Customer Service Journey Lead

Quilter

. Own the end-to-end performance, optimisation and transformation of an assigned customer service journey across digital and non-digital channels, processes, platforms and teams .

Posted 10/15/2026full-timeLondon • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading end-to-end customer service journeys, focusing on performance optimization, process improvement, and digital transformation. Capable of integrating operational insights with regulatory requirements to drive measurable business outcomes and enhance customer experience.

Highest-signal resume keywords

End-To-End Customer Journey ManagementProcess Improvement and Re-EngineeringData Literacy and Evidence-Led Decision-MakingOperational Change DeliveryFinancial Services Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance OptimizationDigital TransformationJourney AnalyticsService TransformationAutomationSelf-Service ImplementationRegulatory ComplianceBacklog ManagementProcess Re-EngineeringOperational Data Analysis

Soft Skills

Strong CuriosityConstructive ChallengeLeadership Across DisciplinesBalanced Trade-Off Decision-Making

Industry Keywords

Wealth ManagementFinancial ServicesConsumer DutyRisk ManagementOperational Excellence

About the role

Key responsibilities & impact

Own the end-to-end performance, optimisation and transformation of an assigned customer service journey across digital and non-digital channels, processes, platforms and teams
Lead the integrated run-and-change agenda, balancing day-to-day service performance with modernisation and commercial improvement
Develop and deliver the journey improvement roadmap and backlog
Translate customer insight, operational evidence, regulatory requirements and commercial priorities into measurable activity
Drive simplification, process re-engineering, digitalisation, self-service, automation and responsible AI use
Use complaints, operational data and journey analytics to identify root causes and prevent recurring service issues
Lead a multidisciplinary journey squad across Operations, Product, Digital, Technology, Data, Change, Risk and Compliance
Define business outcomes and requirements for technology-enabled change and embed measurable benefits
Improve productivity, cost to serve, digital adoption, capacity and journey scalability
Embed vulnerability, Consumer Duty, risk, conduct and control requirements
Track benefits and escalate material risks, dependencies and investment decisions

Requirements

What you’ll need

Experience owning or leading a complex end-to-end customer, service or operational journey
Credible experience across proposition, operations, customer experience, digital, technology, data and change disciplines
Strong operational and change-delivery experience, integrating run and improvement priorities
Process improvement, re-engineering, digital delivery or service transformation capability
Ability to lead across disciplines, join up functional perspectives and make balanced trade-offs
Strong curiosity and constructive challenge
Strong data literacy and evidence-led decision-making
Commercial judgement balancing outcomes, growth, efficiency, risk and regulation
Experience managing backlogs, dependencies and delivery trade-offs
Wealth management, financial services or another regulated environment experience is desirable
Relevant professional qualifications may be beneficial but are not essential

Benefits

Comp & perks

182 hours holiday (26 days)
Quilter Incentive Scheme; all employees are eligible to participate
Non-contributory company pension scheme, boostable through personal contributions
Private Medical Insurance, with options to include partner or children
Life Assurance at 4x salary
Income Protection at 75% of salary, less state benefits, payable after 26 weeks of absence
Healthcare Cash Plan for Jersey employees only
Flexible benefits for UK employees, payable via salary deduction