Client Experience Specialist

Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.

The key focus of this role is to support enhancing the Bank's client experience.

The role is required to translate client insight into action, support CX continuous improvement across the organisation, and ensure client feedback informs decision-making. Through running the Client Experience Working Group and Client Experience Champion network, the role will embed the Bank's client promises, foster a client-centric culture, and deliver measurable improvements in client outcomes.

Working closely with Relationship Managers, Product, Marketing, Operations and Risk teams, the role will help ensure that the end-to-end client journey remains aligned to the Bank's relationship-led approach while supporting business growth, client retention and advocacy.

Where applicable, to place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers; and to comply with the FCA and PRA's Conduct Rules.

Key Responsibilities:

• Identify, prioritise and lead client experience improvement initiatives that support the bank's strategic objectives and deliver measurable client outcomes.
• Run the CX working groups / forums, facilitating effective decision-making and ensuring the successful delivery of agreed initiatives.
• Embed and champion the Client Promises across the organisation, monitoring adherence and driving continuous improvement – with the objective of supporting bankers to deliver a consistent, quality, client experience
• Develop and oversee the client insight and feedback strategy, incorporating internal and external research to inform proposition development, product reviews and client experience improvements.
• Analyse client feedback, performance data and market insights to identify trends, measure performance and implement opportunities to enhance the client experience.
• Build strong relationships across the business, particularly with front-line teams, to understand client needs, journeys and communications, ensuring these insights inform service and experience strategies.
• Partner with senior stakeholders to input into strategy and decision-making, ensuring client experience considerations are effectively integrated into business plans and objectives.
• Work alongside our senior stakeholders, representing the voice of the client to support client centric change.
• Track, report and evaluate the progress and impact of client experience initiatives, ensuring actions are completed and outcomes are communicated through appropriate governance forums.
• Performance and MI tracking, developing client experience KPIs, monitoring NPS, retention, complaints and service measures.

Risk:

• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

Key Interfaces:

• Proposition and Product, Marketing, Business Management, Relationship Management, Change, and Complaints teams
• Private Banking, Commercial Banking, Wealth Planning & Investment Management and Subsidiary Businesses
• Head of Service Strategy and Optimisation and Client Servicing Teams
• Business Transformation Director
• Banking Man Co
• Vulnerable Clients Steer Co, Conduct Risk Co
• Prospects, Clients (& client representatives)

Knowledge/
Experience/

Skills:

• Experience in client experience, proposition, customer insight or service improvement roles.
• Strong analytical and data interpretation skills.
• Experience managing stakeholder relationships at multiple levels.
• Ability to turn customer insight into practical business actions.
• Delivery focused, with experience working across functions to implement change and achieve agreed business outcomes.
• Strong communication and presentation skills.
• Exceptional written, verbal and communication skills
• Experience with in Private Banking, Wealth Management, Commercial Banking or Financial Services.
• Experience with NPS, customer feedback and journey mapping methodologies.
• Knowledge of Consumer Duty…