Based in our Dundee office, Steven is our Client Experience Manager, managing the Client Welcome and Onboarding teams. He and his teams work closely with several of our key client-facing business areas, including Private Client, Thorntons Property Services, Dispute Resolution and Claims, and Personal Injury, to give Thorntons’ clients the best experience possible.
Steven and his teams aim to ensure that all enquiries are answered promptly and correctly first time, improving the client experience and ensuring clients are supported throughout their interaction with the firm. In addition, they carry out client research, through channels such as client forums, surveys and digital workshops, and work with our service design team to ensure we are listening to client feedback and implementing changes where necessary.
Steven joined Thorntons in 2022, bringing 12 years’ experience within the financial sector to his role here at Thorntons. He also holds a CISI Level 3 Certificate in Investment Operations (Financial Qualification).