Customer Insights Manager

Quilter

  • London
  • Permanent
  • Full-time
  • 10 days ago
About the BusinessQuilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.Quilter oversees £126.3 billion in customer investments (as of August 2025). 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 RoleLevel: 4Department: Nu WealthLocation: LondonContract type: PermanentNuWealth, a fintech business acquired by Quilter in September 2024, is a direct-to-consumer (D2C) investment platform designed to empower individuals starting their investment journey. As part of Quilter, a FTSE-250 wealth management company overseeing £126.3 billion in customer investments (as of August 2025), NuWealth aims to bridge the advice gap by offering digital guidance and seamless investment solutions. The platform supports customers with accessible tools and works with financial advisers to deliver tailored financial planning for long-term prosperity.The Customer Insights Manager will play a pivotal role in driving NuWealth’s customer-centric strategy by leveraging data and insights to enhance user experience, improve platform engagement, and support advisers in delivering tailored financial solutions. This role combines analytical expertise with a deep understanding of customer behaviour to inform product development, marketing strategies, and Customer engagement initiatives, aligning with Quilter’s commitment to delivering good Customer outcomes under the FCA’s Consumer Duty.Key Responsibilities
  • Customer Data Analysis: Analyse user behaviour, platform interactions, and investment patterns to uncover actionable insights that enhance customer experience and drive retention
  • Insight Generation: Develop and present data-driven insights to inform product enhancements, marketing campaigns, and adviser support strategies, ensuring alignment with Customer needs and regulatory requirements
  • Customer Journey Mapping: Collaborate with product and marketing teams to map and optimise the end-to-end customer journey, from onboarding to long-term investment management
  • Funnel Optimisation: Provide insight into user behaviour across various conversion funnels and make strategic recommendations to improve drop-off rates and drive engagement
  • Content Delivery Strategy: Ensure customers receive timely, personalised content by leveraging behavioural insights and customer data to inform campaign and communication strategies
  • Market Research: Conduct research on market trends, competitor offerings, and customer preferences in the D2C investment space to identify opportunities for innovation and differentiation
  • Performance Reporting: Create and maintain dashboards and reports to track key performance indicators (KPIs) such as user engagement, retention rates, and Net Promoter Score (NPS), and ensure outputs are reported effectively to managers and senior stakeholders
  • Regulatory Compliance: Ensure all insights and recommendations adhere to FCA regulations, particularly Consumer Duty, to deliver fair and transparent outcomes for Customers
  • Cross-Functional Collaboration: Partner with product managers, data scientists, and marketing teams to integrate insights into platform development and customer communication strategies
  • Innovation and Digital Enhancement: Support NuWealth’s digital transformation by identifying opportunities to leverage data and AI capabilities to personalise user experiences and streamline adviser workflows
  • Working across multiple departments, particularly Marketing and Product, with a focus on optimising customer experience through behavioural science and customer insights.
  • With a strong D2C lens, efforts centre on improving conversion rates across funnels, ensuring the right content reaches the right audience at the right time, and making recommendations that continually enhance the user experience.
  • Engaging and reporting to stakeholders and managers.
About YouEssential:
  • Strong experience in customer insights, data analytics, or a related role, preferably in financial services or fintech
  • Proficiency in analytical tools (e.g. SQL, Tableau, Appsflyer, Mix Panel) and experience with customer data platforms (CDPs)
  • Strong understanding of customer behaviour and experience in journey mapping or UX research
  • Excellent communication skills to present complex insights to non-technical stakeholders
  • Knowledge of FCA regulations, particularly Consumer Duty, and their application to Customer outcomes
  • Bachelor’s degree in Business, Data Analytics, Marketing, or a related field
Desirable:
  • Experience in the wealth management or D2C investment sector
  • Familiarity with Quilter’s platform or similar investment platforms (e.g. pensions, ISAs)
  • Background in working with financial advisers or supporting adviser-led solutions
  • Exposure to AI-driven analytics or digital transformation projects
Person Specification
  • Analytical Mindset: Ability to translate complex data into actionable insights and compelling narratives
  • Customer-Centric: Passionate about understanding and advocating for customer needs to drive platform improvements
  • Collaborative: Comfortable working with cross-functional teams, including product, marketing, and compliance
#LI-PM1Inclusion & DiversityWe 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.ValuesDo 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 BenefitsHoliday: 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 onlyIn 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.

Quilter