Customer Service Journey Lead

Overview

As a Customer Service Journey Lead, you own an end-to-end service journey and shape its today and future performance within Quilter’s journey-led operating model. You drive cross-functional collaboration to deliver customer, adviser, service and productivity outcomes across digital and non-digital channels. You combine customer insights, operational data and risk considerations to remove friction, modernise processes and improve commercial performance. This role offers broad exposure to end-to-end journey leadership, operational transformation and portfolio management in a dynamic, customer-centric setting.

Pay / Benefits

• Holiday: 182 hours (26 days)
• Quilter Incentive Scheme
• Pension Scheme
• Private Medical Insurance
• Life Assurance: 4x salary
• Income Protection: 75% of salary

Responsibilities

• Own end-to-end performance, optimisation and transformation of a selected customer service journey across channels, processes, platforms and teams
• Lead the integrated run-and-change agenda balancing day-to-day service with longer-term modernisation and commercial improvement
• Develop and deliver a journey improvement roadmap and backlog aligned to customer insight, regulatory requirements and commercial priorities
• Drive simplification, re-engineering and reduction of friction, rework and legacy workarounds
• Accelerate digitalisation, self-service, straight-through processing, automation and responsible use of AI to improve outcomes
• Utilise customer insight, complaints and journey analytics to identify root causes and prioritise improvements
• Lead a multidisciplinary journey squad across Operations, Product, Digital, Technology, Data, Change, Risk and Compliance
• Define business outcomes and requirements for technology-enabled change and ensure benefits are embedded
• Improve economic performance and scalability through productivity, cost to serve, digital adoption and capacity creation
• Champion inclusive outcomes, embedding vulnerability, Consumer Duty, risk, conduct and control in journey decisions
• Track and own realisation of benefits, escalating risks, dependencies and investment needs when required

Key requirements

• Experience owning or leading a complex end-to-end customer or operational journey across multiple disciplines
• Strong operational and change-delivery background with ability to integrate run and improvement priorities
• Process improvement, re-engineering, digital delivery or service transformation capability
• Proven ability to lead across disciplines and balance end-to-end trade-offs
• Curiosity and constructive challenge with focus on improving customer outcomes
• Strong data literacy and evidence-led decision-making
• Commercial judgement balancing outcomes, growth, efficiency, risk and regulation
• Experience managing backlogs, dependencies and delivery trade-offs
• Wealth management or regulated environment experience desirable

• curiosity
• collaboration
• customer focus
• op‑tech journey management
• data analytics
• regulatory compliance awareness

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