Client Experience Strategy & Delivery - Senior Associate Director - #2093785

A leading global investment manager is looking for someone to define what an outstanding client experience should look like – and to be the strategic mind that turns that vision into a clear plan others can build.

This is a thinking role, not a delivery one.

Sitting within a small, senior client experience team, you'll start with a blank sheet of paper and work out what "good" looks like across the entire client journey – then translate it into concepts that PMs, BAs and UX designers can execute. Think shaping the vision behind a new client portal: what's genuinely valuable, what clients should be able to do, and in what order to build it – before handing a clear brief to the delivery team.

Plenty of people can DO. What's rare – and what really matters here – is someone who can THINK: structured, strategic, and instinctively driven to improve the client experience beyond their day job.

WHAT YOU'LL DO

- Define client experience standards and journeys from the ground up

- Shape the vision for priority initiatives, then partner with UX and hand clear concepts to the delivery team

- Run the "insights engine" – client surveys and panels that turn feedback into action

- Diagnose gaps and pain points, and own the standards delivery is measured against

- Lead service propositions built around client segments (e.g. insurance) and own client tiering frameworks

THE ROLE REQUIRES

- Credible, first-hand client-facing experience in asset management – client service, account management, sales, sales support or similar

- A strategic thinker who's comfortable with a blank sheet of paper

- A natural problem-solver who's improved systems, processes and client experiences

- Someone who has lived the client experience and always had the instinct to make it better

- Confident with stakeholders and able to stand on their own feet in a small, high-contribution team

A genuinely strategic mandate with real ownership and visibility, plus a strong package and benefits.

Interested, or know someone who'd be perfect? Drop me a message or apply in confidence.