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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer experience and service design, with a strong focus on journey ownership, operational performance, and transformation delivery. Proficient in leading multidisciplinary teams and implementing AI-enabled capabilities within regulated environments.
Highest-signal resume keywords
Customer Experience And Service DesignEnd-To-End Customer And Adviser Journey OwnershipAgile And Product-Led DeliveryTransformation Delivery And Change LeadershipAutomation And AI-Enabled Capability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational Performance ManagementContinuous ImprovementProcess OptimisationGovernance, Risk And Control FrameworksInvestment Case DevelopmentKPI And OKR MonitoringJourney ManagementService DesignDigital Servicing ModelsCommercial Prioritisation
Soft Skills
Senior Stakeholder InfluenceLeadershipCollaborationAccountabilityProblem Solving
Tools & Technologies
AI-Enabled CapabilitiesAutomation SolutionsDigital PlatformsCustomer Data AnalyticsJourney Improvement Backlogs
Industry Keywords
Consumer DutyWealth ManagementFinancial ServicesRegulated EnvironmentsSelf-Service Design
About the role
Key responsibilities & impact- Own the strategy, performance and transformation of Quilter’s Affluent customer and adviser journeys
- Create 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 competing objectives
- Define and monitor end-to-end journey KPIs, OKRs and outcome measures
- Use customer, adviser, service and operational data to identify priorities and risks
- Govern prioritised journey-improvement backlogs and build investment cases
- Partner with Product, Digital, Technology and Change teams on execution and benefits realisation
- Lead simplification, standardisation, optimisation, automation, AI-enabled capabilities and straight-through processing
- Establish frameworks for human intervention, escalation, monitoring and governance for automation
- Translate customer and adviser insight into prioritised delivery
- Embed Consumer Duty, vulnerability, accessibility and inclusive design
- Work with Risk, Compliance and Control teams and provide executive reporting
- Lead and develop Journey Leads and multidisciplinary squads
- Build capability in journey management, service design, continuous improvement, agile delivery and AI-enabled transformation
- Act as a senior leader across Operations, Digital, Technology, Product, Risk and Customer Experience
Requirements
What you’ll need- Proven record of improving complex customer and adviser journeys and services
- 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
- Desirable: wealth management, platform, advice or broader financial services experience
- Desirable: implementation of automation or AI-enabled servicing solutions
- Desirable: leadership of large-scale operational or service transformation
- Desirable: understanding of digital servicing economics and self-service design
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 via salary deduction