Head of Customer Experience

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Company Description

For over 180 years, Evelyn Partners has been a leading force in UK wealth management and professional services. Our legacy is built on a commitment to helping individuals and businesses achieve their financial aspirations. We believe that expert financial guidance should be accessible to all, and we're dedicated to making that a reality.

Our success hinges on our people and that's our secret for longevity. We are a team of passionate professionals united by a shared purpose: to deliver good advice and exceptional service. Through strong partnerships and seamless collaboration, we have become a trusted advisor to countless clients.

Job Description

What will you be doing?

We're seeking a talent individual to our Marketing team in London as Head of Customer Experience who will be responsible for driving a deep understanding of client needs and measuring how our current delivery of client experience supports those needs, in order to develop marketing plans that increase share of wallet, referrals and retention through enhanced client engagement, as well as partnering with the wider business in the development and execution of client experience initiatives to further support our commercial growth strategy.

This role requires a strategic and analytical thinker with a deep understanding of client needs, market trends, and consumer behaviour, an ability to work collaboratively and build strong relationships at a senior level across the financial services business and a track record of cross functional partnering to implement client experience initiatives and marketing plans with a demonstrable impact on commercial success.

As Head of Customer Experience, your responsibilities will include among others

• Client Engagement Strategy: Work with the Head of Commercial Transformation and senior stakeholders in the business to create and implement a client engagement strategy that supports our commercial growth plan, increasing share of wallet, referrals, and retention.
• Client Feedback: Collect and analyse client feedback through our client care programme to identify specific and thematic areas for improvement, and work with senior stakeholders across the business to ensure that feedback is delivered in a timely and actionable way. Review and shape that programme to maximise its impact on our commercial goals. Partner with senior stakeholders in shaping the short- and long-term plans for responding to that feedback.
• Marketing Strategy Development and Campaign Management: Create and implement a comprehensive client marketing strategy and plan and implement marketing campaigns that increase client engagement and support our commercial growth plan by driving share of wallet, referrals, and retention.
• Measurement: Define, monitor, and analyse key performance indicators related to client experience and client marketing performance, partnering with the Head of Trading Performance to measure effectiveness and make data-driven decisions.
• Leadership: Lead and mentor direct reports overseeing client care and client campaign activity providing guidance and support, whilst also being a leader across the marketing function and the wider organisation, driving a positive, can-do culture of excellence across the marketing function, building strong partnerships with the commercial team and the front office.

Qualifications

To be successful in this role, you should have

• Proven experience in client experience marketing - track record of delivering client focused campaign activity to increase client engagement.
• Proven ability to oversee client care programmes and drive measurable improvements in commercial goals as a result.
• Highly analytical and strategic thinker with practical problem-solving skills - expert in communicating research findings in understandable and actionable ways, and problem solving in the face of imperfect data.
• Excellent communication and leadership skills.
• Ability to work collaboratively with cross-functional teams, navigate complexity and build positive relationships with senior stakeholders and a track record of cross functional delivery.
• Deep knowledge of established and new client experience thinking and practices with an appetite for innovation and an up to date understanding of the possibilities new technologies can offer.

Desired

• University education likely but not necessary.
• Marketing or client experience management qualifications helpful but not essential.
• Evidence of curiosity and expertise about the latest client experience developments (e.g. an active LinkedIn profile showing engagement with this kind of content) would be beneficial.

Additional Information

As a colleague here at Evelyn Partners, you will have access to benefits that include:

• Competitive salary
• Private medical insurance
• Life assurance
• Pension contribution
• Hybrid working model (role dependent)
• Generous holiday package
• Option to purchase additional holiday
• Shared parental leave
• Fully funded training towards professional qualifications
• Cycle to work scheme
• Season ticket loan
• Eye care support

We believe that diverse perspectives and experiences are the cornerstone of our success. At Evelyn Partners, you'll find an inclusive environment where everyone feels valued and supported. Our commitment to diversity, equity, and inclusion is evident in our active employee resource groups and ongoing initiatives. We're dedicated to creating a workplace where you can thrive and reach your full potential.

We are committed to providing reasonable adjustments throughout the application process. Please don't hesitate to discuss your needs with your recruiter.