End-to-End Customer Journey Leader

Quilter plc; Southampton; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Holiday 26 days

Pension scheme

Private medical insurance

Life assurance

Income protection

Healthcare cash plan

Job summary

Quilter plc is seeking a Customer Service Journey Lead to own and evolve an end-to-end customer journey across digital and non-digital channels, aligning with strategy and portfolio priorities. You will balance customer outcomes, operational effectiveness, risk, and commercial performance, driving run-and-change across multiple teams.

The role involves leading a multidisciplinary squad, delivering a roadmap for journey improvements, and embedding technology-enabled change to deliver measurable

Qualifications

• Experience owning or leading a complex end-to-end customer, service or operational journey across multiple disciplines.
• 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 and balance trade-offs for the end-to-end journey.
• Strong data literacy and evidence-led decision-making.
• Commercial judgement balancing outcomes, growth, efficiency, risk and regulation.
• Experience managing backlogs and delivery trade-offs.
• Wealth management or regulated environment experience desirable.
• Professional qualifications in operations, agile delivery or process improvement may be beneficial.

Responsibilities

• Own end-to-end performance, optimisation and transformation of an assigned customer service journey across channels, processes and teams.
• Lead the integrated run-and-change agenda balancing day-to-day service with modernisation and commercial improvement.
• Develop and deliver the journey improvement roadmap and backlog from insights, regulatory requirements and priorities.
• Drive simplification, remove friction, and reduce delays and legacy workarounds.
• Accelerate digitalisation, self-service, straight-through processing and responsible use of AI.
• Use customer insight and journey 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 tech-enabled change requirements and embed improvements end-to-end.
• Improve economic performance and scalability of the journey, enhancing productivity and capacity.
• Champion inclusive outcomes with regulatory and risk considerations embedded.
• Track benefits realisation and escalate risks and investment needs.

Job description

Quilter plc is seeking a Customer Service Journey Lead to own and evolve an end-to-end customer journey across digital and non-digital channels, aligning with strategy and portfolio priorities. You will balance customer outcomes, operational effectiveness, risk, and commercial performance, driving run-and-change across multiple teams.

The role involves leading a multidisciplinary squad, delivering a roadmap for journey improvements, and embedding technology-enabled change to deliver measurable