Business Manager (Customer Experience)

abrdn; City of Edinburgh; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

Aberdeen is seeking an experienced Business Manager in Edinburgh to partner with the Chief Client Experience Officer. This permanent role coordinates strategic programmes, oversees transformation initiatives and provides executive insight, ensuring strong governance across the CX agenda.

You will translate priorities into structured plans, drive accountability and help deliver measurable improvements for clients, colleagues and the business.

Qualifications

• Significant experience in a Business Manager, Chief of Staff, project, consulting or senior operational support role.
• Proven ability to lead complex cross-functional delivery and drive actions to completion.
• Strong analytical capability with experience turning management information and root-cause insight into measurable improvement.
• Ability to influence and constructively challenge senior stakeholders within a regulated environment.
• Excellent communication, executive presentation, planning and organisational skills.
• Ability to balance strategic thinking with operational execution and governance oversight.
• Experience within wealth, platform, pensions, adviser, customer operations or broader financial services environments.
• Experience supporting an Executive Committee member or senior business leader.
• Understanding of client journeys, service delivery, complaints, customer outcomes and executive MI.
• Project management, Lean, Six Sigma or continuous improvement accreditation.

Responsibilities

• Support the development, prioritisation and delivery of Client Experience strategic and tactical plans while providing trusted advice to the CXO.
• Lead executive reporting, performance insight and management information, identifying trends, risks and opportunities that support decision making.
• Maintain integrated delivery plans for strategic, operational and service improvement initiatives, ensuring milestones, owners and outcomes are clearly defined.
• Coordinate cross-functional programmes, challenge delivery slippage and support readiness and post-implementation reviews.
• Design and manage the Client Experience Leadership Team operating rhythm, facilitating planning, prioritisation and follow-through.
• Oversee governance, risk and regulatory commitments, supporting Executive, Board and regulatory forums through effective stakeholder management and communications.

Skills

Business Manager

Chief of Staff

Project Mgmt

Consulting

Senior Ops Support

Cross-functional Leadership

Analytical Skills

Executive Stakeholder Influence

Job description

Job Description

About Aberdeen

Aberdeen Group plc is one of Europe's largest investment companies, and we are built on a long-standing culture of caring about the future and making a positive impact. Together we invest for a better future. We do it to make a difference to the lives of our clients and customers, our employees, society, and our shareholders. Our business is structured around three distinct areas focused on our clients' changing needs: Aberdeen Investments, Aberdeen Adviser, and interactive investor. As Business Manager to the Chief Client Experience Officer, you will help shape and deliver the client experience agenda while investing in your tomorrow through exposure to strategic leadership and transformation activity across the business.

About the Department

The Client Experience function is focused on continually improving how clients interact with Aberdeen and ensuring positive outcomes across every stage of the client journey. Working closely with business leaders across Aberdeen Adviser and the wider Group, the team drives strategic priorities, service improvement, governance and performance insight. It operates in a collaborative, fast-paced environment that supports Aberdeen's ambition to enable our clients to be better investors.

About the Role

This permanent role, based in Edinburgh, is a unique opportunity to act as strategic partner and trusted adviser to the Chief Client Experience Officer. You will coordinate strategic programmes, oversee delivery of transformation initiatives, provide executive insight and reporting, and ensure strong governance across the Client Experience agenda. Working with senior stakeholders across the organisation, you will translate priorities into structured plans, drive accountability and help deliver measurable improvements for clients, colleagues and the business. The role offers exceptional visibility, influence and career development while helping shape the future client experience strategy.

Key Responsibilities

• Support the development, prioritisation and delivery of Client Experience strategic and tactical plans while providing trusted advice to the CXO.
• Lead executive reporting, performance insight and management information, identifying trends, risks and opportunities that support decision making.
• Maintain integrated delivery plans for strategic, operational and service improvement initiatives, ensuring milestones, owners and outcomes are clearly defined.
• Coordinate cross-functional programmes, challenge delivery slippage and support readiness and post-implementation reviews.
• Design and manage the Client Experience Leadership Team operating rhythm, facilitating planning, prioritisation and follow-through.
• Oversee governance, risk and regulatory commitments, supporting Executive, Board and regulatory forums through effective stakeholder management and communications.

About the Candidate

Essential

• Significant experience in a Business Manager, Chief of Staff, project, consulting or senior operational support role.
• Proven ability to lead complex cross-functional delivery and drive actions to completion.
• Strong analytical capability with experience turning management information and root-cause insight into measurable improvement.
• Ability to influence and constructively challenge senior stakeholders within a regulated environment.
• Excellent communication, executive presentation, planning and organisational skills.
• Ability to balance strategic thinking with operational execution and governance oversight.

Desirable

• Experience within wealth, platform, pensions, adviser, customer operations or broader financial services environments.
• Experience supporting an Executive Committee member or senior business leader.
• Understanding of client journeys, service delivery, complaints, customer outcomes and executive MI.
• Project management, Lean, Six Sigma or continuous improvement accreditation.

We are proud to be a Disability Confident Committed employer. If you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire. One of our team will reach out to support you through your application process.

We want you to be the real you throughout our recruitment process. Sharing your diversity information helps us understand the reach and impact of our hiring practices, and build a workplace where all people can thrive and belong.

This information is kept separate from your application and is not visible to recruiters, hiring managers, or assessors at any stage.

Our benefits

There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.

When you join us, your reward will be one of the best around. This includes 40 days' annual leave, a 16% employer pension contribution, a discretionary performance-based bonus (where applicable), private healthcare and a range of flexible benefits - including gym discounts, season ticket loans and access to an employee discount portal. You can read more about our benefits here.

Our business

Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas - our vectors of growth - focused on our clients' changing needs. You can find out more about what we do here.

An inclusive way of working

Whatever way you like to work, if you have the talent and commitment to join our team, we'd like to hear from you.

At Aberdeen we've adopted a 'blended working' approach. This approach combines the benefits of face-to-face collaboration, coaching and connecting in our offices with the flexibility of working from home. It enables colleagues to find a balance that works for their roles, their teams, our clients and our business.

An inclusive culture, where diverse perspectives drive our actions, is at the core of who we are and what we do. If you need assistance with your application, or a reasonable adjustment to your interview arrangements - for example, because you are neurodivergent, or have a physical, sensory, cognitive, mental, visible or invisible disability - please let us know and we'll be happy to help.

#aberdeenplcjobs

We're committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.

If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.