Head of In-life journeys

Core Responsibilities

1. Define and execute the in-life experience strategy, aligning with business objectives and client outcomes to foster engagement and client satisfaction.
2. Own the end-to-end client experience for in-life “jobs to be done”, ensuring seamless navigation across app & web features, communications, and support channels. Leads the planning, development and implementation of new products, analyzes markets and develops business readiness & implementation plans.
3. Enhance the mobile app experience, introducing intuitive features and design improvements that empower clients to manage their investments confidently. Responsible for increasing app store ratings and CSAT.
4. Work with Client Communications Manager to review and improve client communications throughout a client's lifecycle, ensuring clarity, consistency, and personalization across all channels.
5. Re-imagine help & support journeys, leveraging self-service tools, context...