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 ManCo
- Vulnerable Clients SteerCo, Conduct RiskCo
- Prospects, Clients (& client representatives)
Person Specification
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 within Private Banking, Wealth Management, Commercial Banking or Financial Services.
- Experience with NPS, customer feedback and journey mapping methodologies.
- Knowledge of Consumer Duty principles.
- Experience supporting proposition development or strategic projects.
Qualifications:
- Significant experience in a CX, client insight or service improvement role.
- Educated to degree level or equivalent
- Client focus
- Business & Commercial focus
- Judgment and Problem Solving
- Influencing others
- Communication and confidence
About Us
Life, Work and Benefits
At Arbuthnot Latham, we seek proactive individuals who embrace high standards and bring the energy needed to drive success. In return, you can thrive in a dynamic environment that values your innovative ideas and provides the stability and support for your personal and professional growth. Our human-scale ethos means that everyone is recognised as an individual, not just a number, creating a workplace where you truly belong and thrive.
As a service led, relationship driven bank, in-person collaboration and wellbeing are important to us and drives our inclusive culture. With this in mind we offer one day a week working from home.
- Competitive holiday allowance with the ability to buy / sell / rollover up to five days per year
- Pension via market leading provider
- 4x Life Assurance
- Discretionary Bonus
- Access to a suite of flexible benefits including Cycle to Work Scheme, Gym Scheme, Health Assessment, Season Ticket / Travel loans and Dental insurance as well as other discounts / vouchers
Data Privacy and Reasonable adjustments
We take keeping your data security seriously. For more detail on how we may keep your data please refer to our Privacy Notice
Reasonable adjustments : Please let us know of any adjustments or arrangements that you may need to help you apply to this role or that will help you during the recruitment process. If you wish to discuss any particular requirements or concerns you have because of a disability or medical condition please contact us at Information you provide about any disability or medical condition will remain confidential unless it is necessary to disclose it to other members of staff or outside agencies to ensure the health and safety of yourself and others, or to implement the adjustments you require. In these circumstances we will first discuss with you how and to whom the information may be disclosed.
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