The posting
About the Business
Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £157.4 billion in customer investments (as of August 2026). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management.
The business is comprised of two segments: Affluent and High Net Worth. Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business. High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning – offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.
At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues.
Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!
About the Role
The Director of Customer & Adviser Journeys is accountable for the end-to-end performance, optimisation and transformation of Quilter’s Affluent customer and adviser journeys. This newly created role brings customer and adviser journeys together under a single leader, creating clear accountability for prioritisation, performance, and outcomes. The role translates customer and adviser insight into tangible improvements and aligns priorities across Operations, Digital, Technology, Product, Risk and Customer Experience.
Working through Journey Leads and multidisciplinary squads, the role defines journey strategies, roadmaps and improvement priorities, balancing customer outcomes, adviser experience, operational efficiency, regulation and commercial value. A key element is to lead the evolution towards increasingly automated, AIenabled and straight-through-processed journeys, with clear human hand-offs, controls and evidence of improved outcomes
Key outcomes
- Deliver measurable improvements in customer and adviser outcomes.
- Create a consistent prioritisation framework across all customer and adviser journeys.
- Reduce effort, friction, complaints and avoidable demand.
- Improve operational efficiency, service performance and cost to serve.
- Accelerate appropriate use of automation, AI and straight-through processing.
- Ensure journeys consistently meet Consumer Duty and customer support requirements.
- Embed continuous improvement, evidence-based decision making and shared accountability.
Key accountabilities
End-to-end journey leadership
- Own strategy, performance and transformation across all defined customer and adviser journeys.
- Create clear accountability for outcomes across functions, channels, products, systems and teams.
- Define target-state experiences, operating models and multi-year roadmaps.
- Establish journey governance and resolve conflicts where competing objectives exist.
- Escalate barriers, ownership gaps and delivery risks affecting outcomes.
Journey performance and outcome management
- Define and monitor end-to-end journey KPIs, OKRs and outcome measures.
- Track customer, adviser, service and operational performance, including satisfaction, NPS, complaints, effort, service performance, journey time, rework and failure demand.
- Use insight, complaints, operational data and outcome evidence to identify priorities and emerging risks.
- Ensure reporting drives clear action, ownership and measurable improvement.
Prioritisation and change delivery
- Own the customer and adviser journey improvement portfolio and govern prioritised backlogs.
- Build robust cases for investment and make transparent trade-offs between outcomes, efficiency, regulation and delivery capacity.
- Partner with Product, Digital, Technology and Change teams to ensure successful execution and benefits realisation.
Operational excellence, automation and AI
- Lead simplification, standardisation and optimisation of customer and adviser journeys.
- Drive appropriate adoption of automation, AI-enabled capabilities and straight-through processing.
- Build a roadmap towards increasingly digital, self-service and AI-enabled servicing.
- Establish clear frameworks for human intervention, escalation, monitoring and governance where automation is deployed.
- Ensure investment decisions support journey outcomes and deliver measurable service, efficiency and risk benefits.
- Strengthen the link between journey priorities, operational performance and cost-to-serve economics.
Customer and adviser experience
- Partner closely with the Customer Experience & Insight Director to translate insight and experience standards into prioritised delivery.
- Use customer, adviser and operational evidence to influence strategic decisions and validate outcomes.
- Maintain clear decision rights between experience and insight, journey ownership and operational execution.
Governance, risk and Consumer Duty
- Maintain effective governance over journey performance, priorities and delivery commitments.
- Ensure customer and adviser outcome risks are identified, understood and managed.
- Embed Consumer Duty, vulnerability, accessibility and inclusive design in journey decisions.
- Work closely with Risk, Compliance and Control teams and provide clear executive reporting on outcomes and emerging risks.
Leadership and capability
- Lead and develop Journey Leads and multidisciplinary squads.
- Build capability in journey management, service design, continuous improvement, agile delivery and AI-enabled transformation.
- Create a high-performing culture focused on collective outcomes rather than functional silos.
- Act as an influential senior leader across Operations, Digital, Technology, Product, Risk and Customer Experience.
About You
You are a commercially minded, customer- and adviser-focused transformation leader with a proven record of improving complex journeys and services. You combine strategic thinking with pragmatic delivery and are comfortable where accountability is shared across multiple teams.
You bring strong operational credibility, excellent stakeholder management and the judgement to balance customer outcomes, adviser needs, regulation, service performance and commercial objectives. You are intellectually curious about emerging technology and can lead the safe use of automation and AI to improve outcomes.
Technical and professional expertise
- End-to-end customer and adviser journey ownership.
- Customer experience and service design.
- Operational performance and cost-to-serve management.
- Consumer Duty and regulated environments.
- Continuous improvement and process optimisation.
- Transformation delivery and change leadership.
- Agile and product-led delivery.
- Automation, AI-enabled capability and digital servicing models.
- Commercial prioritisation and investment case development.
- Senior stakeholder influence and governance, risk and control frameworks.
Desirable experience
- Wealth management, platform, advice or broader financial services experience.
- Implementation of automation or AI-enabled servicing solutions.
- Leadership of large-scale operational or service transformation.
- Understanding of digital servicing economics and self-service design.
Indicative measures of success
- Improvement in customer and adviser satisfaction, NPS and effort.
- Reduction in complaints, recurring failure points, rework and avoidable demand.
- Improvement in journey completion times, service predictability and cost to serve.
- Delivery of strategic roadmaps and agreed business benefits.
- Appropriate growth in automation and straight-through processing with effective controls.
- Strong stakeholder confidence in journey leadership, prioritisation and delivery.
- Increased organisational maturity in journey-led and AI-enabled working
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.
