Pension Service

Transforming Pension Administration to optimise member experience and engagement

As a recognised leader in delivering digital transformation, we harmonise people, process and technology to help our clients provide high quality and efficient pension services, with a focus on improving the member and employer experience. By optimising the use of digital technologies, we help members engage with their pension service, allowing them to make fully informed decisions to support their retirement goals.

We directly administer pension schemes for over 1.4 million members in the UK and provide a range of pension and retirement consulting services to clients in the UK and across Europe.

1.4 million members
£4.5 billion in member payments each year
Strong Expertise in the Defined Benefits (DB) sector
Global leader in finance software solutions

Pension services that empower members and employers whilst reducing cost and complexity.

For Members: Providing services that are engaging, easy to use and informative:

Empowering members with access to their information, statements and scenario planning to aid retirement planning
Embedding financial well-being to help members make the right decisions at the right times, so they can plan and prioritise effectively across their financial life
Providing support services through a variety of channels to support members needs

For Pension Administrators: Reducing administrative burden by improving efficiency.

Advising organisations on the appropriate delivery model, achieving service quality while maintaining value for money
Ensuring the service is fully compliant with regulatory standards, with the agility to meet changes in requirements
Providing consultancy and tools to assess service performance and gain insights to inform continual improvements to the service

For Employers: Reducing the cost and complexity of pension provision.

With a focus on secure data management and reporting, employers have full access to their management information to enable them to plan effectively
Ensuring the service operates efficiently, improves engagement and reduces the burden of servicing members
Providing peace of mind to employers with a pension service that meets regulatory standards, focused on improving the user experience to meet the needs of both members and employers

Pensions Centre of Excellence

Our Pensions Centre of Excellence provides the framework from which we support our clients in both the private and public sector. Our consultancy services include service strategy support, design, planning and implementation to deliver best in class user experience and address regulatory compliance. Managed service functions provide services and operations where clients have trusted us to provide their pension administration on their behalf to their members. Our managed service offerings draw upon our consulting capability to support service design, transformation and ongoing service optimisation.

Client stories

Creating an online pension drawdown journey for Hargreaves Lansdown

Our centre of excellence utilises the specialist capability that exists in our CX practice called cxpartners. The resources and capability within cxpartners are focused on user centred design, transforming organisations, services, and products by making them more customer centric.

Hargreaves Lansdown needed to create an online pension drawdown journey from scratch and engaged with cxpartners. A user-centred design revealed how to help investors make informed, complicated decisions with confidence. The resulting new online pension drawdown journey is delivering better outcomes for clients and Hargreaves Lansdown.

Read the client story here