Associate Director - Marketing (Client Experience) in London

Carne Group is looking for a highly experienced Client Experience Associate Director to lead and evolve the client experience strategy. This individual will play a critical role in embedding a Voice of the Client (VoC) approach across the full client lifecycle, ensuring client insights are systematically captured, analysed and acted upon. This role means working closely with executive stakeholders to strengthen client trust, improve retention and support long‑term, client‑led growth in a regulated financial services environment.

Minimum requirements for the role:

• Significant experience (5+ years) leading client or customer experience programmes in regulated B2B financial or professional services environments.
• Proven ownership of Voice of the Client or customer listening programmes, including closed‑loop feedback processes.
• Strong stakeholder management and influencing skills across complex, matrix organisations.
• Ability to translate qualitative and quantitative insights into clear actions and outcomes.
• Experience working directly with clients to understand and improve satisfaction.
• Comfortable operating at senior leadership level with strong communication skills.
• Familiarity with CRM systems and data‑led approaches (including AI‑supported analysis where relevant).
• Based in London with ability to engage stakeholders in person.

Your role and responsibilities:

• Client Experience & VoC Strategy: Define and lead the company's client experience strategy and the Voice of the Client programme across onboarding, servicing and renewal phases.
• Journey Mapping & Continuous Improvement: Lead client journey mapping, identify moments that matter and drive prioritised improvement initiatives across the business.
• Cross‑functional Leadership: Coordinate with Operations, Client Services, Product, Risk, Compliance, Legal, Business Development and Marketing to embed client experience improvements across all touchpoints.
• CX Governance & Reporting: Establish governance frameworks and deliver executive‑level insights to ensure client feedback informs strategic decision‑making.
• Performance & Insight: Define and track key CX metrics (e.g. NPS, CSAT, CES), linking improvements to commercial outcomes such as retention and client lifetime value.
• Client Advocacy & Issue Resolution: Act as a senior client advocate, escalating systemic issues and leading service recovery efforts where required.
• Cultural Transformation: Embed a client‑centric culture through coaching, standards and guidance to frontline and senior teams.
• Senior Stakeholder Engagement: Present insights and progress to senior leadership and Board‑level stakeholders.

Competencies required:

• Client‑Centric Mindset: Driven to understand client needs and deliver high‑quality outcomes in a regulated environment.
• Analytical & Structured Thinking: Strong ability to analyse client data and translate insights into actionable recommendations.
• Strategic Leadership: Able to define vision, influence stakeholders and drive change across the organisation.
• Collaboration & Influence: Builds strong relationships across functions and drives alignment to deliver outcomes.
• Adaptability: Adapts approach and responds effectively to different situations, people and new opportunities.
• Decision Making: Thoughtful, pragmatic and decisive in complex or time‑sensitive situations.
• Resilience: Persistent in driving improvements and ensuring delivery of CX initiatives.

We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.