At a Glance
- Tasks: Lead customer experience strategy and transform insights into impactful business decisions.
- Company: Join Quilter plc, a leading wealth management firm dedicated to brighter financial futures.
- Benefits: Enjoy 26 days holiday, private medical insurance, and a non-contributory pension scheme.
- Other info: Embrace diversity and collaboration in a dynamic, inclusive work environment.
- Why this job: Be a key player in shaping customer experiences and driving meaningful change.
- Qualifications: Proven leadership in customer experience and strong analytical skills required.
The predicted salary is between 60000 - 75000 £ per year.
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 ExCo 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 ExCo 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.
- Proven experience building and leading enterprise-scale, multidisciplinary teams in complex matrix organisations.
- Commercial and analytical acumen to balance customer outcomes, growth opportunities, digital adoption and business value.
- Strong risk awareness, governance oversight and ability to align customer strategy and delivery with regulatory expectations.
- Ability to collaborate across Product, Digital, Operations, Distribution, Marketing, Risk, Compliance and Technology to drive customer-led change.
- A strong track record of embedding insight into experience transformation, proposition development and enterprise prioritisation.
Inclusion & Diversity
We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.
Values
- Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
- Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
- Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
- Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.
Core Benefits
- Holiday: 182 hours (26 days)
- Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
- Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
- Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.
- Life Assurance: 4x your salary.
- Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
- Healthcare Cash Plan: Jersey employees only.
- In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.
Customer Experience & Insight Director in London employer: Quilter
Quilter is an exceptional employer located in the vibrant city of Southampton, offering a dynamic work culture that fosters collaboration and innovation. As a Wealth Sales Consultant, you will benefit from flexible working arrangements, comprehensive training, and opportunities for professional growth within the financial services sector. With a strong focus on employee well-being, including a robust pension scheme and medical insurance, Quilter is dedicated to supporting your career while ensuring a rewarding work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Insight Director in London
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
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Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Quilter. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Customer Experience & Insight Director in London
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Quilter.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Quilter's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Quilter
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Quilter.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Quilter will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Quilter employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
