Client Experience Director

The Client Experience Director is responsible for driving a deep understanding of client needs and measuring how our current delivery of client experience supports those needs, in order to develop marketing plans that increase share of wallet, referrals, and retention through enhanced client engagement. The role involves partnering with the wider business in developing and executing client experience initiatives, including leading the Vulnerable Clients project, to further enhance client service and support our growth strategy. The ideal candidate is a strategic and analytical thinker with a strong understanding of client needs, market trends, and consumer behavior, capable of building senior-level relationships and implementing impactful client experience initiatives.

Responsibilities include:

1. Client Engagement Strategy: Collaborate with senior stakeholders to create and implement strategies that support growth, increase wallet share, referrals, and retention.
2. Client Feedback: Analyze feedback to identify improvement areas, ensure timely delivery of insights, and shape programs to meet commercial goals.
3. Marketing Strategy: Contribute to developing marketing campaigns that boost client engagement and support growth objectives.
4. Measurement: Define and monitor KPIs related to client experience, analyze data, and provide actionable recommendations.
5. Leadership: Oversee client care activities, provide guidance, and foster a culture of excellence across the organization.

Key Skills and Experience:

• Proven experience in client experience marketing with a track record of successful campaigns.
• Ability to oversee client care programs and achieve measurable commercial improvements.
• Strong analytical and strategic thinking skills, with practical problem-solving abilities.
• Excellent communication and leadership skills.
• Experience working collaboratively across teams and engaging senior stakeholders.
• Knowledge of current client experience practices and innovative technologies.

Additional Responsibilities:

Lead the Vulnerable Clients project and serve as a Vulnerable Client Champion, understanding client needs in vulnerable circumstances, implementing policies, delivering training, and enhancing data management to support good outcomes and compliance.

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