Customer Experience & Insight Director - Quilter

About the Business

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

Quilter plc oversees £134.8 billion in customer investments (as at 30 September 2025).

It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management.

The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.

High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning - offering a highly personalised service to private clients, charities, trustees, and professional partners.

Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

At Quilter we never stand still.

Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.

Our business is transforming, continually modernising, and becoming even more customer centric.

So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it\'s the perfect time to join us!

About the Role

A pivotal enterprise leadership role, reporting to the Chief Customer Officer, responsible for defining how Quilter understands customer needs and turns insight into better experiences, stronger outcomes and smarter business decisions.

Leading a newly established function spanning customer experience, research, insight, analytics, digital experience, correspondence, inclusion and vulnerability, you will create a single, enterprise-wide view of customer needs and priorities.

You will champion customer-led, evidence-based decision-making across proposition development, change, governance and strategic investment, helping deliver Quilter\'s ambition to be a true Customer Champion.

Key Responsibilities

• Define and deliver Quilter\'s customer experience and insight strategy, driving the Customer Champion agenda across the Group.
• Provide Ex Co and the Board with a single, evidence-based view of customer needs, behaviours, outcomes and emerging trends.
• Lead Customer Champion and Operating Model OKRs, ensuring clear links between customer outcomes, strategic priorities and business performance.
• Drive end-to-end journey improvement, focusing investment on the moments that matter most to customers and the business.
• Turn customer research, behavioural insight and analytics into actionable recommendations that improve outcomes and inform strategic decisions.
• Own customer communications and digital experiences, ensuring they are clear, accessible, inclusive and compliant.
• Embed inclusion, vulnerability and Consumer Duty principles across customer journeys, propositions and servicing models.
• Lead customer-focused governance and reporting, highlighting risks, opportunities and performance insights.
• Build and inspire a high-performing multidisciplinary team, partnering across Product, Digital, Operations, Distribution, Marketing, Risk and Technology.

About You

You are a credible enterprise leader with the judgement, presence and influencing skills to operate at Board and Ex Co level, challenge constructively, and shape decisions where customer outcomes, experience integrity or strategic alignment are at stake.

• Technical proficiency: Customer journey mapping, diagnostic insight and redesign across complex end-to-end journeys.
• Advanced qualitative and quantitative research methods, including behavioural science, segmentation, ethnography and attitudinal research.
• Behavioural analytics and data literacy, including propensity modelling, attrition analysis, lifetime value and experience driver analysis.
• Experience design, service design and UX methods, including accessibility and usability standards across digital and non-digital channels.
• Customer correspondence and content design, voice of customer platforms, NPS and satisfaction measures, and customer outcome reporting.
• Strong understanding of customer vulnerability frameworks, inclusive design, Consumer Duty and customer outcome reporting requirements.
• Ability to embed customer testing, experimentation, iterative design and evidence-led prioritisation into delivery and decision making.
• Business skills and expertise: Strategic customer-led thinking, with the ability to set and lead an enterprise-wide experience, research and insight agenda.
• Deep understanding of wealth management customer needs, journeys, adviser models and the regulated environment.
• Proven ability to shape senior decision making through clear narratives, sound judgement, strong recommendations and constructive challenge.
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