Client Journey Manager

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Client Journey Manager

Date: 31 Jul 2025

Location: London, GB

Company: Royal London Group

Job Title: Client Journey Manager

Contract Type: Permanent

Location: London

Working style: 50% Hybrid - home/office based

Closing date: 14th August 2025

We're looking for a Client Journey Manager to help shape and enhance the end-to-end client experience at RLAM.

As Client Journey Manager, you will lead optimisation of the end-to-end client journey, covering multiple client sectors, deep diving into key touch points such as the sales pitch, onboarding and reporting - ensuring they are seamless, engaging, and aligned with commercial goals.

This role is pivotal in turning client insights into actionable improvements, embedding a client-first mindset across teams, and driving measurable gains in satisfaction, retention, and advocacy.

About the role

• Lead the mapping of key client journeys (e.g., Sales Enablement, onboarding, reporting, servicing) to identify pain points, moments of truth, and opportunities for improvement.
• Use qualitative and quantitative data (e.g., surveys, CRM data, interviews) to inform journey design and prioritisation of enhancements.
• Work closely with distribution, operations, marketing, digital, and technology teams to align and prioritise journey improvements with business goals and client needs, with a commercial focus
• Support the creation of clearly defined business cases, with well-articulated Client and Business outcomes and requirements that can be understood by stakeholders. Analyse and evaluate operational processes supporting the delivery of our proposition, producing documentation of current and target state as required.
• Define baseline metrics for Client Experience performance (e.g., satisfaction, conversion, retention) and regularly report on progress to stakeholders.
• Establish mechanisms to continuously gather and act on client feedback, ensuring the voice of the client is embedded in decision-making.
• Partner with digital teams to enhance online and mobile experiences, ensuring consistency and ease of use across platforms.
• Support the rollout of journey improvements through effective communication, education, and stakeholder engagement.
• Communicate key research findings in context of our Client and Commercial strategy in an engaging format.

About you

• Experience in client experience, service design, or customer journey management, ideally within asset management or financial services.
• Strong understanding of client lifecycle stages and key touchpoints in B2B or B2C financial environments.
• Proficiency in journey mapping tools (e.g., Miro, Smaply, Lucidchart) and data analysis platforms (e.g., Excel, Power BI, Tableau).
• Excellent communication and stakeholder management skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Familiarity with agile methodologies and continuous improvement frameworks

About Royal London Asset Management

Royal London Asset Management (RLAM), part of the Royal London Group, is one of the UK's leading fund management companies working with a wide range of clients across the globe to achieve their investment goals. Our long-term, client-driven focus means that we have a long-standing commitment to responsible investment. We act as responsible stewards of our clients' capital, exercising their rights and influencing positive change.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits

Inclusion, diversity and belonging

We're an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.