Quilter
Customer Experience & Insight Director
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About The Business
Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.
Quilter plc oversees £134.8 billion in customer investments (as at 30 September 2025). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.
Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.
High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning – offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.
At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.
Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!
About The Role
A pivotal enterprise leadership role, reporting to the Chief Customer Officer, responsible for defining how Quilter understands customer needs and turns insight into better experiences, stronger outcomes and smarter business decisions.
Leading a newly established function spanning customer experience, research, insight, analytics, digital experience, correspondence, inclusion and vulnerability, you will create a single, enterprise-wide view of customer needs and priorities. You will champion customer-led, evidence-based decision-making across proposition development, change, governance and strategic investment, helping deliver Quilter's ambition to be a true Customer Champion.
Key Responsibilities
- Define and deliver Quilter's customer experience and insight strategy, driving the Customer Champion agenda across the Group.
- Provide ExCo and the Board with a single, evidence-based view of customer needs, behaviours, outcomes and emerging trends.
- Lead Customer Champion and Operating Model OKRs, ensuring clear links between customer outcomes, strategic priorities and business performance.
- Drive end-to-end journey improvement, focusing investment on the moments that matter most to customers and the business.
- Turn customer research, behavioural insight and analytics into actionable recommendations that improve outcomes and inform strategic decisions.
- Own customer communications and digital experiences, ensuring they are clear, accessible, inclusive and compliant.
- Embed inclusion, vulnerability and Consumer Duty principles across customer journeys, propositions and servicing models.
- Lead customer-focused governance and reporting, highlighting risks, opportunities and performance insights.
- Build and inspire a high-performing multidisciplinary team, partnering across Product, Digital, Operations, Distribution, Marketing, Risk and Technology.
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About You
You are a credible enterprise leader with the judgement, presence and influencing skills to operate at Board and ExCo level, challenge constructively, and shape decisions where customer outcomes, experience integrity or strategic alignment are at stake.
Technical proficiency
- Customer journey mapping, diagnostic insight and redesign across complex end-to-end journeys.
- Advanced qualitative and quantitative research methods, including behavioural science, segmentation, ethnography and attitudinal research.
- Behavioural analytics and data literacy, including propensity modelling, attrition analysis, lifetime value and experience driver analysis.
- Experience design, service design and UX methods, including accessibility and usability standards across digital and non-digital channels.
- Customer correspondence and content design, voice of customer platforms, NPS and satisfaction measures, and customer outcome reporting.
- Strong understanding of customer vulnerability frameworks, inclusive design, Consumer Duty and customer outcome reporting requirements.
- Ability to embed customer testing, experimentation, iterative design and evidence-led prioritisation into delivery and decision making.
Business skills and expertise
- Strategic customer-led thinking, with the ability to set and lead an enterprise-wide experience, research and insight agenda.
- Deep understanding of wealth management customer needs, journeys, adviser models and the regulated environment.
- Proven ability to shape senior decision making through clear narratives, sound judgement, strong recommendations and constructive challenge.
- Proven experience building and leading enterprise-scale, multidisciplinary teams in complex matrix organisations.
- Commercial and analytical acumen to balance customer outcomes, growth opportunities, digital adoption and business value.
- Strong risk awareness, governance oversight and ability to align customer strategy and delivery with regulatory expectations.
- Ability to collaborate across Product, Digital, Operations, Distribution, Marketing, Risk, Compliance and Technology to drive customer-led change.
- A strong track record of embedding insight into experience transformation, proposition development and enterprise prioritisation.
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Inclusion & Diversity
We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.
Values
- Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
- Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
- Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
- Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.
Core Benefits
- Holiday: 182 hours (26 days)
- Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
- Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
- Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.
- Life Assurance: 4x your salary.
- Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
- Healthcare Cash Plan: Jersey employees only
In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.
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