Client Experience Director

About the role…

At Cooper Parry, we\’re growing fast, organically and through acquisition and with that growth comes opportunity, to not only deliver exceptional services, but to truly differentiate ourselves through the experience we create for our clients.

We want CP to be known, unequivocally for delivering the best client experience in our market, distinctive, consistent, and highly valued by our clients, driving loyalty, advocacy, and sustainable growth. To help achieve this, we’re looking to appoint a Client Experience (CX) Director to take full ownership of that ambition.

This is a strategic role, owning the end-to-end client experience across all service lines and business units, from first engagement to delivery, relationship management, and beyond. You\’ll work directly with Partners and Senior Leadership to shape a CX strategy that is commercially impactful and culturally embedded. And you\’ll lead the work to understand, design, and continually improve the journeys and experiences we create for our clients, using insight, data, and commercial outcomes to drive action.

You\’ll be both strategist and activator, comfortable working in the detail of client journeys, but with the presence and leadership to shape thinking at Senior leadership and influence change across the firm.

What you\’ll Be Doing…

Leadership & Strategy

• Develop a clear CX strategy for CP, aligned to our brand, market position, and growth ambitions.
• Engage and influence at Partner and senior leadership level, building ownership and momentum for CX across the firm.
• Act as the voice of the client at leadership level, ensuring that client experience informs decisions on strategy, operations, and investment.

Client Journey & Experience Design

• Map current client journeys across service lines and client types, highlighting gaps, pain points, opportunities, and moments that matter.
• Design an enhanced future-state experience that is distinctive, commercially valuable, and scalable, creating a consistent and differentiated CP experience across the client lifecycle.
• Work with service leaders and Operations to embed experience improvements in service design, systems, processes, and behaviours.

Measurement, Insight & Commercial Impact

• Build and implement robust CX measurement frameworks – NPS, Client Effort Score, CSAT, client sentiment analysis, and qualitative feedback loops.
• Establish clear reporting to Partners and Board, making CX performance visible and actionable.
• Use insight to shape decision-making on client propositions, operational improvements, and growth initiatives.
• Work with Finance and Commercial leadership to model the impact of CX on revenue growth, client retention, cross-sell and margin improvement.

Culture, Change & Continuous Improvement

• Champion a client-first mindset across the business, embedding CX thinking into behaviours, ways of working, and leadership priorities.
• Lead and support initiatives to strengthen CX capability through training, development, and best practice sharing.
• Drive a culture of continuous improvement, ensuring client feedback is captured, acted upon, and used to fuel ongoing enhancement of the client experience.

About you…

At Cooper Parry, we’re in it together . All we ask of our people is that they play all in . You’ll continuously strive to keep learning – whether you’re a trainee or a Partner – and you’ll be brave , stepping out of your comfort zone to tackle new challenges. Above all, be nice . A simple notion, but an irreplaceable part of what makes CP, CP.

What you\’ll Bring…

• Proven track record in a senior Client Experience leadership role – ideally in professional services, financial services, technology, or a complex client-focused business.
• Deep expertise in client journey mapping, service design, and CX measurement methodologies.
• Strong commercial acumen – with experience linking CX performance to revenue, margin, and client lifetime value.
• Experience of building and embedding CX frameworks and operating models within a growing or transforming business.
• Highly effective stakeholder engagement and influencing skills, able to work with senior leadership and client-facing teams to drive change.
• Strong communication and leadership presence, able to build advocacy and inspire change at all levels.
• Ideally qualified in relevant CX methodologies (e.g. CCXP, Service Design, Lean CX, or equivalent), with strong knowledge of best practices in customer and client experience.

Why this Role, Why Now?

Cooper Parry is scaling rapidly and with every stage of that growth comes greater opportunity to stand out through the experience we create.

This is a new, strategic role, with the scope and sponsorship to make a real impact on the future of the firm. You\’ll be at the heart of our transformation, helping us evolve from a fast-growing challenger brand to a market leader, known as much for the way we treat our clients as for the quality of the services we deliver.

If you\’re passionate about creating truly differentiated client experience and want to help shape the future of one of the most dynamic firms in our space, then we would love to hear from you.

About us…

We’ve been dubbed ‘the rebels of accountancy’. We’re straight-talking. Never afraid to share our opinions. We put people and relationships before products and services, and deliver a streamlined, client-focused service – free from unnecessary red tape.

Check out our recent achievements:

• Best Companies’ No.1 Accountancy Firm & No.30 Best Large Company to Work For in the UK
• BecameB Corp Certified in 2023 and we’re still the UK’s largest accountancy B Corp, measuring and improving our impact beyond business for a brighter tomorrow
• Achieved 5 awards at theInspiring Workplace Awards in 2025: winner in the Large Business category and best in class for inspiring People & Culture, Wellbeing, Inclusion and Employee Experience

What\’s in it for you?

Our people are the beating heart of our culture. We know that if you love working here, and you’re given the trust and autonomy to work in a way that best suits you, you’ll produce amazing results.

That’s why we offer things like:

• A flexible approach to work – balancing working from home, in office or with clients
• A generous holiday entitlement
• An enhanced parental leave policy
• An enhanced pension scheme
• No dress code – just “wear something!”
• A multi-award-winning wellbeing offering to support your physical, mental, spiritual, and financial health
• Volunteering opportunities to work closer with local communities and charities
• Cooper Parry social/sports clubs

Feeling supported and welcomed is such a big part of bringing your whole self to work. As an equal opportunities employer, we’ll work with you to ensure you have everything you need to develop your skills and achieve your best.

Get in touch if you have any questions about our commitment to Diversity & Inclusion or about accessibility/accommodations during your application process.

For the attention of agencies – unsolicited CVs will not be honoured. We will only accept CV submissions for roles briefed to you by our Talent Acquisition team.

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