Customer Experience & Insight Director

\n About the Business\n

Quilter plc is a leading wealth‑management firm overseeing £134.8billion of customer investments (as at 30 September 2025) and delivers financial advice, investment platforms, multi‑asset solutions and discretionary fund management across its Affluent and High Net Worth segments.

About the Role\n

A pivotal enterprise leadership position reporting to the Chief Customer Officer, responsible for turning customer insight into better experiences, stronger outcomes and smarter business decisions. The incumbent will define and deliver a single, enterprise‑wide view of customer needs and priorities for the newly established Customer Experience, Insight and Digital Experience function.

Key Responsibilities\n

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• Define and deliver Quilter’s customer experience and insight strategy, driving the Customer Champion agenda across the Group.
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• Provide ExCo and the Board with an evidence‑based view of customer needs, behaviours, outcomes and emerging trends.
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• Lead Customer Champion and Operating Model OKRs, linking customer outcomes, strategic priorities and business performance.
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• Drive end‑to‑end journey improvement, focusing investment on moments that matter most to customers and the business.
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• Translate customer research, behavioural insight and analytics into actionable recommendations that improve outcomes and inform strategic decisions.
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• Own customer communications and digital experiences, ensuring they are clear, accessible, inclusive and compliant.
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• Embed inclusion, vulnerability and Consumer Duty principles across journey, proposition and servicing models.
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• Lead customer‑focused governance and reporting, highlighting risks, opportunities and performance insights.
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• Build and inspire a high‑performing multidisciplinary team, partnering across Product, Digital, Operations, Distribution, Marketing, Risk and Technology.
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About You\n

We are looking for a credible enterprise leader with Board‑level presence, judgement and influencing skills to shape decisions where customer outcomes, experience integrity or strategic alignment are at stake. The ideal candidate will possess the following technical and business capabilities.

Technical Proficiency\n

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• Customer journey mapping, diagnostic insight and redesign across complex end‑to‑end journeys.
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• Advanced qualitative and quantitative research methods, including behavioural science, segmentation, ethnography and attitudinal research.
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• Behavioural analytics and data literacy, including propensity modelling, attrition analysis, lifetime value and experience driver analysis.
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• Experience design, service design and UX methods, including accessibility and usability standards across digital and non‑digital channels.
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• Customer correspondence and content design, voice‑of‑customer platforms, NPS and satisfaction measures, and customer outcome reporting.
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• Strong understanding of customer vulnerability frameworks, inclusive design, Consumer Duty and customer outcome reporting requirements.
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• Ability to embed customer testing, experimentation, iterative design and evidence‑led prioritisation into delivery and decision‑making.
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Business Skills and Expertise\n

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• Strategic customer‑led thinking, with the ability to set and lead an enterprise‑wide experience, research and insight agenda.
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• Deep understanding of wealth‑management customer needs, journeys, adviser models and the regulated environment.
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• Proven ability to shape senior decision‑making through clear narratives, sound judgement, strong recommendations and constructive challenge.
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• Proven experience building and leading enterprise‑scale, multidisciplinary teams in complex matrix organisations.
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• Commercial and analytical acumen to balance customer outcomes, growth opportunities, digital adoption and business value.
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• Strong risk awareness, governance oversight and ability to align customer strategy and delivery with regulatory expectations.
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• Ability to collaborate across Product, Digital, Operations, Distribution, Marketing, Risk, Compliance and Technology to drive customer‑led change.
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• A strong track record of embedding insight into experience transformation, proposition development and enterprise prioritisation.
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Benefits\n

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• Holiday: 182 hours (26 days) per year.
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• Quilter Incentive Scheme: All employees eligible.
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• Company pension scheme (non‑contributory) with optional personal contributions.
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• Private medical insurance – single cover standard with optional partner/children add‑on.
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• Life assurance: 4× salary.
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• Income protection: 75% of salary, payable after 26 weeks of absence.
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• Healthcare cash plan – available to Jersey employees.
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• Flexible benefits available to UK employees, payable via salary deduction.
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Equal Opportunity and Diversity\n

We are committed to treating all our job applicants fairly and with respect. Our people come from all kinds of backgrounds and have a wide range of expertise, so we welcome your application regardless of your beliefs, culture, gender identity, ethnicity, sexual orientation or disability. Please contact the talent acquisition team if you need reasonable adjustments, information in an alternative format or any assistance with accessibility.

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