Client Journey Excellence Specialist

Overview

Act as the India-based partner supporting the design, evolution and embedding of a high-quality client experience. Work with Client Managers and internal teams to identify, prioritise and execute improvements aligned with client needs, objectives and regulatory expectations, including Consumer Duty.

What you'll do

• Support the development and ongoing maintenance of the end-to-end client journey framework, including journey maps for priority client types and identification of "moments that matter".
• Document current-state and target-state journeys, capturing handoffs, pain points and dependencies across Client Management, Sales and operational teams.
• Maintain a central repository of journey artefacts, ensuring accuracy, version control and accessibility.
• Monitor market trends, peer practices and evolving client expectations, providing structured insights to support continuous improvement.
• Identify pain points, inefficiencies and inconsistent experiences across journeys through data analysis and stakeholder engagement.
• Maintain the prioritised pipeline of improvement initiatives, with clear owners, milestones and status.
• Contribute to the scoping and analysis of initiatives, including problem definition, root cause analysis and solution options.
• Coordinate delivery of agreed improvements with Client Management leaders and partner teams, supporting implementation, tracking actions and risks, and ensuring timely progress.
• Assist in embedding improvements into BAU processes to ensure consistency.
• Track post-implementation outcomes to assess whether improvements delivered the intended client benefits.
• Support the design and production of KPIs, dashboards and reporting measuring client engagement, satisfaction, effort and the impact of improvement initiatives.
• Partner with Technology, Data and CRM teams to gather requirements, support user testing and help embed workflow, automation and AI-enabled solutions into the client experience.
• Provide insight and evidence for governance discussions, including progress against KPIs, actionable insight and areas requiring leadership attention.
• Assist in embedding metrics and reporting frameworks with Client Management leaders for ongoing performance tracking.
• Act as a connector across Client Management, Sales, Operations and India-based teams to ensure a joined-up approach to client experience.
• Maintain action, risk, issue and dependency logs for improvement initiatives, ensuring timely escalation and effective decision making.
• Prepare executive-ready materials, leadership updates and communications as required.
• Support consistent standards, best practices and a client-centric approach across teams.
• Reinforce Consumer Duty principles within client journeys, supporting compliant and client-focused outcomes.

What you'll need

• 5 to 7 years of experience in asset management, wealth management, financial services consulting, or client-facing operations, ideally with exposure to EMEA distribution or client management.
• Working understanding of the end-to-end client lifecycle, including pre-win, onboarding and change, and ongoing client management.
• Strong analytical and problem-solving skills, with the ability to break down complex problems, structure analysis and identify root causes.
• Proven ability to produce high-quality, executive-ready deliverables in PowerPoint, Excel and Word, including journey maps, process flows and dashboards.
• Comfort working with data, MI, workflow tools and CRM platforms such as Salesforce to derive insights.
• Strong stakeholder management skills, with the confidence to engage senior colleagues and prepare materials for leadership audiences.
• Self-starter mindset, comfortable operating with ambiguity, in a matrixed and capacity-constrained environment, and across multiple time zones.
• Excellent written and verbal communication skills in English.

Nice to have

• Prior experience in a consulting, transformation, or client experience function within the financial services industry.
• Exposure to client journey mapping, operating model design or service design methodologies.
• Familiarity with automation and AI tooling such as Power Automate, Copilot and Power BI applied to client experience or operations.

Details

• Location: Gurugram, Haryana, India.
• Work in the office at least three days per week, with flexibility to work from home two days per week.
• Some roles may require additional in-office time or different in-office expectations, with specific requirements discussed during the hiring process.
• Employment type: Full time.
• Working hours: 2:00 p.m. to 10:30 p.m.