The chief executive of the wealth management firm said the creation of the team would help to “deliver excellence” to Towry’s 25,000 clients.
He said: “The creation of this team demonstrates Towry’s continued focus on delivering the best possible experience for clients.
“Our recent client experience delivery programme helped us to identify a number of process and service changes that are already proving beneficial for clients. The formation of this new unit can only help us to further improve the service we provide to our clients.”
The new client experience business unit will bring together a number of employees within Towry who are already focussed on client experience improvement initiatives.
Together they will continue to identify and implement process and service improvements which will enhance the overall client experience.
To this end, Towry has appointed Linda Payne onto its executive committee in the new role of head of client experience, and will lead the new business unit.
Ms Payne, who joined Towry in 2008 from Aviva, has been leading Towry’s client experience delivery programme since January 2013.