A leading investment organisation is seeking a Head of Client Experience to champion the design and execution of client value propositions and insights, directly supporting strategic business objectives.
What you'll do:
As Head of Client Experience, you will play an instrumental role in transforming how clients interact with the organisation at every stage of their journey. Your day-to-day responsibilities will involve
Evaluate and refine client experience strategies for retail and institutional segments, ensuring alignment with each unit's needs and market conditions
Study competitor service models to identify opportunities for enhancing the organisation's client journey
Analyse customer feedback and data to pinpoint improvement areas, using reliable tools to capture insights across all channels
Develop and execute a client experience strategy focused on increasing retention, reducing churn, and driving referrals
Collaborate with cross-functional teams to deliver seamless customer journeys from concept to execution
Promote best practices in client experience while staying updated on industry trends
Implement advanced tools to monitor customer interactions and resolve escalated issues promptly
Use intuitive surveys to measure satisfaction, loyalty, preferences, and expectations throughout the client journey
Advise business units on process improvements that align with evolving client needs
Lead change initiatives to foster a client-centric culture across all market segments
What you bring:
To excel as Head of Client Experience, you will bring an impressive track record of leading high-performing teams dedicated to service excellence within large-scale organisations
Relevant degree required; a master's degree preferred, especially with practical experience in similar roles
Minimum 10 years of proven leadership in service-oriented teams or customer experience functions with measurable impact
Strong background in managing cross-functional teams within complex organisations
Excellent influencing skills to drive decisions that prioritize positive client outcomes
Expertise in designing end-to-end client experiences and leading organisational shifts toward customer-centricity
Commercial acumen with a track record of turning enhanced client experiences into business results
Advanced analytical skills to derive actionable insights from diverse data sources
In-depth knowledge of customer experience trends, including digital transformation and AI integration
Experience implementing tools for monitoring customer interactions and resolving issues efficiently
Proven ability to create effective feedback systems, such as surveys, to capture evolving client needs and expectations