Rathbone Brothers
Select how often (in days) to receive an alert: Department: Propositions & Service Experience Job Category: Location: London, GB, EC2V 7QN Date: 5 Feb 2026 Job Title: Head of Service Experience Location: London/Glasgow/Edinburgh/Liverpool Contract Type: Perm Reporting to: Ella Hugh The Role Transform how clients experience Rathbones by taking end to end ownership of the client journey across every touchpoint, channel and service standard to consistently deliver good client outcomes. You will lead the Service Experience agenda by working shoulder to shoulder with client facing colleagues, spending real time in the business to live and breathe the journeys as they do. Through collaborative service design expertise and pragmatic cross functional delivery, you will orchestrate the diagnosis, design and implementation of experience improvements and service standards that drive client satisfaction, retention and business growth. Leading a team that creates coherent, frictionless client journeys, you will work across the organisation to embed service design principles and ensure Rathbones delivers consistent, measurable and high quality service. Outcomes of the Role - What You'll Do End to End Client Experience and Service Standards Ownership Act as the enterprise owner of the holistic client experience from onboarding through ongoing service. Design, measure and continually improve journeys and service standards. Establish and evolve clear service standards that define what "good" looks like across key journeys and touchpoints. Embed service standards into operational processes through close collaboration with frontline teams. Ensure that good client outcomes are integrated into design, delivery and change activity. Immersive Engagement With Client Facing Colleagues Work in deep partnership with client facing teams, including advisors, service teams and operations. Sit alongside colleagues to understand real world challenges, pain points and opportunities. Shadow interactions and participate in daily workflows to bring frontline insight into design priorities. Build credibility by ensuring service standards and improvements reflect operational realities. Collaborative Strategic Leadership Drive collaboration with third party partners, data and analytics, change and transformation, and digital product teams. Influence senior leaders to adopt Service Experience principles and incorporate service standards into business design and regulatory programmes. Facilitate enterprise alignment on journey ownership, service standards and target experiences. Virtual Team Leadership and Enterprise Influence Lead a team of three Service Designers focused on end to end journey design, service standards and continuous improvement. Provide virtual leadership across distributed teams to break down silos and ensure consistent, standards aligned experiences. Build collaborative relationships across organisational boundaries to embed service design practice and shared accountability. Pragmatic Design Excellence Balance ambition with operational and technological realities. Translate insights into actionable design decisions that enhance client experience and colleague efficiency. Work closely with technology, digital and operational teams to ensure changes are practical, implementable and aligned with business priorities. Analytics, Measurement and Continuous Improvement Partner with insights and data teams to implement meaningful measurement frameworks for journeys, service standards and outcome delivery. Establish practical metrics demonstrating ROI, client value and alignment with client outcomes expectations. Embed ongoing monitoring of service standards and continuous improvement processes across the organisation Knowledge, Skills and Experience Collaborative & virtual leadership experience Senior Business Designer or Head of CX/SX experience with proven ability to lead virtually and influence across complex enterprise environments, preferably in Wealth Management, Asset Management, or Financial Services. Track record of leading CX/SX functions through collaborative partnerships that deliver pragmatic business outcomes. Experience leading virtual teams and driving practical CX/SX programmes across large, distributed organisations with cross functional, matrix style leadership capabilities. Pragmatic technical skills Proficiency in collaborative design tools (Miro, Figma) with ability to facilitate virtual cross team workshops. Practical experience with digital ecosystems including Salesforce, CRM, and MarTech solutions. Balanced expertise in information architecture, interaction design, visual design, and prototyping with focus on feasible implementation. Collaborative & pragmatic leadership competencies Systematic yet flexible approach to identifying realistic opportunities and implementing practical solutions through orchestrated delivery methods. Exceptional virtual leadership and stakeholder management skills with ability to build consensus and drive decision making across diverse, distributed groups. This is an orchestra conductor role that requires influence, credibility and clout with resources that report to other functional heads. Talent for translating customer insights into actionable, implementable business strategies across enterprise functions. Strong collaborative mindset - actively seeks input, builds on others' ideas, and creates shared ownership of solutions. Pragmatic problem solving - balances ideal outcomes with practical constraints, focuses on deliverable improvements over perfect solutions. Enterprise leadership capability - influences and leads across organisational boundaries without formal authority.
