Group Head of Client Experience

Description

Welcome to Moneycorp. We're delighted you're interested in being a part of Moneycorp.

In the last decade, Moneycorp has transformed from a largely domestic, consumer-focused provider of foreign exchange to an end-to-end global payments' ecosystem.

With two banking licenses and operations across the entire value chain of the international payments and foreign exchange sectors, we enable businesses, institutions, and individuals to thrive beyond borders.

We help our clients realise their growth ambitions by providing them with worldwide reach, relentless regulatory excellence, and tailored, relevant solutions that resiliently optimise their financial operations.

We're fervent about pursuing our goals, making substantial contributions to the payments industry, and consistently offering unwavering support to our clients at every stage of their journey.

Moneycorp is a place where energy, commitment to our shared success and collaboration are core to our DNA. We're restless in our drive to surpass the expectations of our clients and unlock opportunities to support them at every stage of their journey.

The foundation of our success is our people, and nurturing a culture of belonging for all of our colleagues is central to our journey as a global business.

Find out more about Moneycorp's offering, global footprint and capabilities here.

Your Next Challenge

As the Group Head of Client Experience, you will lead the strategic development and operational delivery of our global Client Experience (CX) programme. You will own the frameworks, systems, and governance that ensure the voice of the client is embedded across the organisation, driving measurable commercial impact and continuous improvement.

This role is responsible for the design and execution of CX strategy aligned to group objectives, including the development of insight-led processes that proactively prevent client issues and enhance satisfaction. You will lead the implementation of performance frameworks that measure CX investment, operational effectiveness, and return on experience across all client touchpoints.

You will also be accountable for the governance of the CX programme at EXCO level, ensuring consistent reporting, action planning, and stakeholder engagement. This includes translating client feedback into actionable insights that inform product, service, and operational decisions, and establishing clear links between CX outcomes and business performance metrics such as retention, revenue growth, and profitability.

The successful candidate will have deep expertise in client insight, experience design, and stakeholder influence. You will be familiar with CX measurement tools, journey mapping, CRM platforms (e.g., Microsoft D365), and data analytics. This is a unique opportunity to shape a high-impact CX programme within a fast-paced, agile organisation, and to champion a client-first culture across the group.

Key Responsibilities

• Develop and implement a comprehensive client insights strategy aligned with company goals.
• Conduct client analytics to identify trends and behaviours that inform business strategies.
• Build and maintain analytics systems to monitor client behaviour and calculate lifetime value.
• Partner with data science teams to extract and analyse insights across systems.
• Develop predictive analytics to anticipate client needs and enable proactive service delivery.
• Utilise tools like Qualtrics and other technologies to capture and analyse feedback.
• Innovate in methods to assess and capture client feedback using emerging technologies.

Experience Design & Journey Optimisation

• Lead end-to-end client journey mapping and apply service design principles to eliminate friction.
• Monitor the client journey to understand and enhance the client lifecycle.
• Champion service design principles to reimagine journeys and reduce failure demand.
• Design and implement scalable systems that improve first-contact resolution.
• Collaborate with cross-functional teams to ensure a seamless experience across all touchpoints.

CX Governance & Strategic Leadership

• Define and track CX KPIs linked to revenue, retention, cost-to-serve, and lifetime value.
• Implement and monitor KPIs to measure effectiveness of insights initiatives.
• Build business cases for CX investment, demonstrating ROI and strategic value.
• Own CX commercial metrics including cost-to-serve, retention rate, and customer lifetime value.
• Benchmark CX performance against industry standards and best-in-class organisations.

Culture & Capability Building

• Lead and manage the client insights team, providing guidance and development.
• Lead internal engagement programmes to embed client-centricity across departments. Owning 'Close-The-Loop' process to ensure satisfactory resolution of all client concerns.
• Lead CX Committee to review survey insights, identify themes of opportunity, implement action plans with cross-business stakeholders and measure impact to KPIs based on continuous improvement approach.
• Drive continuous improvement by staying informed on CX best practices and trends.
• Manage the budget for client insights initiatives and ensure efficient resource allocation.
• Lead cross-functional CX immersion programmes to connect employees with real customer stories.

Person Specification

Proven experience in a strategy, analytics, client insights or customer research role, with a track record of successfully navigating complex organisations

• Passion for delivering exceptional customer insights and a deep understanding of client needs and expectations
• Strong analytical skills and the ability to build and interpret client data and feedback systems
• Experience with client insights management tools, and analytics and reporting
• Experience in calculating and monitoring client lifetime value
• Innovative mindset with the ability to leverage new technologies and methodologies for capturing client feedback
• Data science skills or the ability to effectively partner with data science teams
• Meticulous attention to detail and a passion for continuous improvement.
• Innovative and creative thinker with a logical and methodical approach to problem-solving.
• Ability to manage multiple projects and priorities in a fast-paced, agile environment.

Proficiency in Excel, Word, and PowerPoint for reporting, analysis, and stakeholder presentations.

Familiarity with CX platforms (e.g., Qualtrics, CRM systems).

Bachelor's degree in Business, Economics, Marketing, Data Science, or a related field (Master's degree preferred)

Experience in financial services or other regulated industries is highly desirable.

This position is full-time, permanent. The role is expected to be office-based in London as part of Group Marketing Team. However, we have an agile flexible working policy which enables you to work up to 2 days from home if desired.

Fostering a culture of belonging and inclusivity

We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network.