Senior Client Experience & Delivery Manager in Croydon

This is an exciting opportunity to join Isio’s fast growing Employee Benefits business, which spans strategic benefit design, workplace health & wellbeing consulting, DC pensions, benefits technology and employee engagement & support. We are seeking a highly organized, self‑starting and detail oriented Senior Client Experience & Delivery Manager. The role is part of Isio’s Benefits Technology team, which is focussed on delivering innovative and impactful technology solutions to clients. This role is ideal for someone with experience in the flexible benefits technology industry, looking to work in a fast‑paced and agile environment, and enjoys delighting clients.

What does the role entail?

• Develop and drive the end‑to‑end delivery experience – from the onboarding of the client through to exit plan/termination.
• Driving best practice and process improvement across the Benefits Technology teams.
• Plan overall client timetable and delivery schedules across all clients including scheduling resources to ensure deadlines are met.
• Lead on design and creation of optimal delivery processes (people, technology, communication).
• This includes leading/designing workshops to understand the client’s business and benefit structures, translating client requirements into build specifications and delivering testing and assurance processes.
• Provide consulting on platform technical capabilities and the best way to achieve client goals.
• Oversee the program and project management methodology for all stages of the project and ensure implementation best practices are maintained throughout the project delivery lifecycle.
• Assess and drive implementation of supportive/assistive technology to deliver efficacy and efficiency e.g. helpdesk ticketing systems, testing technology.
• Work with the Product Lead and Product Managers to drive innovation and change on the client platform to deliver efficacy and efficiency while ensuring minimal client interruption and impact.
• Create and monitor Service Level Agreements.
• Act as a client escalation point for any technical queries or issues.
• Play a key role in developing a new Target Operating Model to enable the team to scale rapidly, identifying options for on, near and offshore.
• Identify team development gaps and opportunities to drive continuous learning and improvement.
• Work with, and lead Isio colleagues responsible for consulting, implementing, configuring/building, testing and administering the platform.
• Provide methodology and appropriate standards for User Acceptance Testing and coordinate issue resolution.
• Develop and mentor junior colleagues.

What We’re Looking For

• Demonstrable, proven experience working with flexible benefits or similar employee benefits platforms.
• Agile PM, Prince2 or equivalent qualifications.
• Strong understanding of the human capital market ecosystem, including UK benefits, HR solutions, and Payroll systems.
• Excellent organisational and people management skills.
• Experience of team set up, development and operational management preferred (including good knowledge of different operating models).
• Excellent analytical and problem‑solving skills.
• Ability to manage multiple tasks and work to deadlines in a fast‑paced environment.

Behaviours & Competencies

• Client focused approach with a commitment to high quality delivery and experience.
• Clear and confident communicator with technical and non‑technical stakeholders.
• Ability to manage complex escalations from senior stakeholders.
• Proactive, adaptable, and curious about improving systems and processes.
• Able to work independently while contributing effectively to a team.

Why Join Isio

Isio is a fast‑growing professional services business that offers career development through an evolving client base, diverse and meaningful work, nationwide opportunities, and a culture that rewards high performance and accountability. We hold ourselves to the highest standards and our values guide how we advise our clients, how we operate as a business and how we work together as a team. We call it the Isio Attitude. We encourage our people to be bold, communicate with conviction, and deliver advice that matters. Here, growth brings opportunity – more responsibility, more clients, and work that stretches and develops you. We invest in training and development so you can expand your skills and explore different career paths across diverse markets to make your mark. Isio is a place to realise your potential and build a career with impact.

About Isio

A progressive advisory firm, partnering with clients of all sizes to deliver expertise in pensions, employee benefits and wealth advisory services. Working with pension trustees, employers, individuals, families and their offices, we are supported by talented colleagues across 10 UK offices. With a Big 4 heritage we combine a strong focus on quality with a fresh perspective challenging traditional thinking. Our culture shapes our work; we foster a supportive environment where we develop our people to grow and fulfil their potential. We invest in our services, products and technology, and provide clear, expert solutions for our clients. This brings clarity, confidence, and better outcomes for everyone.

At Isio, we are committed to fostering an inclusive, equitable and diverse workplace, in which our colleagues feel they belong, regardless of background or difference. We uphold the values of respect, fairness, and inclusion in our actions and decisions. We believe that by adhering to these principles, we will create a stronger, more innovative, and supportive environment for all, as well as ensuring that the advice and support we provide to our clients is more creative, more insightful and leaves a lasting impact.

We can offer a hybrid, flexible approach to work, supporting a work‑life balance that works for you. Isio Group is an equal opportunities employer, and we welcome applications from all suitably qualified candidates. If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please ask us hrrecruitment@ISIO.com.