Director, Client Experience Strategy Execution

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 Director of Client Experience (CX) Strategy Execution is responsible for driving cross-functional collaboration to transform how RSM assesses and improves the complete experience that clients have with us, including touchpoints and interactions from the point a client chooses to work with us, that shape a client’s subsequent perception of RSM and their likelihood to preserve or expand our relationship. S/he will apply exceptional analytical and communication skills, along with an ability to translate strategic objectives into actionable plans to improve how RSM executes on its enterprise client experience vision. Close collaborators will include members of RSM’s digital experience and client experience insights teams.

Responsibilities

Enterprise journey design capability development

Build RSM’s capability to proactively design and manage client journeys:

• Help leaders who want to design and execute client interactions to do so in a best-practice and consistent way, incorporating the latest on what we know about behavioral drivers of loyalty drivers to create relevant and high-impact experiences.
• Systematically examine one or two touchpoints at a time that all clients experience (e.g., onboarding/transition) and coach/facilitate leaders on the development and implementation of related, core digital/offline standards that:

1) codify how we execute the touchpoint with different client types,

2) measure related client satisfaction and related impact on client value, and

3) course-correct either at the relationship level (“inner loop”) or more broadly(“outer loop”) levels

• Act as a SME to help key stakeholder groups understand how best-practice firms define client journeys and manage against them to drive growth and promoter behaviors, and to help translate lessons-learned from best-practice firms outside our competitor space to meaningful implications for RSM
• In collaboration with RSM’s CX insights team, help ensure RSM leverages best practices on combining operational, behavioral and feedback data to improve our client journey understanding, surface pain points/moments of truth faster, and serve up related insights to our people in easy-to-consume ways

Enterprise CX alignment support

• Foster alignment and consistency in CX improvement and understanding efforts across the firm by representing enterprise CX in high-priority practice-specific CX improvement initiatives (e.g., global, industry, service line-specific).

Minimum Requirements

• Bachelor’s degree in Business, Marketing, Digital Strategy, or related field (MBA or advanced degree preferred).
• 10+ years of experience in client experience, digital transformation, or journey management, with at least 5 years in a leadership role within a professional services firm.
• Proven track record of leading cross-functional initiatives that improve client satisfaction and business outcomes.
• Expertise in journey mapping tools, analytics platforms (e.g., Power BI, Tableau), and CRM systems (e.g., Microsoft D365).
• Strong understanding of AI/ML applications in client experience design, analysis and delivery.
• Exceptional leadership, communication, and stakeholder management skills.

Preferred Requirements

• Experience in a partner-led, matrixed organization
• Familiarity with regulatory and confidentiality considerations in client data usage
• Knowledge of professional services KPIs and client satisfaction frameworks
• Familiarity with the structuring and management of data to support journey design and experience measurement

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, p