Client Experience Analyst

Royal London; London; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A prominent financial services company in London seeks a Client Experience Analyst to support their Client Experience strategy. This hybrid role involves analyzing feedback and operational data to drive improvements. Strong analytical and communication skills are required, along with a passion for enhancing client experiences. The company offers competitive benefits, including a generous annual leave and pension plan.

Benefits

28 days annual leave

Up to 14% employer matching pension scheme

Private medical insurance

Qualifications

• Experience in data interpretation and generating insights.
• Familiarity with journey mapping and process mapping.
• Ability to generate clear recommendations based on data analysis.

Responsibilities

• Develop and execute the Client Experience strategy.
• Analyze client feedback and operational data to find improvement opportunities.
• Collaborate with various teams to co-design client-centric solutions.
• Lead delivery of agile change initiatives.

Skills

Analytical skills

Communication skills

Stakeholder engagement

Proactivity

Job description

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Client Experience Analyst

Date: 7 Aug 2025

Location: London, GB

Company: Royal London Group

Job Title: Client Experience Analyst

Contract Type: Permanent

Location: London

Working style: Hybrid 50% home/office based

Closing date: 21st August 2025

We’re looking for a proactive and analytical Client Experience Analyst to join our Client Experience team at Royal London Asset Management (RLAM). This role is pivotal in supporting the delivery of our Client Experience strategy—translating insights into action, identifying opportunities for improvement, and helping prioritise initiatives that put our clients first.

At RLAM, the client is at the heart of everything we do. We’re committed to delivering a first-class experience, and this role plays a key part in enabling that—through solution design, agile delivery, and driving adoption across the business.

About the role:

• Supporting the development and execution of the Client Experience strategy.
• Analysing client journey maps, feedback, and operational data to uncover pain points and improvement opportunities.
• Synthesising external research, market trends, and competitor insights to inform prioritisation of change initiatives.
• Collaborating with the Insights team to communicate findings in engaging decision-enabling formats.
• Working with SMEs across Distribution, Operations, Technology, and Compliance to co-design client-centric, commercially sound solutions.
• Leading the coordination and delivery of agile change initiatives, managing timelines, tasks, and risk reporting.
• Driving business adoption through clear communication, training, and stakeholder engagement—articulating the client and commercial benefits of change.
• Supporting the development and tracking of client experience metrics and KPIs to measure impact and embed client-first thinking.

About you

• Strong analytical skills with experience in data interpretation and insight generation.
• Experience with client experience and solution design frameworks e.g. journey mapping and process mapping.
• Ability to translate client and business data into clear recommendations.
• Success in driving change across multiple teams, and familiarity with agile delivery methodologies and change management principles.
• Excellent communication and stakeholder engagement skills.
• Strong understanding of asset management products and clients.
• Client-centric mindset with a passion for improving experiences.
• Collaborative and proactive approach to problem-solving.
• Comfortable working across multiple teams and managing competing priorities.
• Curious, adaptable, and resilient in a fast-paced environment.

About Royal London Asset Management

Royal London Asset Management (RLAM), part of the Royal London Group, is one of the UK's leading fund management companies working with a wide range of clients across the globe to achieve their investment goals. Our long-term, client-driven focus means that we have a long-standing commitment to responsible investment. We act as responsible stewards of our clients’ capital, exercising their rights and influencing positive change.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits

Inclusion, diversity and belonging

We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.