Richard M. Senior Project Manager

Hi there!  This is a really interesting question!

Based on where AI is now, how we are implementing it in Standard Life, and our company & client focused culture, I think all of the job roles we have now will still be available.

The main difference is that the administrative tasks will largely be performed by AI, allowing our staff to focus on the "value add" activities, specifically, helping and engaging our customers as best we can, in a way that suits them to ensure they get the best possible outcomes.

While a lot of companies have went down the AI first route, particularly in relation to customer service and engagement, I see this being unlikely at at Standard Life, as we are a customer & people centric business.

Because of the complexities of pensions, as well as the broad and diverse range of our customers, we will need to maintain a human connection.  People generally want to speak to people, especially if they have a complex question or need assistance.

Similarly, people want to know that they can interact with a person that understands them, their needs and their circumstances.  AI and AI chat bots can be great for basic questions and administrative tasks, but people want to know they can speak to a flesh and blood person too.

Similarly, our customers want to know that there are people driving the business and making the important decisions, as our business exists to help people live the best retirement possible.

At the moment our focus in the AI space is more on making our business as efficient as possible, to allow us to focus more time on our customers and partners.  Less time spent on admin means more time for customer service and engagement.

Will the roles and the requirements/duties change over time, absolutely.  But will people still be taking the lead with our customers?  Also, absolutely, yes.

AI is an assistive technology, not a people replacement.

28 July, 2026 13:28