Customer Experience Analyst

About the Business

Quilter oversees £157.4 billion in customer investments (as of August 2026). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.

High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning - offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues.

Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!

About the Role

Level: 3

Department: Operations - Process Improvement

Location: Southampton, hybrid working (3 days in office)

Contract: Permanent

As a Customer Experience Analyst, you will turn customer and adviser evidence into clear insight, practical recommendations and measurable action. You will combine qualitative and quantitative information from Voice of Customer surveys, complaints, public reviews, operational performance, risk events, customer research and colleague feedback to explain what customers are experiencing, why it is happening and where Quilter should focus.

You will support the development and delivery of Quilter’s Voice of Customer approach across business areas and priority journeys. This includes helping to shape survey frameworks, questions, measures and target tolerances; identifying the data and technology needed to gather feedback; and translating findings into concise dashboards, reports and presentations for accountable owners and governance forums.

A key part of the role will be maintaining effective relationships with internal stakeholders and selected external partners. You will coordinate activity, monitor delivery and data quality, manage issues and dependencies, and provide constructive challenge where controls, evidence or customer outcomes need to be strengthened.

The role will also support external benchmarking and reputation insight, helping Quilter understand its performance against relevant market practice and customer expectations. You will connect this evidence to journey improvement, proposition development, digital engagement and the wider change agenda.

You will work closely with Customer Experience and Insight, Customer Journeys, Customer Outcomes, Customer Inclusion, Distribution, Operations, Proposition, Digital, Technology, Data, Change, Risk, Compliance and Marketing. You will be expected to communicate confidently with senior stakeholders, clearly separating evidence from assumptions and making recommendations that balance customer, adviser, regulatory and business needs.

Responsibilities

• Analyse customer and adviser feedback alongside complaints, Trustpilot and other public reviews, operational data, risk events, failure demand, processing demand and relevant research.

• Produce clear, accurate and timely insight that identifies themes, root causes, differential outcomes, emerging risks and opportunities for improvement.

• Support the design and continuous improvement of Voice of Customer survey frameworks, including question sets, distribution approaches, target tolerances, measures and reporting requirements.

• Coordinate the data, technology and operational requirements needed to issue surveys and strengthen the coverage, reliability and automation of customer feedback.

• Develop and maintain dashboards, reports, presentations and governance updates that make insight easy to understand and support evidence-based decisions.

• Work with accountable owners to convert insight into prioritised actions, track progress and assess whether changes have delivered the intended customer and business outcomes.

• Undertake external benchmarking and market research across customer experience, journeys, digital engagement, propositions and relevant industry practice.

• Lead the day to day management of Quilter’s external review and adviser feedback arrangements, including VouchedFor, supplier relationships, forums, data exchanges, access processes, controls and service issues.

• Maintain robust processes for recurring data submissions, joiner and leaver activity, audit checks and issue resolution, ensuring personal data is handled appropriately and responsibilities are clear.

• Monitor the quality and integrity of third-party and internal datasets, investigate discrepancies and recommend sustainable improvements to systems, controls and ways of working.

• Support customer journey analysis by bringing relevant experience evidence into journey maps, scorecards, problem statements and improvement priorities.

• Prepare and facilitate workshops, working groups and stakeholder reviews, securing input and agreement across organisational boundaries.
• Apply Consumer Duty and vulnerable customer considerations throughout analysis, reporting and recommendations, including customer understanding, consumer support, foreseeable harm and differential outcomes.

About You

• Experience in customer experience, insight, Voice of Customer, research, data analysis, business analysis, service improvement or a related discipline.

• Strong analytical capability, with experience of combining qualitative and quantitative evidence and checking data quality before drawing conclusions.

• Experience of translating insight into clear recommendations, priorities and measurable actions.

• Confidence working with survey data, customer feedback, complaints, public reviews, operational measures and other complex datasets.

• Experience producing dashboards, management information, presentations or governance reporting for a range of audiences.

• Strong stakeholder management skills, with the confidence to work across organisational boundaries and constructively challenge internal and external partners.

• Excellent written and verbal communication, including the ability to explain complex findings clearly and present to senior stakeholders.

• Strong planning and organisational skills, with the ability to manage recurring operational activity alongside projects and changing priorities.

• An understanding of Consumer Duty, vulnerable customers and the importance of evidencing good customer outcomes.

• A practical, curious and collaborative approach, with attention to detail and a willingness to investigate issues through to resolution.
• Experience of survey platforms, customer feedback technology, Power BI or advanced Excel would be advantageous.

Inclusion & Diversity

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Values

Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.

Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.

Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.

Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core Benefits

Holiday: 182 hours (26 days)

Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.

Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.

Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.

Life Assurance: 4x your salary.

Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.

Healthcare Cash Plan: Jersey employees only

In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.