Client Experience & Insight Lead

Arbuthnot Latham; Greater London; Hybrid; GBP 65,000 - 80,000; Full time

Benefits offered by this job

Discretionary Bonus

One day a week working from home

Pension via market leading provider

Competitive holiday allowance

Job summary

Arbuthnot Latham is seeking a Client Experience professional to translate client insight into action and lead ongoing CX improvements. You will run CX forums, embed client promises, and work with Relationship Managers, Product, Marketing and Operations to ensure a client-centric journey across the bank.

The role focuses on driving measurable client outcomes, maintaining governance, and collaborating with senior stakeholders to shape strategy and deliver growth while complying with Conduct Rules.

Qualifications

• Experience in client experience, proposition, customer insight or service improvement roles.
• Strong analytical and data interpretation skills.
• Experience managing stakeholder relationships at multiple levels.
• Ability to turn customer insight into practical business actions.
• Delivery focused, with cross-functional delivery experience.
• Strong written and verbal communication skills.
• Experience within Private Banking, Wealth Management, Commercial Banking or Financial Services.
• Knowledge of NPS, customer feedback and journey mapping methodologies.
• Knowledge of Consumer Duty principles.

Responsibilities

• Identify, prioritise and lead client experience improvement initiatives that support the bank's strategic objectives and deliver measurable client outcomes.
• Run the CX working groups/forums, facilitating effective decision-making and ensuring delivery of initiatives.
• Embed and champion the Client Promises across the organisation and monitor adherence.
• Develop and oversee client insight and feedback strategies to inform proposition development and product reviews.
• Analyse client feedback, performance data and market insights to identify trends and opportunities.
• Build relationships with front-line teams to understand client needs and inform service strategies.
• Partner with senior stakeholders to input into strategy and decision-making.
• Represent the voice of the client to support client-centric change.
• Track, report and evaluate progress and outcomes of client experience initiatives.

Skills

Client experience

Data interpretation

Stakeholder management

Change delivery

Communication skills

Private Banking knowledge

NPS & journey mapping

Consumer Duty knowledge

Education

Degree or equivalent

Job description

Arbuthnot Latham is seeking a Client Experience professional to translate client insight into action and lead ongoing CX improvements. You will run CX forums, embed client promises, and work with Relationship Managers, Product, Marketing and Operations to ensure a client-centric journey across the bank.

The role focuses on driving measurable client outcomes, maintaining governance, and collaborating with senior stakeholders to shape strategy and deliver growth while complying with Conduct Rules.