective project, programme and portfolio management controls and reporting.
Facilities Management:
- Lead and direct the overall delivery of Facilities Management at Nest, working to ensure our office facilities are aligned with our transforming organisation, keeping our services relevant and responsive to changing business needs.
- Oversee effective health and safety, disaster recovery and crisis management arrangements.
Governance & Risk Management:
- Ensure compliance with all relevant industry regulations, including data protection laws (e.g., GDPR), financial regulations, and operational standards.
- Lead risk management efforts, identifying and mitigating operational risks related to technology, data and cyber security and overall business continuity.
- Oversee the development of appropriate governance structures around data and technology to ensure that information is accurate, secure, and appropriately used.
Member-Centric Approach:
- Work closely with the customer experience teams to leverage technology and data insights to improve member engagement and satisfaction.
- Ensure that operational processes are designed with the customer experience in mind, striving to consistently deliver market leading service levels.
Team Leadership and Development:
- Build and lead high-performing teams, fostering a culture of innovation, collaboration, and continuous improvement.
- Identify talent gaps and promote professional development to ensure the team remains equipped to meet the organization’s evolving needs.
- Manage a diverse team across operations, technology, and data functions, inspiring a unified approach to achieving organizational goals.
Relationships and autonomy
Contribute as a senior organisational leader and member of our Executive Team, working closely with senior leadership and colleagues across Nest to deliver a robust operational framework that enhances business performance, improves customer experience, and drives innovation within the organization. You will lead cross-functional teams to implement cutting-edge technology solutions with our delivery partners TCS and leverage data to optimize operations and decision-making.
Build strong relationships with members of the Executive Committee and across the broader colleague base.
Build strong relationships with key strategic suppliers and stakeholders, taking the lead where significant opportunities or issues require the most senior intervention.
Build strong relationships with the Board and Chair with appropriate, regular reporting.
Grade Descriptor
ExCo
- Alongside the CEO leads the organisation to achieve its vision and strategic priorities.
- Leads a key Business Unit or Operating function of the organisation and is a member of the Executive Committee.
- Establishes and implements strategy for the Business Unit or operating function.
- Contributes to the organisation’s whole strategy.