Customer Experience Director, Bath, England, United Kingdom

Customer Experience Director

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About Us

At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek Opportunity', 'Nurture Each Other' and 'Simply Get Going.'

With new ownership since 2021 and significant investments of over £17 million, Wealthtime is on an exciting path of growth. Our team, consisting of approximately 300 dedicated individuals, is at the heart of our journey, and we welcome you to join us as we continue to make our mark in the industry.

About The Role

This role is responsible for creating and delivering a customer experience vision which ensures that the service provided to our advisers and customers sets us apart from our competitors and supports future growth.

Key Responsibilities

Overall the successful person will be accountable for the service and delivery of all customer experience at all levels in the business and will also be expected to:

Work closely with all areas of the business to ensure successful smooth delivery of customer and adviser service.
To act as the conduit and escalation point for clients and advisers. Using their feedback for continuous improvement.
Develop and maintain relationships with key strategic partnerships, ensuring quality account management which builds business growth.
Implement the customer experience vision and roadmap for the business ensuring all teams are unified on a shared vision
Provide strategic leadership for business readiness across all customer experience initiatives, ensuring a seamless experience through periods of change and transformation.
Lead the business readiness strategy for major transformational projects, ensuring it risks are identified, and alignment with overall business goals and customer experience standards.
Understand adviser and customer needs, and their overall experience to identify improvement opportunities to improve the customer experience journey.
Utilise MI and Data Analysis to identify ways we can maximise the relationships we have with advisers and customers though the customer journey.
Foster a culture of challenge and encourage an appetite for success within the customer experience function and wider business.
Provide inspirational and motivational leadership to the Customer Experience function, to create a high-performance culture with mutual respect and challenge
Maintain an effective risk and controls framework in conjunction with the Risk and Compliance function.
Monitor and track adviser and customer sentiment and shape planning accordingly
Set and measure metrics and KPIs across the Customer Experience function, ensuring they promote business readiness effectiveness, customer satisfaction and any transformational outcomes.
Represent the business with stakeholders including ExCo, External Relationships e.g. Industry Influencers, Trade bodies ensuring customer voice is championed.

About You

Skills, Qualifications And Experience

Exceptional communication skills.
Proven track record of building successful stakeholder management outcomes across all levels internally and externally.
Ability to influence and challenge appropriately at all levels internally and externally.
Ability to work well under pressure and manage tight deadlines.
Resilient, flexible and positive.
Ability to demonstrate strong and inspirational leadership which promotes a positive team culture.
Strong commercial awareness.
Ability to deliver excellence and collaborate.

Rewards & Benefits:

Competitive Compensation: We offer a competitive salary that reflects your skills and contributions.

Hybrid Working: Enjoy the flexibility of a hybrid work model, balancing the comforts of home with the camaraderie of the office.

Yearly Discretionary Bonus: Look forward to a yearly discretionary bonus as a token of appreciation for your dedication.

Generous Holiday Package: You'll receive 34 days of holiday per calendar year, including bank holidays. Plus, we offer the option to purchase or sell up to 5 additional days per year, tailoring your time off to suit your needs.

Wellbeing at Heart: We understand the importance of your well-being, which is why we offer a Wellbeing day, allowing you to take a break when you need it most, whether it's for your birthday, moving house, or simply pampering yourself.

Professional Growth: We're committed to your professional development and will support and encourage your career advancement.

Comprehensive Health: You and your family's health is a priority for us. We provide a Private Medical scheme that can be extended to full family coverage, an Income protection scheme, and a Life assurance scheme.

Financial Security: Prepare for your future with our Group contributory pension scheme.

Travel with Ease: We offer interest-free season ticket loans to help with travel costs.

Giving Back: You can participate in our Wealthtime Foundation Day to support charitable activities.

Opportunities for Growth: We actively promote internal progression, so your journey with us can take you from agent to team leader and beyond.

Recognition Matters: Our excellent in the moment recognition scheme ensures your hard work is acknowledged and celebrated.

Wealthtime is an equal opportunities employer that places high value on a diverse and inclusive workplace. We recognise that people work in different ways, appreciate alternative viewpoints, celebrate individuality, and cultivate a culture where everyone can be their authentic selves at work. We are deeply committed to fostering a diverse workforce and welcome applications from individuals of all backgrounds, beliefs, cultures, gender identities, ethnicities, sexual orientations, abilities, and long-term health conditions.

Seniority level

Seniority level
Director

Employment type

Employment type
Full-time

Job function

Job function
Other

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Location:: Bath, England, United Kingdom
Salary:: £100,000 - £125,000
Job Type:: FullTime
Category:: Management & Operations

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