Head of Client Experience

BaringaUK1w ago

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Job description

About the role

Baringa seeks a Head of Client Experience to own the end to end client journey for its largest accounts. This role will shape global Client Experience strategy, align the function to commercial growth, and advise leaders on engagement. The position ensures listening remains central so that trust and distinction grow across every interaction. You will own the end-to-end client journey for Baringa's most strategic accounts, ensuring their experience reflects the firm's highest standards. You will define and own the global Client Experience strategy, setting the vision and standards that govern all client interactions. This role will act as a key advisor to firm leaders, translating client feedback into strategic recommendations for engagement and growth. You will ensure that listening to clients remains central to Baringa's culture, building long-term trust and distinction in a competitive market. The position will champion the creation of distinctive, relevant experiences that align with commercial priorities and the firm's strategic themes.

Location

London, United Kingdom

Engagement

10 month FTC

Compensation

130000 GBP

What you will do

You will orchestrate flagship executive communities for Chief Executive Officers, Chief Operating Officers, and Chief Information Officers to elevate relationship depth. You will design signature client journeys that deliver distinct, relevant experiences aligned to commercial priorities and to the firm's strategic themes. You will curate cNPS listening and broader insight loops that convert feedback into clear, timely actions. You will champion bold client stories that amplify Baringa authority and strengthen market positioning in a discerning audience. You will oversee thought leadership programs that reinforce trust and support account growth across multiple sectors. You will guide partners to prioritize relationship needs above program habits, ensuring engagement approaches remain human centred. You will coordinate with the marketing function to ensure every touchpoint reflects consistent, compelling positioning and value. You will extend reach into new executive communities while maintaining quality and relevance across networks. You will review outcome data to refine experiences and demonstrate impact on relationship and commercial metrics. You will partner closely with leaders to integrate CX thinking into growth and transformation initiatives. You will map the end-to-end client experience to identify moments that matter and opportunities to differentiate Baringa. You will establish governance and feedback mechanisms to ensure client insights directly inform service delivery and commercial outcomes. You will collaborate with delivery teams to embed client experience standards into project planning and execution. You will identify and resolve client friction points before they escalate, ensuring issues are managed proactively. You will represent the client perspective in cross-functional forums, ensuring voice of the client drives decision making. You will leverage Salesforce and LinkedIn to track engagement patterns and tailor outreach for maximum relevance. You will work with marketing to develop narratives and content that highlight Baringa's expertise and client impact. You will monitor competitor activity and market expectations to keep Baringa's client experience distinctive and current. You will support the development of tools and frameworks that standardize best practices across client teams. You will contribute to the development of Centre of Excellence standards for client experience within Baringa.

Requirements

You must have handled complex client relationships at scale within consulting or comparable environments. You need experience designing and running executive level programs, demonstrating a track record of ownership and delivery. Strong knowledge of measuring client health and translating insight into action is required for this role. Fluency in storytelling methods and reputation building is necessary to advance Baringa's positioning. You should understand how to align CX with commercial goals and firmwide priorities in a multi‑industry context. You must demonstrate the ability to manage multiple stakeholders and conflicting priorities while maintaining a calm, professional presence. You should have a proven track record of delivering high impact initiatives under tight deadlines and with limited direct resource ownership. You need to be comfortable interpreting data, drawing insights, and using these to influence action and investment. You should have experience working with executive audiences and adapting communication to senior decision makers. You must be able to travel to client sites as needed and work flexibly across time zones when supporting global programs. You should hold a degree-level qualification or equivalent professional experience that demonstrates strategic thinking and judgment. You must be fluent in written and spoken English to communicate effectively with global clients and partners. You should have experience applying frameworks for client health checks and satisfaction measurement. You need to show an ability to balance commercial pressure with client centricity in decision making. You should be comfortable using data visualization tools to present insights to senior stakeholders. You must adhere to Baringa's standards for confidentiality and professional conduct at all times.

Nice to have

Experience in energy, financial services, government, life sciences, or technology sectors may be valuable for this role.

Skills & tools

You will use Microsoft Office 365, Salesforce, and LinkedIn to manage relationships, track engagement, and communicate value.

Practical notes