About Us

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

Since 2021, with new ownership and investments exceeding £17 million, Wealthtime is on an exciting growth trajectory. Our team of approximately 300 dedicated professionals is central to our success, and we invite you to join us as we continue to make our mark in the industry.

About The Role

This role involves creating and executing a customer experience vision that differentiates our service for advisers and customers, supporting our future growth.

Key Responsibilities

1. Collaborate across departments to ensure smooth delivery of customer and adviser services.
2. Serve as the main escalation point for client and adviser feedback, using insights for continuous improvement.
3. Develop and sustain strategic partnerships to foster business growth through quality account management.
4. Implement and promote a unified customer experience vision and roadmap.
5. Provide strategic leadership for business readiness during change and transformation initiatives.
6. Lead the customer experience readiness for major projects, aligning risks with business objectives.
7. Analyze adviser and customer needs to identify opportunities for enhancing the customer journey.
8. Utilize MI and data analysis to optimize relationships and customer interactions.
9. Encourage a culture of challenge and success within the customer experience team and broader organization.
10. Provide inspiring leadership to cultivate a high-performance, respectful team culture.
11. Maintain effective risk and control frameworks in partnership with Risk and Compliance teams.
12. Monitor customer and adviser sentiment to inform planning and improvements.
13. Establish and track KPIs to measure effectiveness, satisfaction, and transformational outcomes.
14. Represent the company to stakeholders, including ExCo, industry influencers, and trade bodies, advocating for the customer voice.

About You

Skills, Qualifications, and Experience

• Exceptional communication skills.
• Proven success in stakeholder management at all levels, both internally and externally.
• Ability to influence and challenge appropriately across all levels.
• Resilience, flexibility, and positivity under pressure.
• Strong leadership qualities that inspire and promote a positive team environment.
• Robust commercial awareness.
• Commitment to delivering excellence and fostering collaboration.

Rewards & Benefits

• Competitive Salary: Reflecting your skills and contributions.
• Hybrid Working: Flexibility to work remotely and in-office.
• Discretionary Bonus: An annual bonus as appreciation for your efforts.
• Holiday Package: 34 days including bank holidays, with options to purchase or sell additional days.
• Wellbeing Day: An additional day off for personal needs or celebrations.
• Professional Development: Support for your career growth.
• Health Coverage: Private medical, income protection, and life assurance schemes.
• Retirement Savings: Group pension scheme.
• Travel Support: Interest-free season ticket loans.
• Charitable Engagement: Participation in the Wealthtime Foundation Day.
• Career Progression: Opportunities from agent to leadership roles.
• Recognition: Our in-the-moment recognition scheme.

Wealthtime is committed to diversity and inclusion, welcoming applications from individuals of all backgrounds, beliefs, and identities. We foster a culture where everyone can be authentic and valued.