Voice of the Client Manager

Job description:

Role Title: Voice of the Client Manager

Division: Insights

Location: London

Contract: Permanent

Working pattern: Hybrid attending the London Office

About the Role

In this role you will be responsible for managing the client care programme as Rathbones moves into year 2 from initial year 1 pilot. Ensuring it runs smoothly and each month capture and analyse client feedback to provide actionable insights that improve client experience and drive strategic decisions. Leveraging various data sources, including surveys for different audiences and direct client interactions, this role will identify trends, pain points and opportunities for growth and building the most reputable brand, by far.

This is a high-profile project which is critical to the future success of Rathbones. You will be traveling to our regional offices and working closely with our Investment Managers to gain their trust and commitment to the programme as it continues to progress and expand to a broader range of client groups.

What you'll be responsible for

• Working with the data team to ensure we have the right audiences in scope, this programme is driving high client engagement rates /response rates and overall achieving best in class client and colleague engagement –helping drive a client centric culture.
• Managing colleague communication, training and embedding of client care.
• Collaborate with internal teams such as proposition development, marketing, operations and client service teams to shape client surveys for client care and continue to fully embed.
• Overseeing the client panel who advise Rathbones on client feedback.
• Ensure client feedback is understood and incorporated into service improvements and proposition enhancements and front office behaviours.
• Working closely with Medallia and Higher Oak client care vendors to deliver this programme.
• Develop and maintain dashboards and reports that track client satisfaction metrics and Voice of Client (VoC) insights for use by cross-functional teams, making timely recommendations.
• Monitor and identify emerging client issues and pain points, providing timely recommendations to Area / office Heads resolving concerns & improving the overall client experience.
• Design and implement client care programs working with Insight team, including surveys, focus groups, and other feedback mechanisms, to gather relevant client insights.

About you

If you meet some of these criteria and are excited about the role, we encourage you to apply:

• Excellent project management and organisation skills, able to structure and deliver the ambitions of the Executive for client care, meeting consumer duty requirements.
• Excellent communication skills, both written and verbal, with the ability to deliver presentations clearly to stakeholders at all levels.
• Strong analytical skills with the ability to interpret complex client data and translate it into actionable insights.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and analytics software (e.g., Excel, SQL, or similar platforms).
• Strong problem-solving abilities and attention to detail to identify key trends and patterns within client feedback.
• Ability to collaborate effectively across cross-functional teams within Insight team /client office and influence stakeholders to implement client-driven improvements.
• Proven experience in client experience (CX) analysis, market research, or related roles focused on understanding client feedback.
• Experience using VoC platforms (Medallia, Higher Oak), client survey tools, or client relationship management (CRM) systems.
• Familiarity with client satisfaction metrics such as Net Promoter Score (NPS), client Satisfaction Score (CSAT), and other VoC methodologies.
• Ideally experience within the Wealth Management industry working with Investment Managers, but experience within Financial Services is also beneficial.

We offer:

Our offer to you

We want everyone at Rathbones to fulfil their potential, in an environment where you are proud to work and feel like you belong.

We offer a comprehensive remuneration package, which we review regularly, and benefits include:

·       A company pension - 9% non-contributory or 10% if you contribute 5%

·       Private medical insurance – Individual on joining, family after 1 year's service

·       Life assurance  - 8 x salary

·       Income protection – 75 % salary

·       Company share scheme

·       Flexible holidays – purchase up to 5 additional days

·       Discretionary bonus

·       Green Car Scheme

·       Family friendly policies – enhanced family leave for parents & carers

·       Study support – study days and funding for courses and qualifications

·       Season travel ticket loans

·       Volunteering days

·       Gym discounts

·       Other voluntary benefits you can choose to suit you

Our employees can choose to take part in various social groups and communities to support their wellbeing, growth, development and sense of community. These include:

·      
Sports & Social Committees
, such as cricket, football, netball, running, yoga, quiz nights, charity bake sales and much more.

·      
Inclusion Networks
that help us drive change within the organisation such as Gender Balance, Multicultural, Abilities Count, Pride, Social Mobility, Generations, Take a moment to pause (Menopause) and Armed Forces.

·      
The NextGen IM Network
, which brings together a community of trainees from across the UK, who are all at the early stages of their careers and offers development opportunities, exposure across the business as well as peer support and connection.

Life at Rathbones

We aim to become an employer of choice for the wealth management sector, to achieve this we are working hard to build a diverse, equal, and inclusive workplace that motivates, develops and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones, we provide meaningful work, opportunities, and a voice to all.

We are committed to building a team that is made up of diverse skills, experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values.

We're a Level 1 Disability Confident employer under the UK Government scheme. This means we've signed up to a set of commitments around how we recruit, retain and develop people with disabilities. Find out more about the Government Scheme online.

If you feel there are any reasonable adjustments that would make the process easier for you and help you to perform at your best whether that is due to disability, neurodiversity or other protected characteristic, just let us know by emailing us at

Mission

We believe in playing the long game. That means building consistent results, earning trust and doing the right thing — for our clients, our colleagues and the communities we're part of.

Our values shape how we work:

• We aim high

• We get it done

• We show we care

• We do the right thing

These aren't just words on a wall. They guide how we treat each other, how we make decisions and how we build relationships that last.

We will close this advert once we have received enough applications for the next stage. Please submit your application as soon as possible to ensure you don't miss out.