Client Experience Director - Wellbeing, Risk & Healthcare
Join us at Isio as a Client Experience Director - Wellbeing, Risk & Healthcare. This senior leadership role is based within our rapidly expanding Reward & Benefits team, focusing on enhancing client experience across our Wellbeing, Risk & Healthcare (WRH) practice.
Our Reward & Benefits team plays a key role in expanding Isio’s offerings beyond pensions, including benefit design, technology, pensions advice, governance, and employee support services. We aim to deliver integrated benefit solutions to our clients.
We seek an experienced professional with a strong background in client management, innovation, and leadership to develop and oversee our WRH client experience. Responsibilities include creating new processes, leveraging technology, and managing client touchpoints.
You will collaborate closely with our Reward & Benefits team to deliver top-tier solutions to high-value clients and prospects, sharing your managerial expertise to foster innovation and excellence across our services.
Our goal is to provide a market-leading customer experience, driven by your leadership. We value engaging, positive, adaptable team players who build trusted relationships with colleagues, clients, and partners.
Role and Responsibilities
As a senior member of the WRH leadership team, you will oversee the client experience framework, ensuring the delivery of exceptional service. Your key responsibilities will include:
1. Developing and executing strategies to position Isio as a market leader in innovation and service excellence.
2. Enhancing client engagement strategies and interactions.
3. Leading quality assurance processes and responding to client feedback.
4. Supporting our benefits technology platform and onboarding new clients smoothly.
5. Maintaining high client satisfaction levels.
6. Managing relationships with insurers, providers, and partners to deliver high-quality outcomes and strengthen strategic partnerships.
7. Incorporating new systems and providing input into platform functionality.
Key Skills & Experience
* Senior client management experience in the employee benefits sector.
* Experience in wellbeing, risk, or healthcare is preferred but not essential.
* Ability to motivate and lead a team effectively.
* Strong communication skills, both verbal and written.
* Proven ability to handle complex stakeholder needs in a dynamic environment.
* Flexible approach to team management and client service.
* Positive attitude towards challenging projects and innovative thinking.
* Ability to improve team working environment and service quality.
Our Core Values and Commitment
* Power in Partnership: Building trusted relationships with clients and colleagues.
* Future Focus: Innovating to benefit clients and society.
* Strength in Difference: Embracing diverse perspectives for better solutions.
* People First: Recognizing the importance of people in our business and their impact.
What We Offer
At Isio, we support our colleagues’ growth through diverse experiences, development opportunities, and career progression. Learn more about our benefits and culture.
About Isio
Founded in 2020 from KPMG UK’s Pension Practice, Isio is an industry challenger offering expertise in Pensions, Investment, Benefits, and Wealth. We are committed to innovation, agility, and delivering impactful solutions for our clients.
We foster an inclusive, diverse workplace where everyone feels valued. Our offices across the UK support flexible, hybrid working arrangements. We are an equal opportunities employer and welcome applications from all qualified candidates.
If you require reasonable adjustments during the recruitment process, please contact hrrecruitment@ISIO.com.
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