Voice Client Manager

Position: Voice of the Client Manager
Location: Angel

Company description:
At Rathbones, we help people invest their money well, so they can live well. That means more than financial returns its about helping people feel confident in their decisions and supported in their future. We dont just manage money, we guide people through lifes big moments, helping them stay on track and focus on what matters most. Were proud to be one of the UKs leading wealth managers, with over £109bn
* in assets under management and 20 offices across the UK and Channel Islands. Were a FTSE 250 company with national reach and a local feel and were growing.
* As of June 2025

Job description:

Role

Title:

Voice of the Client Manager Division:
Insights

Location:

London

Contract:

Permanent Working pattern:
Hybrid attending the London Office About the Role In this role you will be responsible for managing the client care programme as Rathbones moves into year 2 from initial year 1 pilot. Ensuring it runs smoothly and each month capture and analyse client feedback to provide actionable insights that improve client experience and drive strategic decisions. Leveraging various data sources, including surveys for different audiences and direct client interactions, this role will identify trends, pain points and opportunities for growth and building the most reputable brand, by far.

This is a high-profile project which is critical to the future success of Rathbones. You will be traveling to our regional offices and working closely with our Investment Managers to gain their trust and commitment to the programme as it continues to progress and expand to a broader range of client groups. What youll be responsible for Working with the data team to ensure we have the right audiences in scope, this programme is driving high client engagement rates /response rates and overall achieving best in class client and colleague engagement helping drive a client centric culture.

Managing colleague communication, training and embedding of client care. Collaborate with internal teams such as proposition development, marketing, operations and client service teams to shape client surveys for client care and continue to fully embed. Overseeing the client panel who advise Rathbones on client feedback. Ensure client feedback is understood and incorporated into service improvements and proposition enhancements and front office behaviours.

Working closely with Medallia and Higher Oak client care vendors to deliver this programme. Develop and maintain dashboards and reports that track client satisfaction metrics and Voice of Client (VoC) insights for use by cross-functional teams, making timely recommendations. Monitor and identify emerging client issues and pain points, providing timely recommendations to Area / office Heads resolving concerns & improving the overall client experience.

Design and implement client care programs working with Insight team, including surveys, focus groups, and other feedback mechanisms, to gather relevant client insights. About you If you meet some of these criteria and are excited about the role, we encourage you to apply:
Excellent project management and organisation skills, able to structure and deliver the ambitions of the Executive for client care, meeting consumer duty requirements. Excellent communication skills, both written and verbal, with the ability to deliver presentations clearly to stakeholders at all levels. Strong analytical skills with the ability to interpret complex client data and translate it into actionable insights. Proficiency in data visualization tools (e.g., Tableau, Power BI) and analytics software (e.g., Excel, SQL, or similar platforms).

Strong problem-solving abilities and attention to detail to identify key trends and patterns within client feedback. Ability to collaborate effectively across cross-functional teams within Insight team /client office and influence stakeholders to implement client-driven improvements. Proven experience in client experience (CX) analysis, market research, or related roles focused on understanding client feedback. Experience using VoC platforms (Medallia, Higher Oak), client survey tools, or client relationship management (CRM) systems.

Familiarity with client satisfaction metrics such as Net Promoter Score (NPS), client Satisfaction Score (CSAT), and other VoC methodologies. Ideally experience within the Wealth Management industry working with Investment Managers, but experience within Financial Services is also beneficial. We offer:
Our offer to you We want everyone at Rathbones to fulfil their potential, in an environment where you are proud to work and feel like you belong. We offer a comprehensive remuneration package, which we review regularly, and benefits include: A company pension - 9% non-contributory or 10% if you contribute 5% Private medical insurance Individual on joining, family after 1 years service Life assurance - 8 x salary Income protection 75 % salary Company share scheme Flexible holidays purchase up to 5…