Select how often (in days) to receive an alert: Department: Propositions & Service Experience Job Category: Location: London, GB, EC2V 7QN Date: 5 Feb 2026 Job Title: Head of Service Experience Location: London/Glasgow/Edinburgh/Liverpool Contract Type: Perm Reporting to: Ella Hugh The Role Transform how clients experience Rathbones by taking end to end ownership of the client journey across every touchpoint, channel and service standard to consistently deliver good client outcomes. You will lead the Service Experience agenda by working shoulder to shoulder with client facing colleagues, spending real time in the business to live and breathe the journeys as they do. Through collaborative service design expertise and pragmatic cross functional delivery, you will orchestrate the diagnosis, design and implementation of experience improvements and service standards that drive client satisfaction, retention and business growth. Leading a team that creates coherent, frictionless client journeys, you will work across the organisation to embed service design principles and ensure Rathbones delivers consistent, measurable and high quality service. Outcomes of the Role - What You'll Do End to End Client Experience and Service Standards Ownership Act as the enterprise owner of the holistic client experience from onboarding through ongoing service. Design, measure and continually improve journeys and service standards. Establish and evolve clear service standards that define what "good" looks like across key journeys and touchpoints. Embed service standards into operational processes through close collaboration with frontline teams. Ensure that good client outcomes are integrated into design, delivery and change activity. Immersive Engagement With Client Facing Colleagues Work in deep partnership with client facing teams, including advisors, service teams and operations. Sit alongside colleagues to understand real world challenges, pain points and opportunities. Shadow interactions and participate in daily workflows to bring frontline insight into design priorities. Build credibility by ensuring service standards and improvements reflect operational realities. Collaborative Strategic Leadership Drive collaboration with third party partners, data and analytics, change and transformation, and digital product teams. Influence senior leaders to adopt Service Experience principles and incorporate service standards into business design and regulatory programmes. Facilitate enterprise alignment on journey ownership, service standards and target experiences. Virtual Team Leadership and Enterprise Influence Lead a team of three Service Designers focused on end to end journey design, service standards and continuous improvement. Provide virtual leadership across distributed teams to break down silos and ensure consistent, standards aligned experiences. Build collaborative relationships across organisational boundaries to embed service design practice and shared accountability. Pragmatic Design Excellence Balance ambition with operational and technological realities. Translate insights into actionable design decisions that enhance client experience and colleague efficiency. Work closely with technology, digital and operational teams to ensure changes are practical, implementable and aligned with business priorities. Analytics, Measurement and Continuous Improvement Partner with insights and data teams to implement meaningful measurement frameworks for journeys, service standards and outcome delivery. Establish practical metrics demonstrating ROI, client value and alignment with client outcomes expectations. Embed ongoing monitoring of service standards and continuous improvement processes across the organisation Knowledge, Skills and Experience Collaborative & virtual leadership experience Senior Business Designer or Head of CX/SX experience with proven ability to lead virtually and influence across complex enterprise environments, preferably in Wealth Management, Asset Management, or Financial Services. Track record of leading CX/SX functions through collaborative partnerships that deliver pragmatic business outcomes. Experience leading virtual teams and driving practical CX/SX programmes across large, distributed organisations with cross functional, matrix style leadership capabilities. Pragmatic technical skills Proficiency in collaborative design tools (Miro, Figma) with ability to facilitate virtual cross team workshops. Practical experience with digital ecosystems including Salesforce, CRM, and MarTech solutions. Balanced expertise in information architecture, interaction design, visual design, and prototyping with focus on feasible implementation. Collaborative & pragmatic leadership competencies Systematic yet flexible approach to identifying realistic opportunities and implementing practical solutions through orchestrated delivery methods. Exceptional virtual leadership and stakeholder management skills with ability to build consensus and drive decision making across diverse, distributed groups. This is an orchestra conductor role that requires influence, credibility and clout with resources that report to other functional heads. Talent for translating customer insights into actionable, implementable business strategies across enterprise functions. Strong collaborative mindset - actively seeks input, builds on others' ideas, and creates shared ownership of solutions. Pragmatic problem solving - balances ideal outcomes with practical constraints, focuses on deliverable improvements over perfect solutions. Enterprise leadership capability - influences and leads across organisational boundaries without formal authority.
