Customer Journey Specialist

Quilter; Southampton; On-site; GBP 48,000 - 66,000; Full time

Benefits offered by this job

Holiday 182 hours

Pension scheme

Private medical insurance

Life cover 4x salary

Income protection

Flexible benefits

Job summary

Quilter is seeking a Customer Journey Specialist to understand and improve priority journeys end-to-end. You will integrate Voice of Customer insights, complaints and operational data to define improvements and establish measurable outcomes.

You will map journeys, coordinate governance, and enable owners to deliver targeted changes. The role requires strong analytical and communication skills across multiple functions.

Qualifications

• Experience in customer journey management, customer experience, service design or related discipline.
• Strong analytical capability with mixed qualitative/quantitative evidence.
• Experience translating insight into practical recommendations and measurable actions.
• Strong stakeholder-management and facilitation skills across organisational boundaries.
• Confident presenting complex findings to senior audiences.
• Experience developing plans, roadmaps, governance packs and dashboards.
• Ability to define measures and communicate uncertainty clearly.
• Strong written communication and visual storytelling skills.
• Understanding of process improvement and benefit tracking.
• Ability to manage competing priorities and maintain momentum across multiple journeys.

Responsibilities

• Maintain the customer journey portfolio, roadmap, governance calendar and documentation.
• Facilitate journey discovery, validation, maturity reviews and ownership checks.
• Analyse qualitative and quantitative evidence from surveys, complaints and feedback.
• Develop journey scorecards and dashboards showing ownership, risks and outcomes.
• Support Journey Optimisation metrics and maturity ladder.
• Work with journey owners to define target states and evidence required.
• Identify root causes and cross-functional themes in journey design.
• Translate evidence into prioritised problem statements and recommendations.
• Ensure opportunities connect to delivery routes and measurable benefits.
• Produce concise papers and dashboards for governance forums.
• Support the wider Voice of Customer programme and convert insight into action.

Skills

Customer journey management

Customer experience

Service design

Business analysis

Operational improvement

Analytical ability

Insight to action

Stakeholder management

Communication

Process improvement

Prioritization

Job description

About the Business

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

Quilter oversees £157.4 billion in customer investments (as of August 2026). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.

High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning – offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues.

Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!

About the Role

Level: 4

Department: Operations - Process Improvement

Location: Southampton

Contract: Permanent

As a Customer Journey Specialist, you will help Quilter understand, manage and improve priority customer and adviser journeys from end to end. You will bring together evidence from Voice of Customer insight, complaints, customer feedback, operational performance, risk events, failure demand, digital interactions and colleague expertise. You will use this evidence to identify where intervention is needed, define what better looks like and support accountable owners to deliver measurable improvements.

You will maintain a clear view of each priority journey, including its purpose, customers and cohorts, key moments, ownership, performance measures, risks, pain points, improvement activity and target state. Journey maps will be maintained as living management tools that connect customer experience with operational delivery, rather than as standalone outputs.

You will support journey owners through regular reviews and structured governance. This includes confirming ownership, assessing the strength of available evidence, identifying gaps, tracking improvement commitments and escalating material risks or barriers where progress is not being made.

You will help develop and apply Quilter’s journey management approach, including journey prioritisation, maturity assessment and outcome measurement. You will balance customer experience, Consumer Duty, vulnerability, operational performance, cost, risk and strategic value to support transparent decisions about where the organisation should focus.

You will work closely with Customer Experience and Insight, Voice of Customer, Customer Outcomes, Customer Inclusion, Operations, Operational Excellence, Change, Proposition, Digital, Technology, Risk and Compliance. You will connect journey insight to existing delivery routes and help ensure improvement activity is assessed at end-to-end journey level rather than only within individual functions.

You will prepare clear, concise reporting for senior leaders and governance forums. You will be comfortable explaining the evidence, the customer and business impact, the confidence level of conclusions, recommended priorities and the action required.

A strong understanding of Consumer Duty is essential. You will ensure foreseeable harm, customer understanding, consumer support, vulnerable customer needs and differential outcomes are considered throughout journey analysis, measurement and improvement.

Responsibilities

• Maintain the customer journey portfolio, roadmap, governance calendar and supporting documentation.
• Facilitate journey discovery, validation, maturity reviews and ownership health checks with relevant stakeholders.
• Analyse qualitative and quantitative evidence, including surveys, complaints, Trustpilot feedback, customer research, contact demand, repeat contact, processing data, risk events and vulnerable-customer insight.
• Develop journey scorecards and dashboards that provide a clear view of ownership, evidence strength, performance, risks, improvement activity and outcomes.
• Support the development and consistent application of the Journey Optimisation Matrix, Journey Maturity Ladder and associated measures.
• Work with journey owners to define target states and the evidence required to demonstrate progression and good customer outcomes.
• Identify root causes and cross-functional themes, distinguishing symptoms from underlying journey-design issues.
• Translate evidence into prioritised problem statements, recommendations and improvement briefs.
• Ensure accepted opportunities are connected to appropriate delivery routes and are traceable through to decision, delivery and benefit.
• Track whether completed changes have delivered the intended customer, adviser, colleague and business outcomes.
• Maintain journey maps and related artefacts so they reflect material changes, new evidence and agreed future states.
• Provide constructive challenge where ownership, evidence, metrics, prioritisation or delivery are insufficient.
• Produce concise papers, dashboards, presentations and updates for senior management and customer-governance forums.
• Support the wider Voice of Customer programme and help convert insight into action.

Promote consistent journey-management standards, language and ways of working across Quilter.

About You

• Experience in customer journey management, customer experience, service design, business analysis, operational improvement or a related discipline.

• Strong analytical capability, with experience of combining qualitative and quantitative evidence.

• Experience of translating insight into practical recommendations, priorities and measurable actions.

• Strong stakeholder-management and facilitation skills across organisational boundaries.

• Confidence presenting complex findings and recommendations to senior audiences.

• Experience developing plans, roadmaps, governance packs, dashboards or management information.

• Ability to define measures, assess evidence quality and communicate limitations or uncertainty clearly.

• Strong written communication and visual storytelling skills.

• Understanding of process improvement, root-cause analysis and benefit tracking.

• Ability to manage competing priorities and maintain momentum across multiple journeys and stakeholders.

#LI-FD1

#Quilter

Inclusion & Diversity

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Values

Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core Benefits

Holiday: 182 hours (26 days)

Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.

Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.

Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.

Life Assurance: 4x your salary.

Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.

Healthcare Cash Plan: Jersey employees only

In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.