Assessing member experience in pensions

We applied our CX framework to assess and improve the experience for members of a pension scheme

The challenge

Our client is one of the largest principal private pension schemes for universities & other higher education institutions in the UK. The organisation was traditionally “policy focused” and senior management recognised a need to be more “member focused”, to improve the overall experience delivered to scheme members.

A “Member Experience” team was created to achieve this objective, but the team was relatively inexperienced and needed support in getting the right capabilities in place to actively manage and improve the member experience.

Our approach

We applied our CX assessment framework to quickly understand the strengths and weaknesses in our client’s ability to manage and improve experiences. This involved interviewing staff, reviewing key internal documents and running workshops to build a common understanding across the business.

We then worked closely with senior stakeholders to share best practice and agree on the desired end-state they wished to reach. A plan to bridge the gaps between the current and future states was then produced, and PEN was asked to work with the Member Experience team to start implementing key changes.

Over several months, we helped our client to define a set of member experience principles, establish an approach to mapping member journeys, set-up an experience measurement and governance framework, and develop processes for continuously improving the experience.

The outcome

The outcomes of our engagement were:

  1. Consensus around what the current experience management capabilities look like and what the desired end-state should be

  2. A plan to bridge the gaps between the current and end states, which would lead to more controlled and improved delivery of the member experience

  3. Confidence amongst senior management that there are robust processes in place for fixing “pain points” in the member experience and acting on member feedback

  4. Better ways of working across teams to monitor the member experience and take coordinated improvement actions

  5. Transferred knowledge and skills to Member Experience team members to help them work more effectively and independently

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