End-to-End Customer Journey Lead — Transform & Optimize

Quilter; Greater London; Vor Ort; GBP 85.000 - 120.000; Vollzeit

Benefits dieser Stelle

Holiday: 26 days

Pension scheme

Private medical insurance

Life assurance: 4x salary

Income protection: 75%

Healthcare cash plan

Zusammenfassung

Quilter in London is seeking a Customer Service Journey Lead to own end-to-end customer journeys, shaping performance across digital and non-digital channels. You will drive run-and-change activities, modernisation, and cross-functional collaboration to deliver improved customer outcomes and robust productivity.

You will balance customer outcomes with risk, capacity and commercial performance, leading a multidisciplinary squad and embedding technology-enabled change with measurable benefits.

Qualifikationen

• Experience owning or leading a complex end-to-end journey across multiple disciplines.
• Strong operational and change-delivery experience.
• Process improvement and digital delivery capability.
• Proven ability to lead across disciplines and balance trade-offs.
• Curiosity and constructive challenge in evolving customer outcomes.
• Strong data literacy and evidence-led decision-making.

Aufgaben

• 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 insights into measurable activity.
• Drive simplification and re-engineering to remove friction and delays.
• Accelerate digitalisation, self-service, automation and responsible AI use to improve outcomes.
• Use insights, complaints and analytics to identify root causes and prioritise improvements.
• Lead a multidisciplinary journey squad across Operations, Product, Digital, Technology, Data, Change, Risk and Compliance.
• Define business outcomes and requirements for tech-enabled change and ensure benefits are embedded.
• Improve economic performance and scalability with measurable productivity gains.
• Champion inclusive outcomes, embedding regulatory requirements within journey decisions.
• Track and realise financial and non-financial benefits, escalating risks when needed.

Kenntnisse

Journey leadership

Cross-functional collaboration

Change delivery

Data literacy

Commercial judgement

Backlog management

Wealth management experience

Ausbildung

Operations/change/agile qualifications

Jobbeschreibung

Quilter in London is seeking a Customer Service Journey Lead to own end-to-end customer journeys, shaping performance across digital and non-digital channels. You will drive run-and-change activities, modernisation, and cross-functional collaboration to deliver improved customer outcomes and robust productivity.

You will balance customer outcomes with risk, capacity and commercial performance, leading a multidisciplinary squad and embedding technology-enabled change with measurable benefits.