Business Manager; Customer Experience

Position: Business Manager (Customer Experience)
Location: City of Edinburgh

Job Description About Aberdeen Aberdeen Group plc is one of Europe’s largest investment companies, and we are built on a long-standing culture of caring about the future and making a positive impact. Together we invest for a better future. We do it to make a difference to the lives of our clients and customers, our employees, society, and our shareholders. Our business is structured around three distinct areas focused on our clients' changing needs:
Aberdeen Investments, Aberdeen Adviser, and interactive investor.

As Business Manager to the Chief Client Experience Officer, you will help shape and deliver the client experience agenda while investing in your tomorrow through exposure to strategic leadership and transformation activity across the business.

About the Department The Client Experience function is focused on continually improving how clients interact with Aberdeen and ensuring positive outcomes across every stage of the client journey. Working closely with business leaders across Aberdeen Adviser and the wider Group, the team drives strategic priorities, service improvement, governance and performance insight. It operates in a collaborative, fast-paced environment that supports Aberdeen’s ambition to enable our clients to be better investors.

About the Role This permanent role, based in Edinburgh, is a unique opportunity to act as strategic partner and trusted adviser to the Chief Client Experience Officer. You will coordinate strategic programmes, oversee delivery of transformation initiatives, provide executive insight and reporting, and ensure strong governance across the Client Experience agenda. Working with senior stakeholders across the organisation, you will translate priorities into structured plans, drive accountability and help deliver measurable improvements for clients, colleagues and the business.

The role offers exceptional visibility, influence and career development while helping shape the future client experience strategy.

Key Responsibilities Support the development, prioritisation and delivery of Client Experience strategic and tactical plans while providing trusted advice to the CXO.Lead executive reporting, performance insight and management information, identifying trends, risks and opportunities that support decision making.

Maintain integrated delivery plans for strategic, operational and service improvement initiatives, ensuring milestones, owners and outcomes are clearly defined.

Coordinate cross-functional programmes, challenge delivery slippage and support readiness and post-implementation reviews.

Design and manage the Client Experience Leadership Team operating rhythm, facilitating planning, prioritisation and follow-through.

Oversee governance, risk and regulatory commitments, supporting Executive, Board and regulatory forums through effective stakeholder management and communications.

About the Candidate Essential Significant  experience in a Business Manager, Chief of Staff, project, consulting or senior operational support role.

Proven ability to lead complex cross-functional delivery and drive actions to completion.

Strong analytical capability with experience turning management information and root-cause insight into measurable improvement.

Ability to influence and constructively challenge senior stakeholders within a regulated environment.

Excellent communication, executive presentation, planning and organisational skills.

Ability to balance strategic thinking with operational execution and governance oversight.

Desirable Experience within wealth, platform, pensions, adviser, customer operations or broader financial services environments.

Experience supporting an Executive Committee member or senior business leader.

Understanding of client journeys,…