UHNW Client Onboarding & Experience Lead

Y Tree; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

25 days leave

Team socials

Dog-friendly office

Private healthcare via Vitality

Mental health support

Family‑friendly policies

Electric car schemes

Job summary

Y TREE is seeking a Client Onboarding Lead to redefine how onboarding works for complex, multi-structure client groups. You will own end-to-end onboarding design, collaborating with New Client Relationships and Product teams to build a tech-enabled, scalable process while preserving a personalised client experience.

You will guide high-stakes onboarding, act as the client advocate with advisers, and ensure compliance as you optimize SoW/SoF handling across ultra‑high‑net‑worth structures.

Qualifications

• Exceptional client-facing skills and experience with UHNW clients – you know what a highly personal, attentive service looks like, and you have delivered it.
• A track record of improving how things work: you have taken a process you ran day to day, redesigned it for the future while still delivering it, and can show what changed as a result.
• Outstanding working knowledge of SoW and SoF across complex structures – trusts, companies, FICs and international clients.
• An enthusiastic, everyday user of AI tools, always looking for new ways to apply them to real work.
• Confidence to challenge and influence advisers and senior managers on a client’s behalf.
• Hands‑on experience of working with a CRM or CLM system.
• Private client experience.
• Experience in using automations and other low code tools to improve an operational process.
• Experience in working with product managers to define and develop technical process improvement solutions
• Family office experience.

Responsibilities

• Take today’s onboarding process and redesign it for the future – identifying what is slow, manual or frustrating, and fixing it with automation where it helps and people where it matters.
• Lead onboarding change with our Product team: bring clear, well-evidenced briefs on what needs to change, and help shape and test the solutions.
• Make onboarding as client-first as everything that comes before they become a client, so clients always know where they stand and why each request matters.
• Evaluate and introduce digital tools (e.g. automated workflows, AI) that make onboarding faster and easier for clients and the team.
• Measure what matters – how long it takes to become a client, where cases stall, and how clients feel about it – and use it to decide what to fix next.

Skills

UHNW client handling

AI tools usage

CRM/CLM experience

Client advocacy

SoW/SoF knowledge

Job description

Y TREE is seeking a Client Onboarding Lead to redefine how onboarding works for complex, multi-structure client groups. You will own end-to-end onboarding design, collaborating with New Client Relationships and Product teams to build a tech-enabled, scalable process while preserving a personalised client experience.

You will guide high-stakes onboarding, act as the client advocate with advisers, and ensure compliance as you optimize SoW/SoF handling across ultra‑high‑net‑worth structures.