Adviser Service Journey Architect

Quilter plc; Greater London; On-site; GBP 90,000 - 125,000; Full time

Benefits offered by this job

Holiday entitlement

Pension scheme

Private medical insurance

Life assurance

Income protection

Healthcare cash plan

Job summary

Quilter plc is seeking an Adviser Service Journey Lead to own and optimise the end-to-end adviser journey across digital and non-digital channels. You will lead a multidisciplinary squad, balance run and change initiatives, and ensure benefits are realised within strategy and portfolio priorities.

You will oversee performance, risk, and opportunities, driving continuous improvement and capacity creation to enhance adviser productivity and client outcomes within a modernised, journey-led

Responsibilities

• Own the end-to-end performance and continuous improvement of the assigned adviser service journey across digital and non-digital channels, propositions, platforms, processes and teams.
• Act as the business owner and optimiser of the assigned journey, continually improving customer and adviser outcomes, removing friction, creating capacity and enhancing commercial performance.
• Oversee the operational processes within the journey, ensuring they are effective, scalable and aligned to agreed journey outcomes, while formal operational management accountabilities remain with the relevant business functions.
• Own both the day-to-day performance (run) and transformation (change) of the assigned journey, balancing immediate service needs with longer-term modernisation and improvement.
• Maintain a clear view of performance, pain points, risks, controls, dependencies, hand-offs and improvement opportunities.
• Develop and deliver the journey improvement roadmap within the strategic direction and portfolio priorities set by the Director.
• Act as the recognised point of accountability for the assigned journey.
• Own and maintain the journey backlog, translating agreed outcomes, insight, operational evidence, regulatory requirements and commercial priorities into deliverable activity.
• Translate agreed Targets & Measures into one integrated run-and-change backlog, with clear ownership for improving performance over time.
• Prioritise activity within the agreed backlog and delegated authority, balancing immediate service needs with sustainable improvement.
• Lead delivery of agreed improvements and ensure changes are embedded with clear ownership, measures and benefit tracking.
• Recommend investment priorities and develop evidence-based business cases to support portfolio decisions led by the Director.

Job description

Quilter plc is seeking an Adviser Service Journey Lead to own and optimise the end-to-end adviser journey across digital and non-digital channels. You will lead a multidisciplinary squad, balance run and change initiatives, and ensure benefits are realised within strategy and portfolio priorities.

You will oversee performance, risk, and opportunities, driving continuous improvement and capacity creation to enhance adviser productivity and client outcomes within a modernised, journey-led