Client Experience Manager

This is a newly created role.

There isn't a fixed blueprint, but there is a clear objective.

Improve clients experience, end to end.

You will work closely with senior leadership to identify where client journeys fall short, challenge existing processes, and drive improvements that lead to better outcomes.

This role sits across operations, change, and client experience. It requires someone who can bring those elements together.

• Review and improve end to end client journeys
• Identify gaps, risks, and friction points using data, feedback, and MI
• Drive improvements aligned to Consumer Duty and client outcomes
• Act as the voice of the client across projects and operations
• Support testing of communications, processes, and accessibility
• Work across teams to implement and embed change

You do not need to have done this exact role before.

But you will have experience across some of the following:

• Client experience, client services, or customer journey improvement
• Regulated financial services such as wealth or investment, as well as identify vulnerable clients
• FCA frameworks such as Consumer Duty, TCF, COBS, or PROD
• Process improvement, change, testing, or operational development
• Using data, MI, or KPIs to support decision making

Most importantly, you will be able to:

• See where things do not work for clients
• Challenge it
• Improve it
• Bring others with you

This role is focused on client outcomes and process improvement.

It is not:

• IT Account Management
• Sales
• Pure relationship management

• Opportunity to shape a newly created role
• Direct exposure to senior leadership
• Real influence on how client outcomes are delivered
• Strong long term development

• Competitive pension scheme
• Salary of up to 50k
• Private medical insurance
• Employee Assistance Programme
• Travel loans and cycle to work scheme
• Reward and recognition programmes
• Hybrid working
• Group life assurance
• Generous family leave entitlements

If you understand how client journeys work and how to improve them, this is an opportunity to step into a role where you can have real impact.

Shillito Group is a specialist recruitment and executive search partner, working with ambitious businesses to secure high-impact talent across commercial and engineering markets. Our reputation is built on deep expertise, trusted relationships and delivering results that go beyond the brief.