Charlotte's story
Charlotte Taylor St-Ruth, Head of client experience
What inspired you to follow a career in financial services, and how did you get started?
After school, I chose not to go to university. Back then (the late 90s), it was easier to find an entry-level office job than it is now, and that’s what I did. I had no clear idea of what I wanted to do; I just needed a job.
I started as a temp at Canada Life doing the administration for a team of financial planners, which I found really interesting.
Because I didn’t go on to higher education, I felt I’d missed out, and this gave me a thirst for learning. So, as soon as I got the chance, I started studying for my level three Certificate for Financial Advisers (CeFA) qualification. When I completed that, I moved into a role in the company’s business quality department, which mostly entailed checking files for compliance.
A year later, I got a position as a financial adviser at a major UK bank. This was a good experience that allowed me to develop my skills.
However, after a few years, I felt uncomfortable with the limited scope of only advising on the bank’s financial products and the pressure to sell products that I didn’t feel were the best in the market. This didn’t sit well with me ethically, and the job never felt like the right fit. I wanted to have the freedom to choose the best products for my clients and do what was right for them.
So, I took a year out to go backpacking around the world and figure out where I wanted to take my career. When I came back, I moved to London, got a job as a paraplanner and started working towards my level four diploma. Over 17 years or so living and working in London, I climbed the career ladder in paraplanning, finally becoming the operations director at an Independent Financial Adviser (IFA) firm.
I then moved down to Devon, and within 18 months I started working at Francis Clark Financial Planning. I’ve been with the firm for seven years, and I love how my career has developed since I joined.
Throughout my career, I’ve never stopped learning, and I’ve been fortunate that most of my studies have been fully supported by my employers. This has allowed me to achieve Chartered status and I’m also a Fellow now, which is the highest level of qualification in financial planning.
Have you had any role models or mentors who have helped your progress?
When I worked in London and started studying for my level four diploma, I used to get really stressed and nervous before exams – maybe because I didn’t have much experience of taking them.
The paraplanner I was working with at the time asked me, “What are you getting so nervous about?” She said, “I just go in there and think, come on then, let’s have a look at what I know. What’s the worst that’s going to happen?”
That was amazing advice, and ever since, I’ve never felt nervous about an exam. What she said just clicked with me.
Otherwise, I think I’ve taken bits of motivation and inspiration from lots of different people throughout my career. It’s been great to have women in senior financial planning roles that I could look up to.
I also think where Francis Clark Financial Planning is now is a huge achievement. Around 40% of our financial planners are women, which compares incredibly favourably to national figures – only about 18% of financial advisers and planners in the UK are female.
We were also shortlisted for a Professional Adviser Women in Finance Award for our Contribution to Gender Diversity at the end of last year.
It’s an inspiring and empowering place to work for both women and men.
What have been your most rewarding career moments so far?
Becoming Chartered and a Fellow, because I achieved those at the same time. I had to take a break when I was just two exams away from finishing to undergo treatment for cancer. Coming out the other side of that, picking up my studies and passing my exams felt like a massive achievement.
I’m also extremely proud of being a director at Francis Clark Financial Planning. I moved into this role three years ago, and it’s something I’d been wanting to do for a long time. It’s a fantastic job because I get to help shape the firm and its direction. I’m excited about what’s going to happen this year.
How has gender diversity changed in financial services during your career?
When I first started in the profession, I was an administrator, and these roles were mostly filled by women. I think there was one female financial adviser when I worked at Canada Life.
At professional development and networking events, the room was always filled with middle-aged men. There was very little diversity, and people often assumed any women present were working in administrative or support roles.
It’s changed to an extent, but the numbers show it’s still a very male-dominated profession.
That’s why I think it’s part of our responsibility as business leaders to show women what it’s really like working in financial services. I think there are a lot of misconceptions about what financial planners do. It’s actually a career that’s really well-suited to many women, who often have great communication skills, empathy, and emotional intelligence – all of which are crucial for being successful in the role.
What advice would you give to young women who are thinking about entering the profession?
Talk to us. I think most women in the profession would be happy to share their thoughts and experiences on working in financial services. We‘re keen to encourage more women into the profession, and our insights could help others make informed choices about their careers.
Also, seek out opportunities for work experience and get a mentor. I’ve recently started working with a new mentor because I feel they’re an invaluable resource, whatever professional level you’re at.
Finally, I’d recommend taking the time to find a firm that fits your values and goals; one that will support and nurture you. Look for companies that have a proven track record of investing in women and appointing them to leadership roles.
What are your long-term career goals?
At the moment, I’m focusing on developing my understanding of how AI can fit within our business ethically and responsibly. I want to explore how we can create a better experience for clients using the advanced technology that’s available to us now.
Businesses that don’t get on board with AI and make the most of it could get left behind in 2026. I want to keep Francis Clark Financial Planning ahead of the curve.