Head of Customer Experience

About the role

The Head of Customer Experience will lead the design and execution of the client experience value proposition for a leading financial services and investment firm. This senior leader will champion a client‑first culture and drive transformation across all touchpoints of the advisor and client journey.

Key responsibilities

• Research and assess current and future client experience strategies for retail and institutional propositions.
• Analyse competitor landscapes, customer feedback and data to identify improvement areas, boost retention, reduce churn and generate referrals.
• Act as the ultimate client advocate, building a 360‑degree view of client needs, expectations and perceptions.
• Partner with cross‑functional teams, including channel teams, IFAs and business units, to ensure seamless customer journeys and guide process redesigns.
• Establish reliable data capabilities, dashboards and survey tools to measure satisfaction and loyalty, and embed client insights into technology decisions such as AI and machine learning.
• Lead change‑management initiatives to embed a client‑centric culture across all market segments and channels.
• Empower internal service teams with information, technological support and improved employee experiences to deliver optimal client support.

Required profile

• A relevant university degree; a Master’s degree is highly advantageous.
• Minimum 10 years of experience leading service‑oriented, client‑facing or CX teams with proven impact.
• Demonstrated experience in designing and commercialising client experiences and driving cultural change toward client focus.
• Strong track record of cross‑functional collaboration and data‑driven analytics.

Required skills