You will work closely with Customer Experience and Insight, Voice of Customer, Customer Outcomes, Customer Inclusion, Operations, Operational Excellence, Change, Proposition, Digital, Technology, Risk and Compliance. You will connect journey insight to existing delivery routes and help ensure improvement activity is assessed at end-to-end journey level rather than only within individual functions.

You will prepare clear, concise reporting for senior leaders and governance forums. You will be comfortable explaining the evidence, the customer and business impact, the confidence level of conclusions, recommended priorities and the action required.

A strong understanding of Consumer Duty is essential. You will ensure foreseeable harm, customer understanding, consumer support, vulnerable customer needs and differential outcomes are considered throughout journey analysis, measurement and improvement.

Responsibilities

• Maintain the customer journey portfolio, roadmap, governance calendar and supporting documentation.
• Facilitate journey discovery, validation, maturity reviews and ownership health checks with relevant stakeholders.
• Analyse qualitative and quantitative evidence, including surveys, complaints, Trustpilot feedback, customer research, contact demand, repeat contact, processing data, risk events and vulnerable-customer insight.
• Develop journey scorecards and dashboards that provide a clear view of ownership, evidence strength, performance, risks, improvement activity and outcomes.
• Support the development and consistent application of the Journey Optimisation Matrix, Journey Maturity Ladder and associated measures.
• Work with journey owners to define target states and the evidence required to demonstrate progression and good customer outcomes.
• Identify root causes and cross-functional themes, distinguishing symptoms from underlying journey-design issues.
• Translate evidence into prioritised problem statements, recommendations and improvement briefs.
• Ensure accepted opportunities are connected to appropriate delivery routes and are traceable through to decision, delivery and benefit.
• Track whether completed changes have delivered the intended customer, adviser, colleague and business outcomes.
• Maintain journey maps and related artefacts so they reflect material changes, new evidence and agreed future states.
• Provide constructive challenge where ownership, evidence, metrics, prioritisation or delivery are insufficient.
• Produce concise papers, dashboards, presentations and updates for senior management and customer-governance forums.
• Support the wider Voice of Customer programme and help convert insight into action.
• Promote consistent journey-management standards, language and ways of working across Quilter.

About You

• Experience in customer journey management, customer experience, service design, business analysis, operational improvement or a related discipline.
• Strong analytical capability, with experience of combining qualitative and quantitative evidence.
• Experience of translating insight into practical recommendations, priorities and measurable actions.
• Strong stakeholder-management and facilitation skills across organisational boundaries.
• Confidence presenting complex findings and recommendations to senior audiences.
• Experience developing plans, roadmaps, governance packs, dashboards or management information.
• Ability to define measures, assess evidence quality and communicate limitations or uncertainty clearly.
• Strong written communication and visual storytelling skills.
• Understanding of process improvement, root-cause analysis and benefit tracking.
• Ability to manage competing priorities and maintain momentum across multiple journeys and stakeholders.

#LI-FD1 #Quilter

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.