Client Experience Onboarding Lead

About The Role
Location: Hereford | Salary: circa £35k | Contract: Full-time
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 allpay, 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 The Candidate
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 allpay, 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!

About The Company
Why Join Us?
People are at the heart of allpay, and we are proud to offer a supportive and rewarding environment, along with a competitive benefits package which includes:
 
Free on-site parking and electric car charging points
Two subsidised onsite restaurants
Discounts on major brands and cinema tickets
Defined Contribution Pension Scheme with salary exchange options
Private healthcare (after 6 months)
Generous holiday allowance plus option to buy/sell extra days
Free on-site gym and beautiful outdoor spaces  
Excellent Learning and Development offeringWe work with some great recruitment agencies. We don’t choose to partner with everyone. Explicit consent or confirmation must be received from our HR department before we accept CV’s. Contractual terms and specific campaigns must have been signed and agreed before you are considered a partner. We never accept unsolicited CV’s, EVER! Even from our trusted partners. We consider it “spoiling,” which does not endear you to us. By sending us unsolicited CV’s we deem these a free gift. If we choose to engage these candidates directly we will not pay you any fees. You will be deemed to have accepted this zero fee by providing unsolicited or spoiled candidates.
 
We are a company committed to Equal Opportunities.

All roles at allpay Limited are subject to successful background checks including a DBS and Credit Check