Client Experience (ASQ) Programme Manager - UK Financial Services - FTC- London

  • Competitive
  • London, England, United Kingdom
  • Permanent, Full time
  • EY.
  • 25 Mar 19

Client Experience (ASQ) Programme Manager - UK Financial Services - FTC- London


At EY we are committed to providing our clients with the best experiences of working with us by delivering exceptional client service and building strong long term relationships.
Our Client Experience (ASQ) Program, provides our business with key tools to measure and monitor the experience from our clients' perspective. It enables our client handlers to objectively capture feedback and identify opportunities for improvement. Feedback is captured through either face to face Assessment of Service Quality (ASQ) interviews or surveys which generate valuable insights for our business and enable us to understand and respond to client needs.
The opportunity
This opportunity is to join our FS (Financial Services) Client Experience (ASQ) team at an exciting time as we refresh our approach to capturing and responding to client feedback implementing new technology to support this.

For 3 -5 months you will be expected to play a key role as a member of our Client Experience project team working to redefine our strategy and develop and test new key data capture and analytics tools across our UK business.

In the longer term you will be responsible for implementing the Client Experience program in the UK Financial Services sector (UKFS). You will work closely with key stakeholders, our sector and service line representatives, to communicate new policy and requirement monitor and drive adoption and provide quality reporting and analysis to leadership. You will be responsible for ensuring the smooth running of operations within the market and manage our offshore resources to do this.

You will be a key member of our broader EMEIA Financial Services Client Experience team and report into the EMEIA FSO Client Experience (ASQ) Leader.



Your key responsibilities
Stakeholder and project management

· Champion Client Experience and work with key UKFS stakeholders and their representatives across all the sectors (Banking & Capital Markets, Wealth & Asset Management and Insurance) and service lines (Assurance, Advisory, Tax, People Advisory Services and Transaction Advisory Services) to embed the programme, drive activity and ensure that it is focused on key strategic priorities
· Project manage and drive key elements of the UKFS Client Experience review project engaging with key stakeholders, testing solutions and meeting project milestones
· Build awareness of Client Experience through sustained communication to both service line and sectors Promote and embed the Client Experience program across UKFS in line with regional and area guidelines
· Present results to Senior Leaders at the UK Market Board on a regular basis and ensure stakeholders have a view of activity results and key themes
· Attend Client Experience interviews in the UK as a note-taker and manage UK note-taker community
· Support with large Client Experience reviews for UK HQ accounts, where required
· Actively participate in the broader EMEIA FSO Client Experience community and a key contributor at community meetings

Operations and reporting
· Work closely with EMEIA FSO Client Experience team to improve and streamline Client Experience processes in the UK and successfully operationalise the program, pilot and package materials to make ASQ tools (Assessment Service Quality) easily accessible to the UK FS business
· Manage off-shore resources with regards to UK operational tasks and reporting - ensuring processes are documented and adhered to
· Amalgamate and consolidate data to present an accurate picture of UKFS Client Experience activity, building a suite of regular quantitative and qualitative reporting, to the UKFS leadership team
· Deal with ad hoc UKFS Client Experience reporting requests
· Act as the first port of call for all UK Client Experience related operations queries
· Work with offshore support to manage UK calendar and ensure activity is tracked and results recorded in the Matrix System (this is the central Global repository)
· Actively participate in the wider EMEIA FSO Client Experience team contributing new ideas for areas of improvement across the program

Wider Accounts, Industry & Business Development (AIBD) responsibilities
· Attend and participate at EMEIA FSO AIBD events; act as a representative of the Client Experience team to provide knowledge and learning for colleagues in AIBD
· Seek opportunities to volunteer and support wider cross team AIBD activities

Skills and attributes for success
· Confident and skilled influencer, resilient and good at building relationships
· Self-starter, persistent, good at managing and completing multiple tasks
· Strong organisational skills, methodical with attention to detail
· Motivated, patient and a team player
· Excellent verbal and written communication skills
· Flexible to travel occasionally when required (c. once or twice per year for Regional meetings in continental Europe)

To qualify for the role you must have
· Strong Project management skills
· Experience of stakeholder management
· Strong Excel skills, with experience of quantitative and qualitative analysis

Ideally, you will also have experience of

· Management of client feedback or similar type of programme
· Analysing client insights, presenting themes and direction for decision making
· Data analytics skills to enable you to analyse data, manipulate it in Excel and using other data visualisation tools such as Tableau and/or Power BI
· Presenting to and influencing senior leadership
· Experience of client service and relationship management


What working at EY offers
We offer a competitive remuneration package where you'll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

· Support, coaching and feedback from some of the most engaging colleagues around
· Opportunities to develop new skills and progress your career
· The freedom and flexibility to handle your role in a way that's right for you

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

About EY
As a global leader in assurance, tax, transaction and advisory services, we're using the finance products, expertise and systems we've developed to build a b etter working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we'll make our ambition to be the best employer by 2020 a reality.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.


Join us in building a better working world.

Apply now.