Legal & General (L&G) has announced the appointment of Sarah Spooner to the newly created role of Chief Customer Officer (CCO) across its Retail and Institutional Retirement businesses.
The role brings together responsibility for customer and client service across both business areas for the first time. This reflects L&G’s strategy to deliver a consistent, connected experience for its 12 million Retail and 700,000 Institutional Retirement customers. By aligning operations, digital capabilities, and service models across these areas, L&G aims to enhance the quality, responsiveness, and reliability of its service.
In her new role, Spooner will lead a team of 3,000, 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 put customers first.
She brings more than 15 years of experience in customer service and strategy. She joins L&G from Three UK, where she served as Director of Customer Service and Experience.
Prior to that, Spooner spent 12 years at Vodafone, most recently as Director Customer Experience & Transformation.
Laura Mason, CEO, Retail, L&G, said, “Customers are at the heart of everything we do. 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. 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, Institutional Retirement, L&G, added, “Sarah’s appointment emphasises an ongoing commitment to putting our customers and members first. 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 CCO will be central to this.”
Spooner commented, “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.”
