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.

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.