Client Experience Onboarding Lead

About The Role

We are looking for a Client Experience Onboarding Lead to deliver an insight‑led, seamless journey for clients from pre‑sales through to onboarding. Acting as a key connector between Business & Client Development, Product, and Client Onboarding teams, you will help uncover client needs early, clarify requirements, and ensure a smooth transition into onboarding. This role suits someone highly organised, client‑focused, and passionate about operational excellence and continuous improvement.

What You will Do

• Lead and optimise the client journey from pre‑sales engagement through onboarding, ensuring a consistent and “right‑first‑time” experience.
• Engage early with clients to understand objectives, pain points, and product needs, supporting CDMs and BDMs with accurate recommendations and quotations.
• Join pre‑sales discussions and client meetings to clarify onboarding requirements, timelines, dependencies, and expectations.
• Act as a key link between Sales, Product, IT, Contracts, Compliance, and Client Onboarding to ensure all technical and operational requirements are captured early and correctly.
• Monitor onboarding progress against SLAs, proactively resolve blockers, and gather feedback to refine the upfront client journey.
• Define, track, and report on onboarding KPIs, using insights to improve quality, efficiency, and client outcomes.
• Identify bottlenecks between pre‑sales and quote acceptance, recommending improvements to strengthen both client experience and internal performance.
• Represent the voice of the client across [Employer hidden — view at passion-project.co.uk], communicating insights that support product improvements, service enhancements, and process refinement.
• Provide onboarding‑specific input for proposals, tenders, direct awards, and client presentations.
• Share market, product, and regulatory insights to support organisational readiness and continuous learning.

About You

What We are Looking For

• Strong understanding of client onboarding processes, pre‑sales engagement, and sales operations.
• Excellent stakeholder management and communication skills, with the ability to build strong cross-functional relationships.
• Ability to translate technical, operational, and regulatory requirements into clear, actionable steps.
• Experience in process improvement, KPI development, and using insights to enhance service quality.
• Highly organised, proactive, and confident in resolving issues and driving momentum.
• A client‑first mindset, with the ability to represent client needs across multiple internal teams.

At [Employer hidden], our values guide how we work every day, and we are looking for someone who embodies them:

• Curiosity – you look ahead, explore new information, and use insights to support better client outcomes
• Integrity – you communicate openly and do what’s right for clients and colleagues.
• Collaboration – you work closely with teams across the business to create a joined‑up experience.
• Agility – you adapt quickly, stay focused in a dynamic environment, and keep momentum moving.

If you would like to be part of a collaborative team driving client success and onboarding excellence, apply now and join us!