Head of Client Experience

📋 Description

• Define the Client Experience vision, strategy, roadmap, and annual priorities.
• Own the firmwide client experience charter and operating model.
• Lead Client Experience governance across advisory teams, operations, technology, marketing
• Prioritize client experience initiatives based on business impact, client need, and advisor-team
• Define the client service model by segment, in partnership with leadership, advisors, operations
• Establish standards for onboarding, responsiveness, client meetings, follow-up, communications

🎯 Requirements

• 10+ years of experience leading client experience, client service strategy, or client journey
• Demonstrated experience designing segmented service models, client journeys, service standards, and
• Proven ability to lead cross-functional work across operations, technology, marketing, compliance
• Experience using client feedback, data, and performance measures to prioritize improvements and
• Experience leading and developing teams, including building a new function.
• Strong communication and change leadership skills, with the ability to build alignment and adoption

🎁 Benefits

• Medical: Blue Shield (PPOs and HDHP with HSA) plans and Kaiser (HMO) plans for California associates
• Dental insurance with MetLife
• Vision insurance with VSP
• Optional supplemental benefits
• Healthcare savings accounts with company contribution
• Flexible spending accounts