Head of Client Experience (FTC)

Our Clients and Marketing team are looking for an experienced Head of Client Experience to join them on a 10 month FTC. 

Our Clients & Marketing function plays a critical role in helping us attract with expertise, nurture enduring relationships and drive sustainable growth in our largest accounts. Client Experience (CX) sits at the heart of this.

Established five years ago, it brings together:

• Executive Client Networks
• Signature client experiences
• Client listening and insight
• Thought leadership and client storytelling

Its purpose is simple: to build deep, trusted relationships with senior clients — strengthening our position in priority accounts, supporting commercial growth and helping Baringa show up in a more distinctive, bolder way.

We're now building on the success of our existing Networks and expanding into new executive communities, creating an exciting opportunity to join a growing team at the centre of Baringa's client strategy.

What you will be doing

CX strategy and leadership

• Leading the global Client Experience strategy, ensuring clear alignment to firmwide, Clients & Marketing and account growth priorities
• Shaping and evolving the CX model to maximise relationship depth, advocacy and commercial impact
• Acting as a senior advisor to partners and leadership on how to engage clients effectively

Client Networks and experiences

• Owning the strategy, quality and success of Baringa's executive client communities, including CEO, COO, CIO and future C-suite Networks
• Overseeing a small number of high-impact, signature client experiences
• Overseeing flagship thought leadership and research programmes that strengthen Baringa's authority, client relationships and market profile
• Ensuring all activity is curated, relevant and relationship-led, not programme-led

Client listening and insight

• Leading the cNPS and broader client listening approach, ensuring insight is captured and translated into clear actions
• Ensuring CX activity consistently reflects what matters most to clients

Client stories and advocacy

• Leading the Client Stories strategy, strengthening Baringa’s brand and credibility through real client impact
• Embedding storytelling and insight into CX activity

Client Experience leadership and team development

• Line managing and developing the UK Client Experience team, including the Client Experience Operations & Delivery Lead and Client Experience Community, Content & Engagement Lead
• Providing leadership, coaching and clear direction to ensure a high-performing, collaborative team culture
• Working closely with the US Marketing Lead to provide day-to-day oversight, support and alignment for the US Client Experience Marketing Advisor

CMLT and firm leadership

• Acting as an active member of the Clients & Marketing Leadership Team (CMLT)
• Contributing to the broader strategy, priorities and evolution of the C&M function
• Acting as a connector between CX, sector teams and leadership
• Owning the C&M People & Capability agenda and contributing to wider people priorities

Commercial impact and performance

• Ensuring executive communities, client listening, thought leadership and signature client experiences are integrated into account growth strategies
• Leading on measurement, reporting and continuous improvement of CX impact
• Driving strong senior engagement across Large & Global Accounts
• Ensuring Client Experience investment delivers measurable relationship, engagement and commercial outcomes

Your skills and experience

• Significant experience in Client Experience, relationship marketing or senior engagement strategy, ideally in a B2B or professional services environment
• Proven track record of building and leading high-impact client engagement programmes or communities
• Strong strategic thinking and execution capability, able to translate strategy into tangible outcomes
• Exceptional relationship-building skills, with credibility operating with senior stakeholders and partners
• Strong judgement and ability to curate high-quality, relevant client interactions
• Experience leading and developing teams, providing clear leadership and direction
• Ability to operate at pace in a complex, fast-moving environment, balancing multiple priorities
• Strong commercial mindset, with a clear understanding of how client engagement drives growth and revenue
• Excellent communication and presentation skills (written and verbal)

What a career at Baringa will give you 

Putting People First.

Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include: 

• Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service. 

• Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave. 

• Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us. 

• Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice. 

• Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success. 

Diversity and Inclusion

We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people. 

An award-winning workplace

You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. Click here to see some of our recent awards and how we’ve achieved this. 

Using business as a force for good. 

We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve. 

We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.