Client Journey Excellence Specialist
Core
Design, evolve, and embed high-quality client experiences and journey frameworks for financial services clients, ensuring alignment with needs and regulatory expectations like Consumer Duty.
Role type
Senior IC client journey excellence specialist (financial services)
Builds
End-to-end client journey maps, improvement pipelines, KPI dashboards, and executive-ready reports
Domain
Financial services (Asset Management, Wealth Management, Retirement Planning, Insurance)
Deliverable
dashboards & analysis
Required skills
Client lifecycle management, journey mapping, data analysis, root cause analysis, stakeholder management, executive reporting, CRM platforms, process improvement
Preferred skills
Consulting/transformation experience, service design methodologies, automation/AI tooling (Power Automate, Copilot, Power BI)
Technologies
Salesforce, Power BI, Power Automate, Copilot, Excel, PowerPoint, Word
Responsibilities
Develop and maintain end-to-end client journey frameworks and maps; Identify pain points and prioritize improvement initiatives; Produce KPIs, dashboards, and reporting to measure client engagement and satisfaction; Coordinate delivery of improvements with Client Management and partner teams; Act as a connector across Client Management, Sales, Operations, and India-based teams; Reinforce Consumer Duty principles within client journeys
Seniority
Senior, hands-on IC
