b Overview /b p As a Customer Service Journey Lead, you own an end-to-end service journey and shape its today and future performance within Quilter’s journey-led operating model. You drive cross-functional collaboration to deliver customer, adviser, service and productivity outcomes across digital and non-digital channels. You combine customer insights, operational data and risk considerations to remove friction, modernise processes and improve commercial performance. This role offers broad exposure to end-to-end journey leadership, operational transformation and portfolio management in a dynamic, customer-centric setting. /p b Pay / Benefits /b ul li Holiday: 182 hours (26 days) /li li Quilter Incentive Scheme /li li Pension Scheme /li li Private Medical Insurance /li li Life Assurance: 4x salary /li li Income Protection: 75% of salary /li /ul b Responsibilities /b ul li Own end-to-end performance, optimisation and transformation of a selected customer service journey across channels, processes, platforms and teams /li li Lead the integrated run-and-change agenda balancing day-to-day service with longer-term modernisation and commercial improvement /li li Develop and deliver a journey improvement roadmap and backlog aligned to customer insight, regulatory requirements and commercial priorities /li li Drive simplification, re-engineering and reduction of friction, rework and legacy workarounds /li li Accelerate digitalisation, self-service, straight-through processing, automation and responsible use of AI to improve outcomes /li li Utilise customer insight, complaints and journey analytics to identify root causes and prioritise improvements /li li Lead a multidisciplinary journey squad across Operations, Product, Digital, Technology, Data, Change, Risk and Compliance /li li Define business outcomes and requirements for technology-enabled change and ensure benefits are embedded /li li Improve economic performance and scalability through productivity, cost to serve, digital adoption and capacity creation /li li Champion inclusive outcomes, embedding vulnerability, Consumer Duty, risk, conduct and control in journey decisions /li li Track and own realisation of benefits, escalating risks, dependencies and investment needs when required /li /ul b Key requirements /b ul li Experience owning or leading a complex end-to-end customer or operational journey across multiple disciplines /li li Strong operational and change-delivery background with ability to integrate run and improvement priorities /li li Process improvement, re-engineering, digital delivery or service transformation capability /li li Proven ability to lead across disciplines and balance end-to-end trade-offs /li li Curiosity and constructive challenge with focus on improving customer outcomes /li li Strong data literacy and evidence-led decision-making /li li Commercial judgement balancing outcomes, growth, efficiency, risk and regulation /li li Experience managing backlogs, dependencies and delivery trade-offs /li li Wealth management or regulated environment experience desirable /li /ul ul li curiosity /li li collaboration /li li customer focus /li li op‑tech journey management /li li data analytics /li li regulatory compliance awareness /li /ul
Customer Service Journey Lead employer: Quilter
Quilter plc is an exceptional employer, offering a dynamic work environment in London where innovation and collaboration thrive. With a strong commitment to employee growth, you will have the opportunity to engage with diverse teams and contribute to strategic initiatives within the asset management division. Our inclusive culture, comprehensive benefits package, and focus on integrity and curiosity make Quilter a rewarding place to build your career.
