Customer Experience

3 days ago

Southampton, Hampshire, United Kingdom Quilter Full time
About the Business

Quilter plc is a leading provider of financial advice, investments and wealth management, committed to being the UK's best wealth manager for clients and their advisers. Quilter oversees £111.6 billion in customer investments (as at 31 March 2024). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.

High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.

Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it's the perfect time to join us

About the Role

Level: 3

Department: Customer Experience & Insights

Contract: Permanent

Location: Southampton

As a Customer Experience & Insight analyst, your role will be to manage the client experience framework within QFP, using the Elevate platform through third party supplier Vouched For. Through Elevate, you will be responsible for ensuring that surveys are sent to QFP clients following completion of certain journey touchpoints such as the annual review.

You will complete detailed analysis on the responses in order to identify trending insights which can be used to maximise the client experience and discover additional sales opportunities. This analysis will utilise AI capabilities including Co-pilot, to maximise insights that help ensure the business is able to provide the highest level of service to clients.

To do this you will need to engage with multiple stakeholders all across the group to ensure your insights are understood and incorporated into relevant action plans where applicable. This will include monthly reporting which will feed into multiple governance forums and present where necessary. Due to the high-profile nature of this initiative, you will need to be comfortable presenting this journey back to senior stakeholders such as the Adviser and Client Services Director and Chief Operating Officer, being prepared to deal with any questions they may have on your output. You will need to understand what is important to them in order to suitably prepare and present to this group of stakeholders.

You will be the owner of the framework and will need to ensure this is continually adding value in line with regulatory & strategic initiatives / changes.

Alongside this, you will ensure that the initiative is visible to key stakeholders so that they can see the progress you are making and what is happening next. Critically you will prep future stakeholders so that when you need their input, that they are able to provide this quickly.

The critical component is that as well as understanding the client experience, that you can use this knowledge alongside your business knowledge in order to ensure the correct outcome for both client and business.

You must have a strong understanding of Consumer Duty and customer vulnerability, in order to ensure that the principles of the duty are incorporated into your work.

Key points:
  • The key objective is to ensure the integration of the elevate platform into QFP and that culturally this is embedded in a way that delivers maximum value to the client and business.
  • You will perform detailed analysis to produce insight, ensuring the business is able to deliver the highest level of service. Spotting potential risks before they emerge and ensuring that potential sales opportunities are leveraged.
  • You will engage with key stakeholders in Distribution, Assurance & Oversight, Marketing and Proposition to ensure the key learnings from this insight are shared and derived into action plans.
  • You will manage the relationship with third party supplier elevate.
About You

In this role, your exceptional analytical & reporting skills will play a crucial role in ensuring the success of the Vouched For initiative, delivering detailed client base insight and maximising additional revenue opportunities. Your ability to extract business insight, deliver impactful reporting & confidently present to senior stakeholders will be crucial.

Your exceptional communication and process improvement skills will play a crucial part in opening minds and reshaping established perceptions. Your ability to confidently present ideas and communicate them clearly will be invaluable. Moreover, you'll possess a strong knack for analysing, understanding, and effectively reporting on data.

Additionally, you'll be tasked with creating comprehensive plans and roadmaps, prioritising tasks, and consistently meeting deadlines. Building strong working relationships and influencing key stakeholders will be essential to implementing innovative ideas and success in this space. (Having previous experience in these is highly desirable.)

I am looking for a creative thinker who is prepared to get stuck in regardless of the task at hand and help drive the business towards its objectives of being the number one financial advice business in the market. If you're someone who is looking to bring innovation to a client's journey whilst still keeping an eye on the bigger picture, then we've love to hear from you.

#LI-FD1

Inclusion & Diversity

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.

Values

Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we're one step ahead of our clients' needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core Benefits

Holiday: 182 hours (26 days)

Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.

Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.

Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.

Life Assurance: 4x your salary.

Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.

Healthcare Cash Plan: Jersey employees only

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.

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