Head of Stakeholder Engagement, London, Permanent
At Pay.UK, we're transforming how we engage with stakeholders across the retail payments ecosystem (including payment service providers, other payments firms, and end users), so we're in need of a strategic leader to make it happen. Reporting to the Chief Policy and Engagement Officer, you'll join the leadership team to deliver clear, consistent messaging and actionable insights that guide Board and Executive decisions. You'll own strategic engagement, build a robust control framework, and align messaging across the organisation. With a refinement in Pay.UK's remit, this is an opportunity to reset how we engage, build confidence and help Pay.UK be invaluable to our stakeholders. Working closely with senior leaders, including the Chair, CEO, and ExCo - you'll ensure Pay.UK speaks with one voice and facilitates industry dialogue on key initiatives.
Key Accountabilities: - Own and deliver Pay.UK's strategy and plan for how we engage with our stakeholders – including the participants in our payment systems, the broader payments industry and representatives of end-users - tracking effectiveness and impact with regards to building and maintaining stakeholder confidence
- Be the trusted and authoritative voice in the organisation to ensure stakeholder views are fully embedded in everything we do, that we identify proactively how to maximise our value back to stakeholders, and that we have clear messages for stakeholders about how their input has shaped what we do and why
- Lead and inspire the Stakeholder Engagement Team to work across the business to deliver against Pay.UK's engagement principles and substantially build stakeholder confidence in Pay.UK. Build capability through recruitment, development, providing stretching objectives, and succession planning
To achieve the above, you will lead your team to:
- Maintain a clear view of the stakeholder landscape and future opportunities and challenges
- Cultivate meaningful partnerships and establish credibility with senior stakeholders
- Provide regular analysis and reporting to inform ExCo and Board decisions, and ensure stakeholder feedback is acted upon across the business
- Implement a matrix management approach with agreed RACI across directorates
- Oversee strategic external forums, including advisory councils and bilateral engagements
- Manage and optimise the upgraded CRM system for effective stakeholder engagement
- Measure engagement and advocacy levels, and deliver action plans to improve sentiment
Qualification, Skills and Experience:
- Degree or master's level qualification (or equivalent experience) in a relevant discipline
- Significant senior leadership experience in stakeholder engagement within a regulated UK environment
- Demonstrated ability to manage complex stakeholder relationships and lead teams responsible for external engagement.
- Knowledge of risk management across complex ecosystems
- Ability to switch between strategic thinking and practical implementation on wide-ranging issues
- Effective communication and presentation skills—clear, concise, and engaging
- Project management skills, including planning, risk management, and governance; formal qualification would be advantageous (Prince2, MSP)
- Demonstrated ability to inspire and lead multi-disciplinary teams and external specialists.
- Advanced analytical capability with evidence-based decision-making; able to assess complex issues quickly and handle unexpected occurrences
- Skilled in navigating a lively and shifting environment while utilising an inventive and realistic method for resolving issues.
At Pay.UK, we value diversity and inclusivity. Research has shown that candidates from underrepresented groups may hesitate to apply unless they meet all the requirements listed. We encourage all qualified candidates to apply, regardless of how closely their skills and experience match the requirements. We are committed to supporting accessibility needs and creating a welcoming environment for all employees. Become part of our team and contribute to the creation of an inclusive work environment that values everyone's unique input.
Who we are
Pay.UK maintains and develops the UK retail payment systems and standards that are core to the economy being able to function on a day-to-day basis.
From Bacs to Faster Payments and cheques – we act as the single operator for all UK retail payments. We put the needs of consumers and businesses at the heart of everything we do, working in the public interest to ensure that the systems the country relies on for its banking transactions are safe, open, innovative and resilient.
Our payment systems underpin the services that enable funds to be transferred between people and institutions. In 2024, the UK's retail payment systems processed 11 billion transactions worth over £10 trillion through Bacs Direct Credit, Direct Debit, Faster Payments, and cheques, and our Current Account Switch Service has facilitated over 9 million switches since it's launch in 2013.
Every day, individuals and businesses use the services we provide to get their salaries, pay their bills and make online and mobile banking payments. Our vision for the future is to enable a vibrant economy, with Pay.UK delivering the best-in-class payment infrastructure and standards for the benefit of consumers and businesses nationwide.
Benefits & Additional Information
- 12% Non-contributory pension
- Discretionary annual bonus
- 30 days annual leave (excluding bank holidays)
- Private medical insurance, life assurance, income protection, health cash plan, dental insurance, Bupa medicals etc
- Employee assistance programme
- Cycle to Work Scheme
- Season ticket loan
- Annual fitness subsidy of up to £500 per annum
- Working from home policy - minimum 40% in the office (eg. 2 days in the office over a 5 day working week)
Please note:
- Some of our benefits are only available to colleagues upon successful completion of the probationary period.
