About the Business

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!

About the Role

Level: 4

Department: Operations - Process Improvement

Location: Southampton

Contract: Permanent

As a Customer Journey Specialist, you will help Quilter understand, manage and improve priority customer and adviser journeys from end to end. You will bring together evidence from Voice of Customer insight, complaints, customer feedback, operational performance, risk events, failure demand, digital interactions and colleague expertise. You will use this evidence to identify where intervention is needed, define what better looks like and support accountable owners to deliver measurable improvements.

You will maintain a clear view of each priority journey, including its purpose, customers and cohorts, key moments, ownership, performance measures, risks, pain points, improvement activity and target state. Journey maps will be maintained as living management tools that connect customer experience with operational delivery, rather than as standalone outputs.

You will support journey owners through regular reviews and structured governance. This includes confirming ownership, assessing the strength of available evidence, identifying gaps, tracking improvement commitments and escalating material risks or barriers where progress is not being made.

You will help develop and apply Quilter's journey management approach, including journey prioritisation, maturity assessment and outcome measurement. You will balance customer experience, Consumer Duty, vulnerability, operational performance, cost, risk and strategic value to support transparent decisions about where the organisation should focus.

You will work closely with Customer Experience and Insight, Voice of Customer, Customer Outcomes, Customer Inclusion, Operations, Operational Excellence, Change, Proposition, Digital, Technology, Risk and Compliance. You will connect journey insight to existing delivery routes and help ensure improvement activity is assessed at end-to-end journey level rather than only within individual functions.

You will prepare clear, concise reporting for senior leaders and governance forums. You will be comfortable explaining the evidence, the customer and business impact, the confidence level of conclusions, recommended priorities and the action required.

A strong understanding of Consumer Duty is essential. You will ensure foreseeable harm, customer understanding, consumer support, vulnerable customer needs and differential outcomes are considered throughout journey analysis, measurement and improvement.

Responsibilities

• Maintain the customer journey portfolio, roadmap, governance calendar and supporting documentation.
• Facilitate journey discovery, validation, maturity reviews and ownership health checks with relevant stakeholders.
• Analyse qualitative and quantitative evidence, including surveys, complaints, Trustpilot feedback, customer research, contact demand, repeat contact, processing data, risk events and vulnerable-customer insight.
• Develop journey scorecards and dashboards that provide a clear view of ownership, evidence strength, performance, risks, improvement activity and outcomes.
• Support the development and consistent application of the Journey Optimisation Matrix, Journey Maturity Ladder and associated measures.
• Work with journey owners to define target states and the evidence required to demonstrate progression and good customer outcomes.
• Identify root causes and cross-functional themes, distinguishing symptoms from underlying journey-design issues.
• Translate evidence into prioritised problem statements, recommendations and improvement briefs.
• Ensure accepted opportunities are connected to appropriate delivery routes and are traceable through to decision, delivery and benefit.
• Track whether completed changes have delivered the intended customer, adviser, colleague and business outcomes.
• Maintain journey maps and related artefacts so they reflect material changes, new evidence and agreed future states.
• Provide constructive challenge where ownership, evidence, metrics, prioritisation or delivery are insufficient.
• Produce concise papers, dashboards, presentations and updates for senior management and customer-governance forums.
• Support the wider Voice of Customer programme and help convert insight into action.

Promote consistent journey-management standards, language and ways of working across Quilter.

About You

Experience in customer journey management, customer experience, service design, business analysis, operational improvement or a related discipline.

Strong analytical capability, with experience of combining qualitative and quantitative evidence.

Experience of translating insight into practical recommendations, priorities and measurable actions.

Strong stakeholder-management and facilitation skills across organisational boundaries.

Confidence presenting complex findings and recommendations to senior audiences.

Experience developing plans, roadmaps, governance packs, dashboards or management information.Ability to define measures, assess evidence quality a