At a Glance
- Tasks: Enhance client experiences by identifying gaps and driving improvements across operations.
- Company: Join a forward-thinking financial services firm focused on client satisfaction.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with the chance to shape client experiences and drive meaningful change.
- Why this job: Be the voice of the client and make a real difference in their journey.
- Qualifications: Experience in client services or customer journey improvement is a plus.
The predicted salary is between 45000 - 55000 € per year.
This is a newly created role. There isn't a fixed blueprint, but there is a clear objective: improve clients' experience, end to end. You will work closely with senior leadership to identify where client journeys fall short, challenge existing processes, and drive improvements that lead to better outcomes. This role sits across operations, change, and client experience. It requires someone who can bring those elements together.
What You'll Be Doing:
- Review and improve end to end client journeys
- Identify gaps, risks, and friction points using data, feedback, and MI
- Drive improvements aligned to Consumer Duty and client outcomes
- Act as the voice of the client across projects and operations
- Support testing of communications, processes, and accessibility
- Work across teams to implement and embed change
What We're Looking For:
You do not need to have done this exact role before. But you will have experience across some of the following:
- Client experience, client services, or customer journey improvement
- Regulated financial services such as wealth or investment, as well as identifying vulnerable clients
- FCA frameworks such as Consumer Duty, TCF, COBS, or PROD
- Process improvement, change, testing
Client Experience Manager employer: Shillito Group
As a Client Experience Manager at our company, you will be part of a dynamic and innovative team dedicated to enhancing client satisfaction and driving meaningful change. We pride ourselves on fostering a collaborative work culture that values employee input and encourages professional growth through continuous learning opportunities. Located in a vibrant area, our company offers unique advantages such as flexible working arrangements and a commitment to employee well-being, making it an excellent place for those seeking a rewarding career in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Client Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work in client experience or financial services. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience in improving client journeys. This will help you stand out during interviews and demonstrate your ability to drive change.
✨Tip Number 3
Be proactive! Don’t just wait for job postings. Reach out directly to companies you admire, like us at StudySmarter, and express your interest in the Client Experience Manager role. You never know what opportunities might pop up!
✨Tip Number 4
Stay updated on industry trends! Follow relevant blogs, podcasts, and forums to keep your knowledge fresh. This will not only prepare you for interviews but also show potential employers that you're genuinely passionate about client experience.
We think you need these skills to ace Client Experience Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Client Experience Manager role. Highlight your relevant experience in client services and process improvement, and show us how you can bring those elements together to enhance client journeys.
Showcase Your Data Skills:Since this role involves identifying gaps and friction points using data, don’t forget to mention any experience you have with data analysis or feedback collection. We want to see how you can leverage insights to drive improvements!
Be the Voice of the Client:In your application, emphasise your understanding of client needs and how you've acted as their advocate in previous roles. We’re looking for someone who can genuinely represent the client's perspective across projects and operations.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the role. We can’t wait to hear from you!
How to prepare for a job interview at Shillito Group
✨Know the Client Journey Inside Out
Before your interview, take some time to familiarise yourself with the client journey in regulated financial services. Understand common pain points and think about how you would improve them. This will show that you’re proactive and ready to tackle the challenges of the role.
✨Bring Data to the Table
Since this role involves identifying gaps and risks using data, be prepared to discuss specific examples where you've used data to drive improvements in client experience. Highlight any metrics or outcomes that demonstrate your impact, as this will resonate well with the interviewers.
✨Show Your Collaborative Spirit
This position requires working across teams, so be ready to share examples of how you've successfully collaborated with different departments in the past. Emphasise your ability to bring people together to achieve a common goal, as this is crucial for implementing change.
✨Understand Regulatory Frameworks
Brush up on FCA frameworks like Consumer Duty and TCF. Being able to discuss these concepts confidently will show that you understand the regulatory landscape and can navigate it effectively, which is essential for improving client outcomes.
