Client Experience Director
Client Experience Director
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Job Description
We are open on candidate location
What will you be doing
The Client Experience Director is responsible for driving a deep understanding of client needs and measuring how our current delivery of client experience supports those needs in order to develop marketing plans that increase share of wallet referrals and retention through enhanced client engagement as well as partnering with the wider business in the development and execution of client experience initiatives including leading the project on Vulnerable Clients to further enhance our client service and support our commercial growth strategy. This role requires a strategic and analytical thinker with a deep understanding of client needs regulatory developments market trends and consumer behaviour an ability to work collaboratively and build strong relationships at a senior level across the financial services business and a track record of cross functional partnering to implement client experience initiatives and marketing plans with a demonstrable impact on commercial success.
As the Client Experience Director your responsibilities will include among others
Client Engagement Strategy: Work with senior stakeholders in the business to create and implement a client engagement strategy that supports our commercial growth plan increasing share of wallet referrals and retention.
Client Feedback: Collect and analyse client feedback through our client care programme to identify specific and thematic areas for improvement and work with senior stakeholders across the business to ensure that feedback is delivered in a timely and actionable way. Review and shape that programme to maximise its impact on our commercial goals. Partner with senior stakeholders in shaping the short and longterm plans for responding to that feedback.
Feed into the Marketing Strategy Development and Campaign Management: that increase client engagement and support our commercial growth plan by driving share of wallet referrals and retention.
Measurement: Define monitor and analyse key performance indicators related to client experience performance and measure effectiveness and make datadriven recommendations.
Leadership: Lead overseeing client care and client experience activity providing guidance and support whilst also being a leader across the wider organisation driving a positive cando culture of excellence.
Key Skills and Experience
Proven experience in client experience marketing track record of delivering client focused campaign activity to increase client engagement.
Proven ability to oversee client care programmes and drive measurable improvements in commercial goals as a result.
Highly analytical and strategic thinker with practical problemsolving skills expert in communicating research findings in understandable and actionable ways and problem solving in the face of imperfect data.
Excellent communication and leadership skills.
Ability to work collaboratively with crossfunctional teams navigate complexity and build positive relationships with senior stakeholders and a track record of cross functional delivery.
Deep knowledge of established and new client experience thinking and practices with an appetite for innovation and an up to date understanding of the possibilities new technologies can offer.
Lead the Evelyn Partners Vulnerable Clients project and be a Vulnerable Client Champion. This includes:
Having a good understanding of the requirements to support Clients in Vulnerable circumstances. Implementing policies and procedures delivering training improving the data and management information to support deliver good client outcomes and evidence compliance.
Qualifications :
University education a plus but not essential
Marketing or client experience management qualifications and regulatory knowledge helpful but not essential.
Evidence of curiosity and expertise about the latest client experience developments (eg an active LinkedIn profile showing engagement with this kind of content)
Additional Information :
As a colleague here at Evelyn Partners you will have access to benefits that include
Competitive salary
Private medical insurance
Life assurance
Pension contribution
Hybrid working model (role dependent)
Generous holiday package
Option to purchase additional holiday
Shared parental leave
Fully funded training towards professional qualifications
Cycle to work scheme
Season ticket loan
Eye care support
We believe that diverse perspectives and experiences are the cornerstone of our success. At Evelyn Partners youll find an inclusive environment where everyone feels valued and supported. Our commitment to diversity equity and inclusion is evident in our active employee resource groups and ongoing initiatives. Were dedicated to creating a workplace where you can thrive and reach your full potential.
We are committed to providing reasonable adjustments throughout the application process. Please dont hesitate to discuss your needs with your recruiter.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
