Client Experience Strategy Lead — Hybrid (1 WFH Day)

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 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