Client Experience Manager

The Role

This is a newly created role.

There isn't a fixed blueprint, but there is a clear objective.

Improve clients experience, end to end.

You will work closely with senior leadership to identify where client journeys fall short, challenge existing processes, and drive improvements that lead to better outcomes.

This role sits across operations, change, and client experience. It requires someone who can bring those elements together.

What You'll Be Doing

Review and improve end to end client journeys
Identify gaps, risks, and friction points using data, feedback, and MI
Drive improvements aligned to Consumer Duty and client outcomes
Act as the voice of the client across projects and operations
Support testing of communications, processes, and accessibility
Work across teams to implement and embed change

What We're Looking For

You do not need to have done this exact role before.

But you will have experience across some of the following:

Client experience, client services, or customer journey improvement
Regulated financial services such as wealth or investment, as well as identify vulnerable clients
FCA frameworks such as Consumer Duty, TCF, COBS, or PROD
Process improvement, change, testing, or operational development
Using data, MI, or KPIs to support decision makingMost importantly, you will be able to:

See where things do not work for clients
Challenge it
Improve it
Bring others with you

Important

This role is focused on client outcomes and process improvement.

It is not:

IT Account Management
Sales
Pure relationship management

Why Apply?

Opportunity to shape a newly created role
Direct exposure to senior leadership
Real influence on how client outcomes are delivered
Strong long term development

Benefits

Competitive pension scheme
Salary of up to £50k
Private medical insurance
Employee Assistance Programme
Travel loans and cycle to work scheme
Reward and recognition programmes
Hybrid working
Group life assurance
Generous family leave entitlements

Summary

If you understand how client journeys work and how to improve them, this is an opportunity to step into a role where you can have real impact.

Shillito Group is a specialist recruitment and executive search partner, working with ambitious businesses to secure high-impact talent across commercial and engineering markets. Our reputation is built on deep expertise, trusted relationships and delivering results that go beyond the brief