Client Experience Specialist

Arbuthnot Latham; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Discretionary Bonus

Pension

Life Assurance (4x)

Cycle to Work

Health & Wellness benefits

One day WFH

Job summary

Arbuthnot Latham in London seeks a Client Experience Lead to translate insight into action, drive CX improvements and embed client promises across the bank. You will work with Relationship Managers and product teams to deliver measurable client outcomes and governance to ensure consumer-focused decisions.

The role supports the bank's growth, retention and advocacy. This service-led, relationship-driven bank offers one day a week working from home and a comprehensive benefits package to enable

Qualifications

• Experience in client experience, proposition 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, cross-functional change implementation.
• Strong communication and presentation skills.
• Experience in Private/Wealth/Commercial Banking or Financial Services.
• Knowledge of NPS, customer feedback and journey mapping.
• Knowledge of Consumer Duty principles.
• Experience supporting proposition development or strategic projects.

Responsibilities

• Identify, prioritise and lead client experience improvement initiatives.
• Run CX working groups and forums for decision-making and delivery.
• Embed Client Promises across the organisation and drive continuous improvement.
• Develop and oversee client insight and feedback strategy to inform propositions.
• Analyse client feedback, performance data and market insights to identify trends.
• Build relationships with frontline teams to understand client journeys.
• 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 of client experience initiatives.

Skills

Client experience

Stakeholder management

Analytical skills

Communication skills

NPS

Consumer Duty

Proposition development

Education

Degree or equivalent

Job description

Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.

The key focus of this role is to support enhancing the Bank's client experience.

The role is required to translate client insight into action, support CX continuous improvement across the organisation, and ensure client feedback informs decision-making. Through running the Client Experience Working Group and Client Experience Champion network, the role will embed the Bank's client promises, foster a client-centric culture, and deliver measurable improvements in client outcomes.

Working closely with Relationship Managers, Product, Marketing, Operations and Risk teams, the role will help ensure that the end-to-end client journey remains aligned to the Bank's relationship-led approach while supporting business growth, client retention and advocacy.

Where applicable, to place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers; and to comply with the FCA and PRA's Conduct Rules.

Key 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 the successful delivery of agreed initiatives.
• Embed and champion the Client Promises across the organisation, monitoring adherence and driving continuous improvement – with the objective of supporting bankers to deliver a consistent, quality, client experience
• Develop and oversee the client insight and feedback strategy, incorporating internal and external research to inform proposition development, product reviews and client experience improvements.
• Analyse client feedback, performance data and market insights to identify trends, measure performance and implement opportunities to enhance the client experience.
• Build strong relationships across the business, particularly with front-line teams, to understand client needs, journeys and communications, ensuring these insights inform service and experience strategies.
• Partner with senior stakeholders to input into strategy and decision-making, ensuring client experience considerations are effectively integrated into business plans and objectives.
• Work alongside our senior stakeholders, representing the voice of the client to support client centric change.
• Track, report and evaluate the progress and impact of client experience initiatives, ensuring actions are completed and outcomes are communicated through appropriate governance forums.
• Performance and MI tracking, developing client experience KPIs, monitoring NPS, retention, complaints and service measures.

Risk:

• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

Key Interfaces:

• Proposition and Product, Marketing, Business Management, Relationship Management, Change, and Complaints teams
• Private Banking, Commercial Banking, Wealth Planning & Investment Management and Subsidiary Businesses
• Head of Service Strategy and Optimisation and Client Servicing Teams
• Business Transformation Director
• Banking ManCo
• Vulnerable Clients SteerCo, Conduct RiskCo
• Prospects, Clients (& client representatives)

Person Specification

Knowledge/Experience/Skills:

• 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 experience working across functions to implement change and achieve agreed business outcomes.
• Strong communication and presentation skills.
• Exceptional written, verbal and communication skills
• Experience within Private Banking, Wealth Management, Commercial Banking or Financial Services.
• Experience with NPS, customer feedback and journey mapping methodologies.
• Knowledge of Consumer Duty principles.
• Experience supporting proposition development or strategic projects.

Qualifications:

• Significant experience in a CX, client insight or service improvement role.
• Educated to degree level or equivalent
• Client focus
• Business & Commercial focus
• Judgment and Problem Solving
• Influencing others
• Communication and confidence

About Us

Life, Work and Benefits

At Arbuthnot Latham, we seek proactive individuals who embrace high standards and bring the energy needed to drive success. In return, you can thrive in a dynamic environment that values your innovative ideas and provides the stability and support for your personal and professional growth. Our human-scale ethos means that everyone is recognised as an individual, not just a number, creating a workplace where you truly belong and thrive.

As a service led, relationship driven bank, in-person collaboration and wellbeing are important to us and drives our inclusive culture.

With this in mind we offer one day a week working from home.

• Competitive holiday allowance with the ability to buy / sell / rollover up to five days per year
• Pension via market leading provider
• 4x Life Assurance
• Discretionary Bonus
• Access to a suite of flexible benefits including Cycle to Work Scheme, Gym Scheme, Health Assessment, Season Ticket / Travel loans and Dental insurance as well as other discounts / vouchers