Customer Experience & Insight Director

Quilter
London
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Influencing","Strategic thinking","Constructive challenge","Governance oversight","Cross-functional collaboration"]

Lead an enterprise customer experience and insight function reporting to the Chief Customer Officer. Define the customer experience and insight strategy, create a single view of customer needs and priorities, and turn research, behavioral analytics, and experimentation into recommendations for proposition and journey improvements. Own customer communications and digital experiences to ensure they are clear, accessible, inclusive, and compliant, while embedding inclusion, vulnerability, and Consumer Duty principles across customer journeys and governance.

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Quilter
Quilter
1 month ago

Customer Experience & Insight Director

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Source: Company careers pageValidated by: Fursa AI
Last checked: 29 days agoStatus: Live

Job Summary

Lead an enterprise customer experience and insight function reporting to the Chief Customer Officer. Define the customer experience and insight strategy, create a single view of customer needs and priorities, and turn research, behavioral analytics, and experimentation into recommendations for proposition and journey improvements. Own customer communications and digital experiences to ensure they are clear, accessible, inclusive, and compliant, while embedding inclusion, vulnerability, and Consumer Duty principles across customer journeys and governance.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Define and deliver the customer experience and insight strategy, driving the Customer Champion agenda across the Group.
  • •Provide ExCo and the Board with a single evidence-based view of customer needs, behaviors, outcomes, and emerging trends.
  • •Lead Customer Champion and operating model OKRs, linking customer outcomes and strategic priorities to business performance.
  • •Drive end-to-end journey improvement and turn customer research, behavioral insight, and analytics into actionable recommendations for strategic decisions.
  • •Own customer communications and digital experiences, embedding inclusion, vulnerability, and Consumer Duty principles and leading customer-focused governance and reporting.

Pay and Benefits

Perks:Paid LeavePensionHealth InsuranceLife InsuranceIncome Protection

Key Requirements

  • •Credible enterprise leadership with judgment, presence, and influencing skills to operate at Board and ExCo level.
  • •Expertise in customer journey mapping and diagnostic insight to redesign complex end-to-end journeys.
  • •Advanced qualitative and quantitative research capability, including behavioural science, segmentation, ethnography, and attitudinal research.
  • •Strong data literacy and behavioral analytics, including propensity modelling, attrition analysis, lifetime value, and experience driver analysis.
  • •Proven ability to build and lead enterprise-scale multidisciplinary teams in complex matrix organisations.
Skills:InfluencingStrategic thinkingConstructive challengeGovernance oversightCross-functional collaboration

Company Brief

Quilter
Quilter plc is a UK-based wealth management and financial planning company offering investment management, retirement planning, and financial advice services to individual and intermediary clients across the UK and internationally.
Industry: Wealth Management
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2018
Website