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Client Experience Specialist

1 month ago

London, Greater London, United Kingdom Quilter Full time
About the Role

We are seeking a skilled Client Journey Analyst to join our team at Quilter. As a key member of our Client Services department, you will play a critical role in understanding the client's experience from start to finish and showcasing this to key stakeholders. Your expertise will help us identify key touchpoints, improve client interactions, and ensure that the client's experience is positive throughout their engagement with our brand.

Key responsibilities will include mapping the client journeys across Quilter in an engaging and informative way, engaging with stakeholders from multiple departments to obtain relevant information, and presenting learnings back to key stakeholders. You will also support and undertake detailed and accurate client insight data analysis using data sets such as survey feedback, Trustpilot reviews, social media comments, as well as core data such as complaints, risk events, failure demand, and processing demand.

We are looking for a creative thinker who is prepared to get stuck in regardless of the task at hand and drive results forward. If you're someone who is looking to bring innovation and excitement to a client's journey while still keeping an eye on the bigger picture, then we'd love to hear from you.

Requirements

Experience in a similar role in Financial Services is essential, as is extensive knowledge of Quilter's processes and ideally the client journey. You will also need to be comfortable presenting your findings to senior stakeholders, including the Head of Client Services, QC Managing Director, and Quilter Chief Operating Officer.

What We Offer

We offer a range of benefits, including 182 hours (26 days) of holiday, a Quilter Incentive Scheme, a non-contributory company pension scheme, private medical insurance, life assurance, and income protection. In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.

Why Join Us

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Our Values

We are committed to doing the right thing, being always curious, embracing challenge, and being stronger together. We believe in empowering our colleagues and demonstrating ownership and trust, with the confidence to make impactful decisions.