Client Journey Manager
Client Journey Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Job Title: Client Journey Manager
Contract Type: Permanent
Location: London
Working style: 50% Hybrid - home/office based
Closing date: 14th August 2025
Were looking for a Client Journey Manager to help shape and enhance the end-to-end client experience at RLAM.
As Client Journey Manager you will lead optimisation of the end-to-end client journey covering multiple client sectors deep diving into key touch points such as the sales pitch onboarding and reporting - ensuring they are seamless engaging and aligned with commercial goals.
This role is pivotal in turning client insights into actionable improvements embedding a client-first mindset across teams and driving measurable gains in satisfaction retention and advocacy.
About the role
- Lead the mapping of key client journeys (e.g. Sales Enablement onboarding reporting servicing) to identify pain points moments of truth and opportunities for improvement.
- Use qualitative and quantitative data (e.g. surveys CRM data interviews) to inform journey design and prioritisation of enhancements.
- Work closely with distribution operations marketing digital and technology teams to align and prioritise journey improvements with business goals and client needs with a commercial focus
- Support the creation of clearly defined business cases with well-articulated Client and Business outcomes and requirements that can be understood by stakeholders. Analyse and evaluate operational processes supporting the delivery of our proposition producing documentation of current and target state as required.
- Define baseline metrics for Client Experience performance (e.g. satisfaction conversion retention) and regularly report on progress to stakeholders.
- Establish mechanisms to continuously gather and act on client feedback ensuring the voice of the client is embedded in decision-making.
- Partner with digital teams to enhance online and mobile experiences ensuring consistency and ease of use across platforms.
- Support the rollout of journey improvements through effective communication education and stakeholder engagement.
- Communicate key research findings in context of our Client and Commercial strategy in an engaging format.
About you
- Experience in client experience service design or customer journey management ideally within asset management or financial services.
- Strong understanding of client lifecycle stages and key touchpoints in B2B or B2C financial environments.
- Proficiency in journey mapping tools (e.g. Miro Smaply Lucidchart) and data analysis platforms (e.g. Excel Power BI Tableau).
- Excellent communication and stakeholder management skills.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Familiarity with agile methodologies and continuous improvement frameworks
About Royal London Asset Management
Royal London Asset Management (RLAM) part of the Royal London Group is one of the UKs leading fund management companies working with a wide range of clients across the globe to achieve their investment goals. Our long-term client-driven focus means that we have a long-standing commitment to responsible investment. We act as responsible stewards of our clients capital exercising their rights and influencing positive change.
Weve always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits
Inclusion diversity and belonging
Required Experience:
Manager
Employment Type
Full Time