Optima Partners
Edinburgh, Midlothian
Principal Consultant - CRM & Next-Best-Action Decisioning The Role We're looking for a Principal Consultant specialising in CRM & Next-Best-Action Decisioning (NBA) to join our growing Customer Strategy & Engagement team. This is an exciting opportunity for somebody with 4+ years' consulting or relevant in house experience, who is eager to make an impact at the intersection of marketing, technology and customer experience. As part of our project teams, you will help leading organisations modernise how they plan, deliver and measure customer engagement, collaborating with clients to design future fit customer engagement strategies, martech roadmaps, and marketing ops models, that drive real business outcomes and deliver more personalised and effective customer experiences. This a role that offers variety, challenge and the chance to learn from senior experts, while shaping the future of customer centric marketing with some of the UK's most ambitious and well known brands. Key Responsibilities Shape and own enterprise-level customer engagement and NBA strategies that connect marketing, data, and technology to deliver business growth and customer value. Set the strategic direction for client maturity progression - architecting the roadmap from campaign based engagement to fully autonomous, real time decisioning ecosystems. Define the vision and guardrails for the use of AI, adaptive models, and contextual data - ensuring responsible, value driven application of advanced NBA capabilities. Oversee translation of business strategy into decisioning blueprints, prioritised use cases, and measurable success outcomes across multiple channels and lifecycle stages. Influence data and martech strategies to ensure readiness, integration, and scalability of NBA capability within the client's ecosystem. Establish enterprise measurement frameworks that quantify customer and commercial impact, embedding experimentation and continuous optimisation as business as usual. Govern experimentation and value measurement across programmes, ensuring rigour, comparability, and clear executive storytelling of performance and ROI. Articulate and simplify complex decisioning concepts for senior stakeholders, influencing investment and operating model decisions. Design and embed governance and operating models that enable sustainable NBA management, continuous learning, and cross functional alignment. Lead and mentor multi disciplinary teams, developing consultants and client practitioners to build enduring NBA capability. Develop and evolve Optima's intellectual property, accelerators, and methodologies that enhance market differentiation and delivery excellence in NBA decisioning. Act as a senior client partner, trusted advisor, and thought leader across accounts and industry forums, shaping the future direction of data driven engagement. Skills & Experience Essential 8+ years' experience delivering data driven marketing, CRM, or decisioning initiatives at a consultancy, agency or relevant industry role. Experience with technical configuration or integration of NBA/CRM platforms, including understanding of data pipelines, APIs, and workflow automation. Proven ability to shape and lead large scale decisioning transformation programmes from strategy to deployment. Demonstrated experience defining NBA operating models, governance, and measurement frameworks. Skilled at advising senior stakeholders on how to scale NBA and AI driven engagement. Leads teams of consultants and client personnel to design and implement NBA frameworks. Expertise in arbitration design, decision strategies, and business prioritisation. Shapes roadmaps and maturity progression - guiding clients from campaigns to always on NBA decisioning. Strong client relationship and delivery management experience across complex, multi stakeholder environments. Coaches and mentors teams to build client capability and adoption. Highly proficient in Microsoft PowerPoint and Excel. Desirable Deep expertise in decisioning platforms, e.g. Pega CDH, Adobe Experience Platform. Hands on experience architecting multi channel, real time engagement ecosystems. Thought leadership contributions, e.g. white papers, conference talks, capability development. Proven experience leading cross market or global deployments. Deep understanding of adaptive analytics, model governance, and responsible AI. Experience integrating NBA with CRM, DMP, CDP, and channel orchestration tools. Experience embedding test and learn frameworks and ROI measurement in decisioning programmes. Acts as practice or capability lead, defining standards and accelerators for reuse. Experience in regulated industries with complex governance needs, e.g. banking, insurance, telecoms. The Team You'll be part of Optima's Customer Strategy & Engagement service line; a dynamic group of strategists who help clients unlock customer value and deliver transformation and bring bold ideas and practical solutions to every engagement. You'll collaborate closely with colleagues across other services lines, including Growth, Delivery Office, Data Science and Data Engineering, contributing your marketing expertise to shape integrated, future ready solutions. Our team is based all over the UK, but every individual is aligned to one of our offices in either Edinburgh, London or Bristol. The Company Optima Partners brings together expertise in design, transformation, data, marketing and technology to help organisations grow and thrive. We are the go to challenger consultancy for AI driven transformation in the financial services, energy and telecoms industries, helping clients move from strategy to outcomes fast. Our clients include Lloyds Banking Group, Barclays, Virgin Money, Royal London, Aviva, Ovo Energy, The AA, and more. Our approach is hands on: we stay embedded through delivery, simplify complexity, and always focus on lasting results. We believe in forming deep partnerships with clients, so our work doesn't just advise but delivers impact in practice. For those joining us now, it's an especially exciting time - we're scaling fast and building the next chapter of our growth story. Ready to lead the next wave of marketing transformation? We'd love to hear from you.
