Head of Client Experience at Robert Walters

• A leading investment organisation is seeking a Head of Client Experience to champion the design and execution of client value propositions and insights, directly supporting strategic business objectives.

What you'll do:

As Head of Client Experience, you will play an instrumental role in transforming how clients interact with the organisation at every stage of their journey. Your day-to-day responsibilities will involve

• Evaluate and refine client experience strategies for retail and institutional segments, ensuring alignment with each unit’s needs and market conditions
• Study competitor service models to identify opportunities for enhancing the organisation’s client journey
• Analyse customer feedback and data to pinpoint improvement areas, using reliable tools to capture insights across all channels
• Develop and execute a client experience strategy focused on increasing retention, reducing churn, and driving referrals
• Collaborate with cross-functional teams to deliver seamless customer journeys from concept to execution
• Promote best practices in client experience while staying updated on industry trends
• Implement advanced tools to monitor customer interactions and resolve escalated issues promptly
• Use intuitive surveys to measure satisfaction, loyalty, preferences, and expectations throughout the client journey
• Advise business units on process improvements that align with evolving client needs
• Lead change initiatives to foster a client-centric culture across all market segments

What you bring:

• To excel as Head of Client Experience, you will bring an impressive track record of leading high-performing teams dedicated to service excellence within large-scale organisations
• Relevant degree required; a master’s degree preferred, especially with practical experience in similar roles
• Minimum 10 years of proven leadership in service-oriented teams or customer experience functions with measurable impact
• Strong background in managing cross-functional teams within complex organisations
• Excellent influencing skills to drive decisions that prioritize positive client outcomes
• Expertise in designing end-to-end client experiences and leading organisational shifts toward customer-centricity
• Commercial acumen with a track record of turning enhanced client experiences into business results
• Advanced analytical skills to derive actionable insights from diverse data sources
• In-depth knowledge of customer experience trends, including digital transformation and AI integration
• Experience implementing tools for monitoring customer interactions and resolving issues efficiently
• Proven ability to create effective feedback systems, such as surveys, to capture evolving client needs and expectations