CX Measurement Director

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The Client Experience Measurement Director leads the strategy, governance, and execution of RSM’s enterprise-wide client experience (CX) measurement framework. This role is responsible for the design and maintenance of a unified measurement ecosystem that integrates direct client feedback with indirect and inferred signals—including operational, behavioral, and financial data—to produce accurate, timely, and actionable insights that help RSM better understand its clients, preserve their trust, and enable their future.

This role complements and enables other enterprise CX, digital experience and talent analytics colleagues by ensuring a governed, scalable, high-integrity measurement system that leverages the latest advances in AI and advanced analytics to fuel journey design, innovation experimentation, and enterprise CX improvement. Success in this role requires a balance of strong analytics, business acumen and rigorous measurement discipline executive influence—to drive enterprise adoption of a client-obsessed operating model.

Job Responsibilities:

Enterprise CX Measurement Strategy

• Collaborate with senior RSM business stakeholders to drive the evolution and modernization of RSM’s enterprise CX measurement strategy and roadmap
• Ensure RSM’s measurement strategy supports journey design, management and continuous improvement in service delivery at the client relationship and practice levels
• Help challenge historical norms and drive consensus/alignment across diverse stakeholder communities

Integration of Direct & Inferred Signals

• Integrate structured feedback programs with operational, behavioral, and financial data to create a consistent and holistic client experience view from the enterprise level down to the client level

Enterprise CX Measurement Strategy

• Collaborate with senior RSM business stakeholders to drive the evolution and modernization of RSM’s enterprise CX measurement strategy and roadmap
• Ensure RSM’s measurement strategy supports journey design, management and continuous improvement in service delivery at the client relationship and practice levels
• Help challenge historical norms and drive consensus/alignment across diverse stakeholder communities

Integration of Direct & Inferred Signals

• Integrate structured feedback programs with operational, behavioral, and financial data to create a consistent and holistic client experience view from the enterprise level down to the client level
• In collaboration with enterprise CX colleagues, ensure CX measurement data is ingested into RSM’s systems appropriately, so core metrics and related insights show up naturally where our people do their work

Governance & Measurement Standards

• Support RSM leadership by developing and leading a common governance approach to assess, refine, or add measurement instruments and policies consistent with enterprise CX strategy
• Establish and maintain compliance with data privacy, regulatory requirements, and ethical use of client data
• Define and maintain unified CX metrics, standards, and quality expectations across all feedback programs and data pipelines, in collaboration with enterprise CX colleagues

Insights Delivery & Stakeholder Enablement

• Provide leaders and client teams with clear, actionable dashboards and reporting that translate insight into action.
• Ensure measurement insights reliably power CX journey design, touchpoint improvements, investment decision tradeoffs and enterprise alignment efforts.
• Help to communicate and connect key insights and findings to business priorities and tradeoffs; work to simplify complexity so RSM leaders and teams know how to interpret signals in CX measurement data

Collaboration with CX & Insights Team Colleagues to Deliver Value

• Supply high-quality measurement inputs into journey design, pain point identification, and touchpoint evaluation
• Coordinate with team colleagues on analytics enhancements, and to ensure measu