Head of Customer & Adviser Journeys

Quilter

Southampton

On-site

GBP 120,000 - 180,000

Full time

11 days ago

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Benefits offered by this job

Holiday allowance

Pension scheme

Private medical insurance

Life assurance

Income protection

Healthcare cash plan

Flexible benefits

Job summary

Quilter is seeking a Director of Customer & Adviser Journeys to lead the end-to-end performance, transformation and automation of our Affluent customer and adviser journeys. You will shape journey strategies, roadmaps and improvements, aligning Operations, Digital, Technology, Product, Risk and Customer Experience to deliver better outcomes.

You will drive increasingly automated, AI-enabled journeys with clear hand-offs, governance and evidence of improved results, while ensuring Consumer Duty

Qualifications

End-to-end ownership of customer and adviser journeys.
Strong stakeholder influence and governance across functions.
Delivery of agile, product-led transformation.
Leadership of large-scale operational/service change.
Experience with automation/AI-enabled servicing.

Responsibilities

Own strategy and transformation across all defined journeys.
Define target-state experiences and multi-year roadmaps.
Establish journey governance and resolve conflicts.
Collaborate with Risk, Compliance and Control teams for outcomes.
Drive automation and AI-enabled servicing with measurable benefits.

Skills

End-to-end journey ownership

Stakeholder management

Agile delivery

Transformation leadership

AI-enabled servicing

Job description

You will drive increasingly automated, AI-enabled journeys with clear hand-offs, governance and evidence of improved results, while ensuring Consumer Duty

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