At a Glance
- Tasks: Shape and deliver the client experience agenda while driving strategic initiatives.
- Company: Aberdeen Group plc, a leading investment company focused on positive impact.
- Benefits: 40 days annual leave, 16% pension contribution, private healthcare, and flexible benefits.
- Other info: Inclusive culture with blended working approach and excellent career development opportunities.
- Why this job: Gain exposure to strategic leadership and make a real difference in client experiences.
- Qualifications: Experience in business management or project support with strong analytical and communication skills.
The predicted salary is between 56700 - 69300 £ per year.
About Aberdeen
Aberdeen Group plc is one of Europe’s largest investment companies, and we are built on a long-standing culture of caring about the future and making a positive impact. Together we invest for a better future. We do it to make a difference to the lives of our clients and customers, our employees, society, and our shareholders. Our business is structured around three distinct areas focused on our clients changing needs: Aberdeen Investments, Aberdeen Adviser, and interactive investor.
About the Department
The Client Experience function is focused on continually improving how clients interact with Aberdeen and ensuring positive outcomes across every stage of the client journey. Working closely with business leaders across Aberdeen Adviser and the wider Group, the team drives strategic priorities, service improvement, governance and performance insight. It operates in a collaborative, fast-paced environment that supports Aberdeen’s ambition to enable our clients to be better investors.
About the Role
This permanent role, based in Edinburgh, is a unique opportunity to act as strategic partner and trusted adviser to the Chief Client Experience Officer. You will coordinate strategic programmes, oversee delivery of transformation initiatives, provide executive insight and reporting, and ensure strong governance across the Client Experience agenda. Working with senior stakeholders across the organisation, you will translate priorities into structured plans, drive accountability and help deliver measurable improvements for clients, colleagues and the business. The role offers exceptional visibility, influence and career development while helping shape the future client experience strategy.
Key Responsibilities
- Support the development, prioritisation and delivery of Client Experience strategic and tactical plans while providing trusted advice to the CXO.
- Lead executive reporting, performance insight and management information, identifying trends, risks and opportunities that support decision making.
- Maintain integrated delivery plans for strategic, operational and service improvement initiatives, ensuring milestones, owners and outcomes are clearly defined.
- Coordinate cross-functional programmes, challenge delivery slippage and support readiness and post-implementation reviews.
- Design and manage the Client Experience Leadership Team operating rhythm, facilitating planning, prioritisation and follow-through.
- Oversee governance, risk and regulatory commitments, supporting Executive, Board and regulatory forums through effective stakeholder management and communications.
About the Candidate
Essential
- Significant experience in a Business Manager, Chief of Staff, project, consulting or senior operational support role.
- Proven ability to lead complex cross-functional delivery and drive actions to completion.
- Strong analytical capability with experience turning management information and root-cause insight into measurable improvement.
- Ability to influence and constructively challenge senior stakeholders within a regulated environment.
- Excellent communication, executive presentation, planning and organisational skills.
- Ability to balance strategic thinking with operational execution and governance oversight.
Desirable
- Experience within wealth, platform, pensions, adviser, customer operations or broader financial services environments.
- Experience supporting an Executive Committee member or senior business leader.
- Understanding of client journeys, service delivery, complaints, customer outcomes and executive MI.
- Project management, Lean, Six Sigma or continuous improvement accreditation.
We are proud to be a Disability Confident Committed employer. If you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire. One of our team will reach out to support you through your application process.
We want you to be the real you throughout our recruitment process. Sharing your diversity information helps us understand the reach and impact of our hiring practices, and build a workplace where all people can thrive and belong.
Our benefits
There’s more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.
When you join us, your reward will be one of the best around. This includes 40 days’ annual leave, a 16% employer pension contribution, a discretionary performance-based bonus (where applicable), private healthcare and a range of flexible benefits – including gym discounts, season ticket loans and access to an employee discount portal.
Our business
Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas – our vectors of growth – focused on our clients’ changing needs.
An inclusive way of working
Whatever way you like to work, if you have the talent and commitment to join our team, we’d like to hear from you.
At Aberdeen we’ve adopted a ‘blended working’ approach. This approach combines the benefits of face-to-face collaboration, coaching and connecting in our offices with the flexibility of working from home. It enables colleagues to find a balance that works for their roles, their teams, our clients and our business.
A culture where diverse perspectives drive our actions is at the core of who we are and what we do. If you need assistance with your application, or a reasonable adjustment to your interview arrangements – for example, because you are neurodivergent, or have a physical, sensory, cognitive, mental, visible or invisible disability – please let us know and we’ll be happy to help.
We’re committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.
If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.
Business Manager (Customer Experience) in Midlothian employer: Aberdeen Corporate Services Limited
Aberdeen Corporate Services Limited is an excellent employer, offering a supportive work culture that prioritises employee well-being and professional growth. With 40 days’ leave, a generous pension contribution, and opportunities for training and development in the vibrant city of Edinburgh, employees can thrive both personally and professionally while contributing to meaningful operational resilience initiatives.
Contact Details:
Aberdeen Corporate Services Limited Recruitment Team
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