End-to-End Customer Journey Lead

Quilter plc; Greater London; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Holiday allowance 26 days

Pension scheme

Private medical insurance

Life assurance

Income protection

Healthcare cash plan (Jersey)

Job summary

Quilter plc is seeking a Customer Service Journey Lead to own an end-to-end journey within the Chief Customer & Operations Office, reporting to the Director of Customer & Adviser Journeys. You’ll drive run-and-change, align across Operations, Product, Digital, Technology, Data and Change, and deliver measurable improvements in customer outcomes, productivity and commercial performance.

You’ll manage a multidisciplinary squad, translate insights and regulatory requirements into roadmaps, and

Qualifications

• Experience owning or leading a complex end-to-end customer/service journey across multiple disciplines.
• Strong data-led decision making with evidence-based prioritisation.
• Commercial judgement balancing customer outcomes, growth and risk.

Responsibilities

• Own end-to-end performance, optimisation and transformation of an assigned customer service journey across digital and non-digital channels.
• Lead the integrated run-and-change agenda, balancing daily service with modernisation and commercial improvement.
• Develop and deliver the journey improvement roadmaps translating insights, regulatory requirements and priorities into measurable activity.
• Drive simplification, re-engineering, automation and responsible use of AI to improve outcomes and capacity.
• Define requirements for technology-enabled change and ensure benefits are embedded and realised.

Skills

End-to-end journey leadership

Cross-disciplinary leadership

Data literacy

Commercial judgement

Change delivery / process improvement

Agile delivery

Stakeholder management

Job description

Quilter plc is seeking a Customer Service Journey Lead to own an end-to-end journey within the Chief Customer & Operations Office, reporting to the Director of Customer & Adviser Journeys. You’ll drive run-and-change, align across Operations, Product, Digital, Technology, Data and Change, and deliver measurable improvements in customer outcomes, productivity and commercial performance.

You’ll manage a multidisciplinary squad, translate insights and regulatory requirements into roadmaps, and