Senior Vice President – Client & Enablement

Job Description

Senior Vice President - Client Experience & Enablement  role is responsible for managing sales, setting strategic direction, and leading client experience transformation across the organisation.

• Develop and implement strategic direction for sales, including modern methodologies and processes.
• Lead sales management, oversee colleague performance, and drive departmental goals and objectives.
• Manage sales risk, identify potential risks, develop mitigation strategies, and align sales and compliance functions.
• Monitor financial performance of the sales department, including revenue, profitability and cost control.
• Conduct market research to understand trends, regulatory changes and identify opportunities.
• Provide leadership behaviour:
  Listen, Energise, Align, Develop.
• Guide technical direction for client experience team, mentor staff and drive continuous improvement.
• Advise senior and functional leadership on cross‑functional impact and alignment.
• Build client‑centric solutions and adopt data‑driven decision making.
• Champion a strategic, proactive client enablement capability across Coverage, Operations, Technology, Product and Change teams.
• Influence business priorities, shape service strategies and translate client insights into tangible improvements.

• Proven experience leading client experience or client enablement transformation, delivering measurable improvements in client outcomes, service quality and operational effectiveness.
• Strong strategic and insight‑led thinking with ability to use data and client insights to identify root causes and drive scalable, client‑centric improvements.
• Demonstrated success in evolving reactive servicing models into proactive, insight‑driven functions focused on demand reduction and client enablement.
• Exceptional stakeholder management and influencing skills across Coverage, Operations, Technology, Product and Change.
• Proven leadership capability in building and developing high‑performing teams, embedding accountability, collaboration and continuous improvement.
• Strong ability to operate effectively in a complex, matrix organisation, balancing competing priorities while delivering end‑to‑end client outcomes.
• Strong communication and senior stakeholder engagement skills, with credibility to act as the voice of the client.
• Proactive, forward‑thinking mindset; ability to challenge existing approaches and drive meaningful, sustainable change.
• Experience working with regulated organisations, including financial services, and understanding risk and control frameworks.
• Evidence‑based product ownership experience; experience driving digital adoption, self‑service enablement and client journey simplification.
• Experience influencing service strategy, operating models or large‑scale transformation programmes.
• Experience working across Operations, Technology, Product and Change to deliver end‑to‑end service improvements.
• Experience working with Coverage / Relationship Management teams in delivering client outcomes.
• Familiarity with using client experience metrics, feedback and operational data to measure impact and inform decision making.

The role is based in Northampton or Sunderland with a hybrid working model requiring a minimum of two days per week in the office.