Client Experience Transformation Lead- Wealth Management (m/f/d)

Client Experience Transformation Lead- Wealth Management (m/f/d)

The Client Experience Change Lead will be responsible for orchestrating and improving the end-to-end client experience as part of a major transformation programme within a leading wealth management business

Client Experience Transformation Lead- Wealth Management

London (Hybrid) x3 Days on-site

emagine is a high-end professional services consultancy and solutions firm Specialising in providing business and technology services to the financial services sector, we power progress, solve challenges and deliver real results through tailored high-end consulting services and solutions.

We have created a culture of openness and integrity by building genuine and strong relationships and partnerships, enabling us to be uncompromising in our dedication in delivering the optimal service for our clients. Our commitment is not just towards our clients but we aim to foster a positive and equitable working environment with our consultants and colleagues which stems from our core values: Confident, Dedicated, Responsible, Genuine.

We are seeking an experienced Transformation Lead to play a key role in shaping improving the end-to-end client experience as part of a major transformation programme.

The Client Experience Change Lead will be responsible for orchestrating and improving the end-to-end client experience as part of a major transformation programme within a leading wealth management business.

With a focus on enhancing digital platforms, improving client journeys, and delivering seamless migration from legacy systems, the role ensures that all change initiatives are designed and implemented with the client at the centre.

This is a senior role requiring strong leadership, strategic thinking, cross-functional collaboration, and deep domain expertise in financial services.

The Role:

Lead and document the future-state client servicing model for clients transitioning from legacy platforms.

Act as the single point of accountability for all client impacts, owning the end-to-end client change journey across multiple workstreams.

Support Product Owners and design teams to map, measure, and orchestrate customer journeys, ensuring seamless and consistent client experiences throughout migration and beyond.

Take ownership of client journey mapping (e.g., using tools such as Visio), continuously evaluating effectiveness and identifying opportunities for optimisation.

Drive cross-functional alignment across Product, Experience Design, Operations, and Engineering to ensure that user journeys are accurately represented and delivered as intended.

Serve as a trusted advisor to senior stakeholders, providing insight and guidance on client impacts and experience improvements.

Partner with digital teams to evolve the client portal experience, focusing on comprehensive, intuitive portfolio visibility.

Coordinate with the Client Migration team to plan and execute migration readiness activities, supporting operational continuity and client satisfaction.

Operate as a champion of continuous improvement, embedding a client-first perspective and leveraging external best practices.

Use insights from data, systems, and client feedback to inform prioritisation and design decisions, enhancing the overall effectiveness of transformation initiatives.

Lead and support teams through coaching, mentoring, and performance management—fostering a high-performance, client-focused culture.

Key Skills and Experience:

To succeed in this role, you will need:

Extensive experience within the UK financial services sector, particularly in wealth management, investments, or digital platforms.

Proven ability to lead client-facing change across complex programmes, ideally involving legacy system migrations and service model redesigns.

Strong collaboration skills, with a track record of working across business, design, and technology teams in agile environments.

Deep understanding of customer journey mapping, process evaluation, and data-led decision-making.

Demonstrable experience in client reporting, service design, and stakeholder communication at a senior level.

Confidence in influencing strategic direction and resolving delivery risks and issues to ensure timely, client-centric outcomes.

Experience working with or implementing Avaloq core banking systems.

Background in managing large-scale client migrations, particularly within regulated banking environments.

Familiarity with client portals and reporting platforms, and an understanding of how these tools support the wealth client lifecycle.

Our people

The ideal consultants will share our values and be aligned with our ways of working and as your career progresses, you can expect to work across all areas of the project lifecycle, from strategy to implementation. This will provide you with a broad base of experience from which to build an outstanding career.

The ideal consultants will share our values and be aligned with our ways of working and as your career progresses, you can expect to work across all areas of the project lifecycle.

We pride ourselves on;

Providing our people with a supportive culture, rooted in our values and driven by our purpose.

Promoting a culture of inclusion, collaboration, well-being, and learning and development.

Providing increased agility and flexibility within our hybrid working model

Investing in employees’ growth through ongoing training and development

Autonomy to take ownership of projects, making decisions and demonstrating individual expertise

Providing an transparent performance and career management experience.

Our consultants are integral to delivering successful consulting engagements, addressing our clients’ most pressing business challenges, and build lasting value in disciplines such as:

Solve sophisticated, ambiguous business, change and technology problems, bringing structure and meticulous analysis and planning, acting, and taking decisions with little strategic direction

Build, develop and sustain trusted senior client relationships in the C-suite by remaining highly attuned to client needs

Drive, enable and support the business, partnering with our leaders, clients, and consultants across our practices to take the best of emagine to our clients through opportunity identification/qualification, solution development/presentation

Interested?

At emagine, we are committed to building an international and diverse team by embracing our different backgrounds.

If you are up to the challenge and would like to find out more, get in touch with us immediately, our internal recruitment team is always keen to hear from dynamic individuals that are looking to further their career and explore their full potential.

“emagine is an equal opportunity employer, and employment practices are based strictly on merit. It is the policy of the Company to give equal opportunity in employment regardless of sex, sexual orientation, marital status, race, age, disability, gender reassignment, pregnancy and maternity, religion or ethnic origin”

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