Customer Service Journey Lead — End-to-End Transformation

Quilter; England; On-site; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Holiday: 182 hours (26 days)

Quilter Incentive Scheme

Pension Scheme (non-contributory)

Private Medical Insurance

Life Assurance: 4x salary

Income Protection: 75% of salary after

Healthcare Cash Plan

Flexible benefits

Job summary

Quilter is seeking a Customer Service Journey Lead to own and transform end-to-end customer journeys, unifying digital and non-digital experiences. You will bring together customer experience, operational performance and transformation to deliver sustained improvements, with accountability for both run and change programs across multiple functions.

You will lead a multidisciplinary squad, shaping outcomes, roadmap and benefits delivery, while balancing risk, capacity and commercial performance

Qualifications

• Experience owning or leading a complex end-to-end customer/service journey across multiple disciplines.
• Strong delivery of operational change and run/improve priorities.
• Ability to translate insights into measurable improvements and benefits.

Responsibilities

• Own the end-to-end performance, optimisation and transformation of an assigned customer service journey across channels.
• Lead the integrated run-and-change agenda balancing day-to-day service and modernisation.
• Develop and deliver the journey improvement roadmap and backlog from insights and priorities.
• Drive simplification, re-engineering and reduce friction and delays.
• Accelerate digitalisation, self-service, automation and responsible use of AI.
• Use data, insights and journey analytics to identify root causes and prioritise improvements.
• Lead a multidisciplinary journey squad across Operations, Product, Digital, Tech, Data, Change, Risk and Compliance.
• Define requirements for tech-enabled change and ensure benefits are embedded.
• Improve productivity, cost to serve, and digital adoption while expanding capacity.
• Champion inclusive outcomes and embed regulatory and conduct requirements.

Skills

End-to-end journey ownership

Operational change delivery

Process re-engineering

Cross-disciplinary leadership

Data-driven decision making

Commercial judgement

Backlog & dependency management

Curiosity & challenge

Education

Professional qualifications in operations or change

Financial services regulatory knowledge

Job description

Quilter is seeking a Customer Service Journey Lead to own and transform end-to-end customer journeys, unifying digital and non-digital experiences. You will bring together customer experience, operational performance and transformation to deliver sustained improvements, with accountability for both run and change programs across multiple functions.

You will lead a multidisciplinary squad, shaping outcomes, roadmap and benefits delivery, while balancing risk, capacity and commercial performance