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- Tasks: Transform client experiences by leading service design and improving every touchpoint.
- Company: Join Rathbones, a leader in wealth management with a focus on client satisfaction.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real impact on client journeys and drive business growth through innovative service standards.
- Qualifications: Experience in CX/SX leadership and collaborative design tools like Miro and Figma.
- Other info: Lead a dynamic team and influence change across a large organisation.
The predicted salary is between 72000 - 108000 ÂŁ per year.
Transform how clients experience Rathbones by taking end‑to‑end ownership of the client journey across every touchpoint, channel and service standard to consistently deliver good client outcomes. You will lead the Service Experience agenda by working shoulder‑to‑shoulder with client‑facing colleagues, spending real time in the business to live and breathe the journeys as they do. Through collaborative service design expertise and pragmatic cross‑functional delivery, you will orchestrate the diagnosis, design and implementation of experience improvements and service standards that drive client satisfaction, retention and business growth. Leading a team that creates coherent, frictionless client journeys, you will work across the organisation to embed service design principles and ensure Rathbones delivers consistent, measurable and high‑quality service.
Outcomes of the Role - What You’ll Do
- Act as the enterprise owner of the holistic client experience from onboarding through ongoing service.
- Design, measure and continually improve journeys and service standards.
- Establish and evolve clear service standards that define what “good” looks like across key journeys and touchpoints.
- Embed service standards into operational processes through close collaboration with frontline teams.
- Ensure that good client outcomes are integrated into design, delivery and change activity.
- Work in deep partnership with client‑facing teams, including advisors, service teams and operations.
- Sit alongside colleagues to understand real‑world challenges, pain points and opportunities.
- Shadow interactions and participate in daily workflows to bring frontline insight into design priorities.
- Build credibility by ensuring service standards and improvements reflect operational realities.
- Drive collaboration with third‑party partners, data and analytics, change and transformation, and digital product teams.
- Influence senior leaders to adopt Service Experience principles and incorporate service standards into business design and regulatory programmes.
- Facilitate enterprise alignment on journey ownership, service standards and target experiences.
- Lead a team of three Service Designers focused on end‑to‑end journey design, service standards and continuous improvement.
- Provide virtual leadership across distributed teams to break down silos and ensure consistent, standards‑aligned experiences.
- Build collaborative relationships across organisational boundaries to embed service design practice and shared accountability.
- Balance ambition with operational and technological realities.
- Translate insights into actionable design decisions that enhance client experience and colleague efficiency.
- Work closely with technology, digital and operational teams to ensure changes are practical, implementable and aligned with business priorities.
- Partner with insights and data teams to implement meaningful measurement frameworks for journeys, service standards and outcome delivery.
- Establish practical metrics demonstrating ROI, client value and alignment with client‑outcomes expectations.
- Embed ongoing monitoring of service standards and continuous improvement processes across the organisation.
Knowledge, Skills and Experience
- Collaborative & virtual leadership experience.
- Senior Business Designer or Head of CX/SX experience with proven ability to lead virtually and influence across complex enterprise environments, preferably in Wealth Management, Asset Management, or Financial Services.
- Track record of leading CX/SX functions through collaborative partnerships that deliver pragmatic business outcomes.
- Experience leading virtual teams and driving practical CX/SX programmes across large, distributed organisations with cross‑functional, matrix style leadership capabilities.
- Proficiency in collaborative design tools (Miro, Figma) with ability to facilitate virtual cross‑team workshops.
- Practical experience with digital ecosystems including Salesforce, CRM, and MarTech solutions.
- Balanced expertise in information architecture, interaction design, visual design, and prototyping with focus on feasible implementation.
- Exceptional virtual leadership and stakeholder management skills with ability to build consensus and drive decision‑making across diverse, distributed groups.
- Talent for translating customer insights into actionable, implementable business strategies across enterprise functions.
- Strong collaborative mindset - actively seeks input, builds on others' ideas, and creates shared ownership of solutions.
- Pragmatic problem‑solving - balances ideal outcomes with practical constraints, focuses on deliverable improvements over perfect solutions.
- Enterprise leadership capability - influences and leads across organisational boundaries without formal authority.
Head of Service Experience employer: Rathbone Brothers
Contact Detail:
Rathbone Brothers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Experience
✨Tip Number 1
Get to know the company inside out! Research Rathbones, their values, and their service experience approach. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to service experience and client satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Head of Service Experience
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Service Experience role. Highlight your experience in client journey design and service standards, showing us how you can transform client experiences at Rathbones.
Showcase Your Leadership Skills: We want to see your collaborative and virtual leadership experience shine through. Share examples of how you've led teams and influenced stakeholders in complex environments, especially in financial services.
Be Data-Driven: Demonstrate your ability to use analytics and measurement frameworks in your application. We love candidates who can show how they've used data to drive improvements in client satisfaction and service delivery.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity.
How to prepare for a job interview at Rathbone Brothers
✨Know the Client Journey Inside Out
Before your interview, dive deep into understanding the client journey at Rathbones. Familiarise yourself with their service standards and think about how you can enhance them. Be ready to discuss specific touchpoints and how you would improve client experiences based on real-world challenges.
✨Showcase Your Collaborative Spirit
This role is all about working shoulder-to-shoulder with client-facing colleagues. Prepare examples of how you've successfully collaborated in the past, especially in cross-functional teams. Highlight your ability to build relationships and influence others without formal authority.
✨Bring Data to the Table
Rathbones values analytics and continuous improvement. Be prepared to discuss how you've used data to measure success in previous roles. Think about metrics you've implemented and how they demonstrated ROI or improved client satisfaction.
✨Demonstrate Pragmatic Design Thinking
As a Head of Service Experience, you'll need to balance ambition with practicality. Prepare to share examples of how you've translated insights into actionable design decisions. Discuss your experience with collaborative design tools and how you've facilitated workshops to drive service improvements.
