Sara Protheroe


As the leader of our Scheme and Member Services directorate, she sets our customer strategy, and is responsible for transferring new schemes to the PPF, the delivery of customer service excellence to our members, and resolving complaints. 

“Having been involved in creating the PPF, and having met members who lost pensions before we existed, I’m exceptionally proud of what we do, and committed to ensuring that we deliver outstanding customer service.”

Sara’s experience

Before being appointed as Chief Customer Officer, Sara was our Director of Strategy and Policy.

She led the development of a new vision, mission, values and strategic objectives for the organisation, as well as a new pension protection levy framework.

Sara helped the Member Services team win the 2017 Institute of Customer Service (ICS) award for Best Customer Experience. In 2018, she was a finalist in the ICS Customer Service Strategic Leader of the Year. 

In 2019, Sara won the Professional Pensions Rising Stars “Excellence in member service and communications” award, and in October 2020 was awarded an OBE for services to pensioners.

Sara holds a BA in Theology from the University of Oxford. In 2017, she completed the Oxford Strategic Leadership Programme at the Saïd Business School.