Client Journey Excellence Specialist

Job Description

You will report to the Head of Client Journey Excellence (EMEA) and act as the dedicated India-based partner supporting the design, evolution and embedding of a high-quality experience for our clients.
Working closely with Client Managers and key internal teams you will support the identification, prioritisation and execution of improvements, ensuring alignment with client needs, agreed objectives and regulatory expectations, including Consumer Duty.
You will play an important role in producing insight, MI and reporting, enabling informed decision making and supporting strong governance.

Role Responsibilities

How you'll spend your time…

Supporting client journey definition and evolution

• Support the development and ongoing maintenance of the end-to-end client journey framework, including journey maps for priority client types and identification of "moments that matter".
• Document current-state and target-state journeys, capturing handoffs, pain points and dependencies across Client Management, Sales and operational teams.
• Maintain a central repository of journey artefacts, ensuring accuracy, version control and accessibility.
• Help monitor market trends, peer practices and evolving client expectations, providing structured insights to support continuous improvement.

Driving the improvement pipeline

• Help identify pain points, inefficiencies and inconsistent experiences across journeys through data analysis, stakeholder engagement.
• Help maintain the prioritised pipeline of improvement initiatives, with clear owners, milestones and status.
• . Contribute to the scoping and analysis of initiatives, including problem definition, root cause analysis and solution options.
• Coordinate delivery of agreed improvements with Client Management leaders and partner teams, supporting implementation, tracking actions, risks and ensuring timely progress.
• Assist in embedding improvements into BAU processes to ensure consistency.
• Track post implementation outcomes to assess whether the improvements have delivered the intended client benefits.

Leveraging data, MI and technology

• Support the design and production of KPIs, dashboards and reporting that measure client engagement, satisfaction and effort, and the impact of improvement initiatives.
• Partner with Technology, Data and CRM teams to gather requirements, support user testing and help embed workflow, automation and AI-enabled solutions into the client experience.
• Provide insight and evidence to support governance discussions, including progress against KPIs, actionable insight and areas requiring leadership attention.
• Assist in embedding metrics and reporting frameworks with Client Management leaders to support the ongoing performance tracking.

Enabling culture and collaboration

• Act as a connector across Client Management, Sales, Operations and India-based teams, ensuring a joined-up approach to client experience.
• Maintain clear action, risk, issue and dependency logs for improvement initiatives, ensuring timely escalation and effective decision making across stakeholder groups.
• Prepare executive-ready materials, leadership updates and communications as required.
• Support the embedding of consistent standards, best practices and a client centric approach across teams.
• Reinforce Consumer Duty principles within client journeys, supporting compliant and client focussed outcomes.

Key Capabilities

To be successful in this role you will have…

• 5 to 7 years of experience in asset management, wealth management, financial services consulting, or client-facing operations, ideally with exposure to EMEA distribution or client management.
• Working understanding of the end-to-end client lifecycle, including pre-win, onboarding and change, and ongoing client management.
• Strong analytical and problem-solving skills, with the ability to break down complex problems, structure analysis and identify root causes.
• Proven ability to produce high-quality, executive-ready deliverables in PowerPoint, Excel and Word, including journey maps, process flows and dashboards.
• Comfort working with data, MI, workflow tools and CRM platforms (e.g. Salesforce) to derive insights.
• Strong stakeholder management skills, with the confidence to engage senior colleagues and prepare materials for leadership audiences
• Self-starter mindset, comfortable operating with ambiguity, in a matrixed and capacity-constrained environment, and across multiple time zones.
• Excellent written and verbal communication skills in English.

Desired Capabilities

If you also had this, it would be great…

• Prior experience in a consulting, transformation, or client experience function within financial services industry.
• Exposure to client journey mapping, operating model design or service design methodologies.
• Familiarity with automation and AI tooling (e.g. Power Automate, Copilot, Power BI) applied to client experience or operations.

In-Office Collaboration

We are a client-centric, relationship-based business. Working together in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full-Time/Part-Time

Full time

Timings

(2:00p-10:30p)

India Business Unit

AWMPO AWMP&S President's Office

Job Family Group

Sales

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law.

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.