L&G to deliver better-connected experience for customers and clients with newly created Chief Customer Officer role

L&G has announced the appointment of Sarah Spooner to the newly created role of Chief Customer Officer (CCO), strengthening its commitment to delivering an outstanding and seamless experience for customers and clients across its Retail and Institutional Retirement businesses.

The new role brings together responsibility for customer and client service across both business areas for the first time. This reflects L&G’s strategy to create a better-connected, consistent experience for the 12 million Retail customers and 700,000 Institutional Retirement customers L&G supports. By aligning operations, digital capabilities, and service models across these areas, L&G will build on its already strong foundations and further enhance the quality, responsiveness, and reliability of its service.

Leading a 3,000-strong team, Sarah will be responsible for operational customer and client services, focusing on delivering the best possible experience and collaborating with L&G’s expert teams to build operational infrastructure and models that place customers first. She brings more than 15 years of experience in customer service and strategy with organisations such as Vodafone and, most recently, Three UK, where she led customer strategy across all channels.

L&G is building on its industry-leading credentials and above average Institute of Customer Service scores. The Retail business is working with Microsoft to deliver an AI-powered platform to enhance interactions for customers and colleagues, while in Institutional Retirement, the business is delivering a multiyear, multimillion pound programme to strengthen its service proposition and the technology underpinning it, including a new customer and member portal by 2027.