Client Experience Manager

Client Experience ManagerThe RoleThis is a newly created role.There isn''t a fixed blueprint, but there is a clear objective.Improve clients experience, end to end.You will work closely with senior leadership to identify where client journeys fall short, challenge existing processes, and drive improvements that lead to better outcomes.This role sits across operations, change, and client experience. It requires someone who can bring those elements together.What You''ll Be DoingReview and improve end to end client journeysIdentify gaps, risks, and friction points using data, feedback, and MIDrive improvements aligned to Consumer Duty and client outcomesAct as the voice of the client across projects and operationsSupport testing of communications, processes, and accessibilityWork across teams to implement and embed changeWhat We''re Looking ForYou do not need to have done this exact role before.But you will have experience across some of the following:Client experience, client services, or customer journey improvementRegulated financial services such as wealth or investment, as well as identify vulnerable clientsFCA frameworks such as Consumer Duty, TCF, COBS, or PRODProcess improvement, change, testing, or operational developmentUsing data, MI, or KPIs to support decision makingMost importantly, you will be able to:See where things do not work for clientsChallenge itImprove itBring others with youImportantThis role is focused on client outcomes and process improvement.It is ..... full job details .....