Director of Client and Advisor Experience

March 5

Apply Now

Receive Emails with Similar Jobs

Earned Wealth

WebsiteLinkedInAll Job Openings

We are a first-of-its-kind, highly specialized advisory tailor-made for physicians. Diligently researched, we are focused on the unique challenges, desires, and needs of doctors, whatever form that takes. We’re experts in your unique career journey and have created a range of products and services to help you build a brighter financial future.

11 - 50 employees

💰 $12M Series A on 2023-04

📋 Description

Map Earned’s current state omni-channel service model across all service lines and for enterprises, practices and individuals across all touch points.•Translate our current state service experience to a target future state, underpinned by a wealth playbook that includes sequencing of key advisory activities, required deliverables/reporting, and client touchpoints, including frequency and modality.•Define roles across all advisors (wealth, retirement, tax, accounting, etc.) and the playbook elements that each are responsible for delivering.•Inform our approach with market analysis and consider enabling software solutions.•Codify the playbook into business requirements to inform instrumentation within Salesforce, our client app/portal, and other key systems, including how data is structured and what is tracked where to ensure we can measure service consistency.•In close partnership with the product team, determine the interplay of systems necessary (back end and front end) to enable maximum coordination and cross-servicing across advisors on behalf of clients.•Oversee the process to architect a custom instance of Salesforce, including continuous improvements, to advance us toward our future state client and advisor experience - including the process to train teams and ensure universal adoption.•Define client and advisor experience metrics that best reflect the quality and consistency of the service our clients receive and their happiness.•Review the Market for advisor solutions from a build, buy partner perspective.

🎯 Requirements

7+ years experience within a financial services institution in a product, experience, strategy, or business operations role, with some evidence of work within client or advisor experience.•Strong evidence of impact in past roles - including improvement of key experience-related metrics for clients or advisors.•Experience working with Omni Channel service delivery•Strong written and verbal communication skills and familiarity with process mapping and .•Experience working with and leveraging the SDLC and partnership with Product and development•Proven track record of successful collaboration across teams and with Leadership.•Willingness to travel up to once per month to meet face to face with client service and other teams.

🏖️ Benefits

An attractive total compensation package•Employer-sponsored health insurance (medical, dental, vision)•401k + 5% match