Principal Consultant - CRM & Next-Best-Action Decisioning The Role We're looking for a Principal Consultant specialising in CRM & Next-Best-Action Decisioning (NBA) to join our growing Customer Strategy & Engagement team. This is an exciting opportunity for somebody with 4+ years' consulting or relevant in house experience, who is eager to make an impact at the intersection of marketing, technology and customer experience. As part of our project teams, you will help leading organisations modernise how they plan, deliver and measure customer engagement, collaborating with clients to design future fit customer engagement strategies, martech roadmaps, and marketing ops models, that drive real business outcomes and deliver more personalised and effective customer experiences. This a role that offers variety, challenge and the chance to learn from senior experts, while shaping the future of customer centric marketing with some of the UK's most ambitious and well known brands. Key Responsibilities Shape and own enterprise-level customer engagement and NBA strategies that connect marketing, data, and technology to deliver business growth and customer value. Set the strategic direction for client maturity progression - architecting the roadmap from campaign based engagement to fully autonomous, real time decisioning ecosystems. Define the vision and guardrails for the use of AI, adaptive models, and contextual data - ensuring responsible, value driven application of advanced NBA capabilities. Oversee translation of business strategy into decisioning blueprints, prioritised use cases, and measurable success outcomes across multiple channels and lifecycle stages. Influence data and martech strategies to ensure readiness, integration, and scalability of NBA capability within the client's ecosystem. Establish enterprise measurement frameworks that quantify customer and commercial impact, embedding experimentation and continuous optimisation as business as usual. Govern experimentation and value measurement across programmes, ensuring rigour, comparability, and clear executive storytelling of performance and ROI. Articulate and simplify complex decisioning concepts for senior stakeholders, influencing investment and operating model decisions. Design and embed governance and operating models that enable sustainable NBA management, continuous learning, and cross functional alignment. Lead and mentor multi disciplinary teams, developing consultants and client practitioners to build enduring NBA capability. Develop and evolve Optima's intellectual property, accelerators, and methodologies that enhance market differentiation and delivery excellence in NBA decisioning. Act as a senior client partner, trusted advisor, and thought leader across accounts and industry forums, shaping the future direction of data driven engagement. Skills & Experience Essential 8+ years' experience delivering data driven marketing, CRM, or decisioning initiatives at a consultancy, agency or relevant industry role. Experience with technical configuration or integration of NBA/CRM platforms, including understanding of data pipelines, APIs, and workflow automation. Proven ability to shape and lead large scale decisioning transformation programmes from strategy to deployment. Demonstrated experience defining NBA operating models, governance, and measurement frameworks. Skilled at advising senior stakeholders on how to scale NBA and AI driven engagement. Leads teams of consultants and client personnel to design and implement NBA frameworks. Expertise in arbitration design, decision strategies, and business prioritisation. Shapes roadmaps and maturity progression - guiding clients from campaigns to always on NBA decisioning. Strong client relationship and delivery management experience across complex, multi stakeholder environments. Coaches and mentors teams to build client capability and adoption. Highly proficient in Microsoft PowerPoint and Excel. Desirable Deep expertise in decisioning platforms, e.g. Pega CDH, Adobe Experience Platform. Hands on experience architecting multi channel, real time engagement ecosystems. Thought leadership contributions, e.g. white papers, conference talks, capability development. Proven experience leading cross market or global deployments. Deep understanding of adaptive analytics, model governance, and responsible AI. Experience integrating NBA with CRM, DMP, CDP, and channel orchestration tools. Experience embedding test and learn frameworks and ROI measurement in decisioning programmes. Acts as practice or capability lead, defining standards and accelerators for reuse. Experience in regulated industries with complex governance needs, e.g. banking, insurance, telecoms. The Team You'll be part of Optima's Customer Strategy & Engagement service line; a dynamic group of strategists who help clients unlock customer value and deliver transformation and bring bold ideas and practical solutions to every engagement. You'll collaborate closely with colleagues across other services lines, including Growth, Delivery Office, Data Science and Data Engineering, contributing your marketing expertise to shape integrated, future ready solutions. Our team is based all over the UK, but every individual is aligned to one of our offices in either Edinburgh, London or Bristol. The Company Optima Partners brings together expertise in design, transformation, data, marketing and technology to help organisations grow and thrive. We are the go to challenger consultancy for AI driven transformation in the financial services, energy and telecoms industries, helping clients move from strategy to outcomes fast. Our clients include Lloyds Banking Group, Barclays, Virgin Money, Royal London, Aviva, Ovo Energy, The AA, and more. Our approach is hands on: we stay embedded through delivery, simplify complexity, and always focus on lasting results. We believe in forming deep partnerships with clients, so our work doesn't just advise but delivers impact in practice. For those joining us now, it's an especially exciting time - we're scaling fast and building the next chapter of our growth story. Ready to lead the next wave of marketing transformation? We'd love to hear from you.