End-to-End Customer Journey Lead: Service Transformation

Quilter plc; Greater London; Remote; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Pension

Private medical insurance

Life assurance

Income protection

Holiday allowance

Job summary

Quilter plc is seeking a Customer Service Journey Lead in London to own an end-to-end service journey across digital and non-digital channels. You will drive the integrated run-and-change agenda, align with Operations, Product, Digital, Technology and Risk, and deliver measurable improvements in customer outcomes and efficiency.

You will shape roadmaps, prioritise backlogs, and embed improvements that create capacity, reduce friction, and strengthen commercial performance.

Qualifications

• Experience owning or leading a complex end-to-end customer journey across multiple disciplines.
• Strong change-delivery experience, integrating run and improvement priorities.
• Process improvement and digital delivery capability are advantageous.
• Evidence-based decision making with data literacy.

Responsibilities

• Own end-to-end performance, optimisation and transformation of a customer service journey.
• Lead run-and-change, balancing day-to-day service with modernisation and outcomes.
• Develop and deliver the journey improvement roadmap and backlog.
• Drive simplification, automation and digital self-service to improve outcomes.

Skills

Journey leadership

Change delivery

Data literacy

Commercial judgement

Stakeholder alignment

Education

Operations qualifications

Tools

Agile delivery

Job description

Quilter plc is seeking a Customer Service Journey Lead in London to own an end-to-end service journey across digital and non-digital channels. You will drive the integrated run-and-change agenda, align with Operations, Product, Digital, Technology and Risk, and deliver measurable improvements in customer outcomes and efficiency.

You will shape roadmaps, prioritise backlogs, and embed improvements that create capacity, reduce friction, and strengthen commercial performance.