Customer Experience & Insight Director

Quilter

Customer Experience & Insight Director leading customer experience strategy and insight initiatives at Quilter plc. Focusing on improving customer outcomes and decision-making through evidence-based insights.

Posted 7/17/2026full-timeLondon • 🇬🇧 United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer journey mapping, advanced research methods, and inclusive design, while effectively leading multidisciplinary teams to enhance customer experiences in the wealth management sector.

Highest-signal resume keywords

Customer Journey MappingAdvanced Research MethodsInclusive DesignMultidisciplinary Team LeadershipWealth Management Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Insight StrategyBehavioural ScienceSegmentationEthnographyAttitudinal ResearchCustomer Vulnerability FrameworksConsumer Duty ComplianceCustomer Outcome Reporting

Soft Skills

JudgementInfluencing SkillsCollaboration

Industry Keywords

Wealth ManagementCustomer ExperienceDigital ExperienceRegulated Environment

About the role

Key responsibilities & impact

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.
Drive end-to-end journey improvement, focusing investment on the moments that matter most to customers and the business.
Own customer communications and digital experiences, ensuring they are clear, accessible, inclusive and compliant.
Build and inspire a high-performing multidisciplinary team, partnering across Product, Digital, Operations, Distribution, Marketing, Risk and Technology.

Requirements

What you’ll need

Credible enterprise leader with judgement, presence and influencing skills to operate at Board and ExCo level.
Experience in 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.
Strong understanding of customer vulnerability frameworks, inclusive design, Consumer Duty and customer outcome reporting requirements.
Proven experience building and leading enterprise-scale, multidisciplinary teams in complex matrix organisations.
Deep understanding of wealth management customer needs, journeys, adviser models and the regulated environment.
Ability to collaborate across Product, Digital, Operations, Distribution, Marketing, Risk, Compliance and Technology to drive customer-led change.

Benefits

Comp & perks

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
Flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.