Director of Customer & Adviser Journeys

Quilter • London, VA

8d

About The Position

The Director of Customer & Adviser Journeys is accountable for the end-to-end performance, optimisation and transformation of Quilter’s Affluent customer and adviser journeys. This newly created role brings customer and adviser journeys together under a single leader, creating clear accountability for prioritisation, performance, and outcomes. The role translates customer and adviser insight into tangible improvements and aligns priorities across Operations, Digital, Technology, Product, Risk and Customer Experience.

Working through Journey Leads and multidisciplinary squads, the role defines journey strategies, roadmaps and improvement priorities, balancing customer outcomes, adviser experience, operational efficiency, regulation and commercial value. A key element is to lead the evolution towards increasingly automated, AIenabled and straight-through-processed journeys, with clear human hand-offs, controls and evidence of improved outcomes.

Requirements

• End-to-end customer and adviser journey ownership.
• Customer experience and service design.
• Operational performance and cost-to-serve management.
• Consumer Duty and regulated environments.
• Continuous improvement and process optimisation.
• Transformation delivery and change leadership.
• Agile and product-led delivery.
• Automation, AI-enabled capability and digital servicing models.
• Commercial prioritisation and investment case development.
• Senior stakeholder influence and governance, risk and control frameworks.
• Commercially minded, customer- and adviser-focused transformation leader with a proven record of improving complex journeys and services.
• Strategic thinking with pragmatic delivery.
• Comfortable where accountability is shared across multiple teams.
• Strong operational credibility.
• Excellent stakeholder management.
• Judgement to balance customer outcomes, adviser needs, regulation, service performance and commercial objectives.
• Intellectually curious about emerging technology.
• Ability to lead the safe use of automation and AI to improve outcomes.

Nice To Haves

• Wealth management, platform, advice or broader financial services experience.
• Implementation of automation or AI-enabled servicing solutions.
• Leadership of large-scale operational or service transformation.
• Understanding of digital servicing economics and self-service design.

Responsibilities

• Own strategy, performance and transformation across all defined customer and adviser journeys.
• Create clear accountability for outcomes across functions, channels, products, systems and teams.
• Define target-state experiences, operating models and multi-year roadmaps.
• Establish journey governance and resolve conflicts where competing objectives exist.
• Escalate barriers, ownership gaps and delivery risks affecting outcomes.
• Define and monitor end-to-end journey KPIs, OKRs and outcome measures.
• Track customer, adviser, service and operational performance, including satisfaction, NPS, complaints, effort, service performance, journey time, rework and failure demand.
• Use insight, complaints, operational data and outcome evidence to identify priorities and emerging risks.
• Ensure reporting drives clear action, ownership and measurable improvement.
• Own the customer and adviser journey improvement portfolio and govern prioritised backlogs.
• Build robust cases for investment and make transparent trade-offs between outcomes, efficiency, regulation and delivery capacity.
• Partner with Product, Digital, Technology and Change teams to ensure successful execution and benefits realisation.
• Lead simplification, standardisation and optimisation of customer and adviser journeys.
• Drive appropriate adoption of automation, AI-enabled capabilities and straight-through processing.
• Build a roadmap towards increasingly digital, self-service and AI-enabled servicing.
• Establish clear frameworks for human intervention, escalation, monitoring and governance where automation is deployed.
• Ensure investment decisions support journey outcomes and deliver measurable service, efficiency and risk benefits.
• Strengthen the link between journey priorities, operational performance and cost-to-serve economics.
• Partner closely with the Customer Experience & Insight Director to translate insight and experience standards into prioritised delivery.
• Use customer, adviser and operational evidence to influence strategic decisions and validate outcomes.
• Maintain clear decision rights between experience and insight, journey ownership and operational execution.
• Maintain effective governance over journey performance, priorities and delivery commitments.
• Ensure customer and adviser outcome risks are identified, understood and managed.
• Embed Consumer Duty, vulnerability, accessibility and inclusive design in journey decisions.
• Work closely with Risk, Compliance and Control teams and provide clear executive reporting on outcomes and emerging risks.
• Lead and develop Journey Leads and multidisciplinary squads.
• Build capability in journey management, service design, continuous improvement, agile delivery and AI-enabled transformation.
• Create a high-performing culture focused on collective outcomes rather than functional silos.
• Act as an influential senior leader across Operations, Digital, Technology, Product, Risk and Customer Experience.

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