Customer Journey Lead: End-to-End Transformation & Growth

Service Design Jobs; Greater London; On-site; GBP 85,000 - 120,000; Full time

Benefits offered by this job

Holidays 26 days

Pension scheme

Private medical insurance

Life Insurance

Income protection

Healthcare plan

Flexible benefits

Job summary

Quilter plc seeks a Customer Service Journey Lead to own and shape an end-to-end customer service journey within the Chief Customer & Operations Office. You will guide a multidisciplinary squad to deliver outcomes across digital and non-digital channels, emphasising value, efficiency and customer-centric design.

You will drive the journey’s performance, modernisation and benefits realisation, balancing customer needs with commercial and regulatory considerations while embedding best-practice

Qualifications

• Experience owning or leading a complex end-to-end customer journey across multiple disciplines.
• Strong operational and change-delivery experience.
• Process improvement, re-engineering, digital delivery or service transformation capability.
• Proven ability to lead across disciplines and balance trade-offs for end-to-end outcomes.
• Curiosity and evidence-based decision making.

Responsibilities

• Own end-to-end performance, optimization and transformation of a customer service journey across channels and teams.
• Lead the run-and-change agenda balancing daily service with modernization and commercial improvement.
• Develop and deliver a journey improvement roadmap and backlog.
• Drive simplification, remove friction and reduce failure demand and delays.
• Accelerate digitalisation, self-service and automation to improve outcomes and capacity.
• Use insights to identify root causes and prioritise improvements.
• Lead a multidisciplinary journey squad across multiple functions to align on outcomes.
• Define requirements for tech-enabled change and ensure embedding of improvements.
• Improve productivity, cost-to-serve and digital adoption.
• Champion inclusive, accessible outcomes considering vulnerability and regulatory requirements.

Skills

End-to-end journey ownership

Cross-disciplinary leadership

Data literacy

Commercial judgement

Change delivery

Education

Relevant professional qualifications in operations/agile/financial services

Job description

Quilter plc seeks a Customer Service Journey Lead to own and shape an end-to-end customer service journey within the Chief Customer & Operations Office. You will guide a multidisciplinary squad to deliver outcomes across digital and non-digital channels, emphasising value, efficiency and customer-centric design.

You will drive the journey’s performance, modernisation and benefits realisation, balancing customer needs with commercial and regulatory considerations while embedding best-practice