Head of Client Experience

Robert Walters is a global, specialist professional recruitment consultancy. "Our story begins in 1985, when our CEO, Robert Walters, opened the first office in Central London. Rob has led the company ever since and has the same passion and commitment today. Over the last 30 years the business has grown and so has our ambition. We now operate across 27 countries and employ over 3,000 people. It’s a powerful success story built on the strength of our people. Organizations rely on us to find high quality professionals for a range of specialist roles. Professionals who are looking for a new role, whether it’s on a permanent, interim or contract basis, trust us to find them their ideal job. I believe that Robert Walters is something special. But I and others in the company never forget that the most important person to us is you - whether you’re a hiring manager or a job seeker." Giles Daubeney, Deputy CEO, Robert Walters A leading investment organisation is seeking a Head of Client Experience to champion the design and execution of client value propositions and insights, directly supporting strategic business objectives. What you'll do: As Head of Client Experience, you will play an instrumental role in transforming how clients interact with the organisation at every stage of their journey. Your day-to-day responsibilities will involve Evaluate and refine client experience strategies for retail and institutional segments, ensuring alignment with each unit's needs and market conditions Study competitor service models to identify opportunities for enhancing the organisation's client journey Analyse customer feedback and data to pinpoint improvement areas, using reliable tools to capture insights across all channels Develop and execute a client experience strategy focused on increasing retention, reducing churn, and driving referrals Collaborate with cross-functional teams to deliver seamless customer journeys from concept to execution Promote best practices in client experience while staying updated on industry trends Implement advanced tools to monitor customer interactions and resolve escalated issues promptly Use intuitive surveys to measure satisfaction, loyalty, preferences, and expectations throughout the client journey Advise business units on process improvements that align with evolving client needs Lead change initiatives to foster a client-centric culture across all market segments What you bring: To excel as Head of Client Experience, you will bring an impressive track record of leading high-performing teams dedicated to service excellence within large-scale organisations Relevant degree required; a master's degree preferred, especially with practical experience in similar roles Minimum 10 years of proven leadership in service-oriented teams or customer experience functions with measurable impact Strong background in managing cross-functional teams within complex organisations Excellent influencing skills to drive decisions that prioritize positive client outcomes Expertise in designing end-to-end client experiences and leading organisational shifts toward customer-centricity Commercial acumen with a track record of turning enhanced client experiences into business results Advanced analytical skills to derive actionable insights from diverse data sources In-depth knowledge of customer experience trends, including digital transformation and AI integration Experience implementing tools for monitoring customer interactions and resolving issues efficiently Proven ability to create effective feedback systems, such as surveys, to capture evolving client needs and expectations