Customer Experience & Insight Director

Quilter • London, VA

15h

About The Position

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.

Requirements

• 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.
• 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.
• 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.

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.

Benefits

• Holiday: 182 hours (26 days)
• Quilter Incentive Scheme
• Pension Scheme
• Private Medical Insurance
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed