Rob Hughes

Head of Customer Experience

Rob is our Head of Customer Experience, and has 10 years experience in the pension’s industry. He has been at Railpen for 4.5 years, and has a wealth of experience in proposition, change, strategy and customer improvement roles.

Rob has previously worked on a number of private and public sector pension schemes, including Teachers’ Pensions and the Civil Service Pension Scheme, and works with a range of industry peers to share best practice.

Rob and his team represent the voice of the member in Railpen, gathering rich customer insights to help shape service improvements. Rob is also responsible for our digital proposition and all member-facing content.

Particularly important has been the development of our content standards, a framework that has helped us transform our communications and content making them clearer and more meaningful, leading to better member outcomes. The teams work to improve the member experience culminated in two industry, most recently in 2022.