Director Of Customer & Adviser Journeys

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £157.4 billion in customer investments (as of August 2026). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments:
Affluent and High Net Worth. Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business. High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning – offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues. Our business is transforming, continually modernising, and becoming even more customer centric.

So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!

The Director of Customer & Adviser Journeys is accountable for the end-to-end performance, optimisation and transformation of Quilter’s Affluent customer and adviser journeys. This newly created role brings customer and adviser journeys together under a single leader, creating clear accountability for prioritisation, performance, and outcomes. The role translates customer and adviser insight into tangible improvements and aligns priorities across Operations, Digital, Technology, Product, Risk and Customer Experience.

Working through Journey Leads and multidisciplinary squads, the role defines journey strategies, roadmaps and improvement priorities, balancing customer outcomes, adviser experience, operational efficiency, regulation and commercial value. A key element is to lead the evolution towards increasingly automated, AIenabled and straight-through-processed journeys, with clear human hand-offs, controls and evidence of improved outcomes

• Deliver measurable improvements in customer and adviser outcomes.
• Create a consistent prioritisation framework across all customer and adviser journeys.
• Reduce effort, friction, complaints and avoidable demand.
• Improve operational efficiency, service performance and cost to serve.
• Accelerate appropriate use of automation, AI and straight-through processing.
• Ensure journeys consistently meet Consumer Duty and customer support requirements.
• Embed continuous improvement, evidence-based decision making and shared accountability.

End-to-end journey leadership

• Own strategy, performance and transformation across all defined customer and adviser journeys.
• Create clear accountability for outcomes across functions, channels, products, systems and teams.
• Define target-state experiences, operating models and multi-year roadmaps.
• Establish journey governance and resolve conflicts where competing objectives exist.
• Escalate barriers, ownership gaps and delivery risks affecting outcomes.

Journey performance and outcome management

• Define and monitor end-to-end journey KPIs, OKRs and outcome measures.
• Track customer, adviser, service and operational performance, including satisfaction, NPS, complaints, effort, service performance, journey time, rework and failure…