Luke McGrath
Senior Client Experience Manager @True Potential LLP
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WORK HISTORY
Senior Client Experience Manager @True Potential LLP
I moved into a dedicated Client Experience role to focus on improving end‑to‑end journeys for clients and financial advisers, with a particular emphasis on Consumer Duty, clarity and accessibility.Key responsibilities & impact:• Consumer understanding testing on priority client communications across the group, using research to evidence comprehension and support fair value assessments• Own the rollout and ongoing use of an experience analytics tool to understand real user behaviour, identify bugs and usability issues, and highlight drop‑off points in journeys• Translate behavioural and research insights into clear development specifications, collaborate with product and technology teams to implement changes, and track the impact on client outcomes and conversion• Support major CX initiatives with plain‑language client communications, ensuring they are understandable and aligned with Consumer Duty• Champion accessibility and inclusive design in both digital journeys and client communications, drawing on my background in web accessibility and content clarityCurrent focus areas:• Building capability in journey mapping and personas • Strengthening the link between CX initiatives and measurable ROI/impact• Helping position CX as a driver of client outcomes and business value
EDUCATION
Newcastle University
Bachelor of Laws (LLB), Law
Newcastle University
MA, Creative Writing
ABOUT LUKE MCGRATH
I’m a Senior Client Experience Manager in financial services, specialising in digital journeys, content clarity and accessibility. My background as a Head of Marketing means I care deeply about how things look, sound and feel to real clients, not just how they’re designed internally.Today, my work focuses on three areas:• Making sure clients understand what we’re telling them – through consumer testing and clear, plain‑language communications that support Consumer Duty and fair value assessments• Using behavioural and journey analytics to spot friction, drop‑off and confusion in digital journeys – then turning those insights into specific improvements• Ensuring our digital experiences and communications are as inclusive and accessible as possibleI enjoy working with regulation, data and human experience: taking evidence from research and tools, mapping it across the client journey, and using it to make life easier for clients and financial advisers.Previously, as a Head of Marketing, I led campaigns and communications that supported acquisition, engagement and retention. That experience gives me a commercial lens on CX: I’m interested not just in “nice experiences”, but in how better journeys build trust, usage and business outcomes.I’m currently deepening my skills in journey mapping, personas and service design, with a particular interest in:• Financial‑services client journeys• Consumer Duty and regulated communications• Accessibility and inclusive designI’m always happy to connect with people working in CX, UX, content design, accessibility and financial services, and with those who are interested in improving how clients experience regulated products.
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