Customer Service Journey Lead

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

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

Sitting within the Chief Customer & Operations Office and reporting to the Director of Customer & Adviser Journeys, you’ll be part of a team of Customer and Adviser Service Journey Leads, with responsibility for leading a dedicated multidisciplinary journey squad through a matrix structure.

You’ll play a key role in establishing our new journey-led operating model, bringing together expertise from across the organisation to deliver our agreed customer, adviser, service and productivity outcomes. This is an exciting opportunity to shape a new way of working while broadening your experience across end-to-end journey leadership, operational transformation and portfolio management.

As our Customer Service Journey Lead, you’ll take ownership of an end-to-end customer service journey, shaping how it performs today and how it evolves for the future. You’ll bring together customer experience, operational performance and transformation to continually improve outcomes, remove friction, create capacity and strengthen commercial performance. With accountability across both digital and non-digital experiences, you’ll ensure the entire journey works seamlessly and delivers consistently strong outcomes for our customers. This is much broader than a traditional operational management role. You’ll own the integrated run-and-change agenda for your journey, identifying opportunities to improve and modernise the experience while ensuring operational processes continue to perform effectively.

Acting as the overall business owner for your journey, you’ll balance customer outcomes, operational effectiveness, risk, capacity and commercial performance, recommending where investment can have the greatest impact and ensuring agreed benefits are delivered and sustained. Working within the strategy and portfolio priorities set by the Director of Customer & Adviser Journeys, you’ll play a pivotal role in turning strategic ambition into lasting improvements for customers and the business. Success in this role isn’t simply about delivering change. It’s about creating measurable, sustained improvements in the customer journey over time.

Key responsibilities

• Own the end-to-end performance, optimisation and transformation of an assigned customer service journey, across digital and non-digital channels, processes, platforms and teams.
• Lead the integrated run-and-change agenda, balancing day-to-day service performance with longer-term modernisation, customer outcomes and commercial improvement.
• Develop and deliver the journey improvement roadmap and backlog, translating customer insight, operational evidence, regulatory requirements and commercial priorities into measurable activity.
• Drive simplification and process re-engineering, removing friction, failure demand, rework, delays, manual intervention and legacy workarounds.
• Accelerate digitalisation, self-service, straight-through processing, automation and responsible use of AI to improve customer outcomes, productivity and capacity.
• Use customer insight, complaints, operational data and journey analytics to identify root causes, prioritise improvements and prevent recurring service issues.
• Lead a multidisciplinary journey squad, creating alignment and momentum across Operations, Product, Digital, Technology, Data, Change, Risk and Compliance.
• Define business outcomes and requirements for technology-enabled change, ensuring improvements are successfully embedded and deliver measurable end-to-end benefits.
• Improve the economic performance and scalability of the journey, delivering measurable improvements in productivity, cost to serve, digital adoption and capacity creation.
• Champion inclusive and accessible customer outcomes, ensuring vulnerability, Consumer Duty, risk, conduct and control requirements are embedded within journey decisions.
• Track and own the realisation of financial and non-financial benefits, escalating material risks, dependencies and investment decisions where required.

About You

• Experience owning or leading a complex end-to-end customer, service or operational journey, with credible experience across several disciplines such as proposition, operations, customer experience, digital, technology, data and change.
• Strong operational and change-delivery experience, integrating run and improvement priorities.
• Process improvement, re-engineering, digital delivery or service transformation capability.
• Proven ability to lead across disciplines, join up different functional perspectives and make balanced trade-offs in the best interests of the end-to-end journey.
• Demonstrates strong curiosity and constructive challenge, continually questioning current approaches, identifying opportunities and increasing ambition for customer outcomes.
• Strong data literacy and evidence-led decision-making.
• Commercial judgement balancing outcomes, growth, efficiency, risk and regulation.
• Experience managing backlogs, dependencies and delivery trade-offs.
• Wealth management, financial services or another regulated environment experience is desirable.
• Relevant professional qualifications in operations, change, agile delivery, financial services or process improvement may be beneficial but are not essential.

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.