Director of Client Experience

Allworth Financial (www.allworthfinancial.com) is an independent investment financial advisory firm that specializes in retirement planning, investment advising, and 401(k) management with a direct approach to financial planning. Allworth Financial delivers long- and short-term investment planning solutions and advice to help clients achieve their goals and plan strategically for retirement.

Allworth Financial is a high growth, private equity backed, multi branch Registered Investment Advisor. Founded in Sacramento, California, in 1993, and still run by its original founders, Scott Hanson and Pat McClain, Allworth is primarily a fee-based, employee-centric fiduciary advisory firm, that prides itself on emphasizing client well-being and education. The business is a multi-billion dollar firm and is on track for continued growth through both acquisitions and strong organic growth. Allworth is considered a great place to work and was once again given the prestigious “Circle of Excellence” award by the National Business Research Institute for employee and client satisfaction in 2021, placing it among the best-loved brands in America. Allworth Financial was also recognized as a Barron's Top 40 RIA in 2022.

SUMMARY

Are you a passionate leader with experience helping companies provide exceptional client service at multi stages of the service life cycle?  Allworth Financial is looking for a Director of Client Experience. This role is primarily responsible for developing our client experience strategy to provide exceptional personal service to potential and existing clients that will allow them to live reach and meaningful lives. Working in coordination with leadership from both Marketing and Financial Services, this role will continually review and improve the client experience processes, systems, policies and touch points to help Allworth meet our company goals and objectives.  This is done by soliciting feedback, analyzing results, and regularly making changes and recommendations to enhance and improve the overall structure and strategy. 

KEY RESPONSIBILITIES 

• Develop and execute strategy of all Client Experience (CX) initiatives.  Ability to look at the big picture and prioritize projects and activities to maximize client experience to help company achieve its goals. 
• Responsible for the day-to-day evaluation and improvement of the user experience in all stages of the client journey. 
• Lead and manage a team of CX/communications associates
• Generate and monitor Key Performance Indicators to track and improve key CX metrics, including Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT)
• Lead client communication strategy and efforts including print materials, email, and hard copy mail
• Manage the voice of client and voice of associate programs
• Partner and consult with functional areas (Financial Advisors and support staff, Marketing, IT, Compliance) to develop and improve processes, systems and policies
• Analyze and share client insights and data with company leadership and functional stakeholders to inform organizational improvements
• Lead client event strategy and in-person engagement efforts
• Support new partner acquisitions by leading communication strategy for new Partner Advisors with Allworth
• Thoroughly understand client journeys and expectations in relation to our service offerings, tools, and platforms
• Deliver expertise in design thinking concepts including user research, journey mapping, service blueprinting, user personas, and testing concepts
• Collaborate cross-functionally to shape and evaluate the digital User Experience (UX)
• Champions a Client Experience culture across the organization
• Leads Client Experience Steering Committee
• Prepare budgets and manage budget to goals and desired outcomes

 REQUIRED SKILLS

• 7+ years of client or customer experience (internal and external clients) and 3+ years in a management/leadership role. 
• Ability to understand and promote a culture of CX in a growing organization at all levels
• Experience gathering and analyzing CX data, especially Net Promoter Score and Customer Satisfaction
• Excellent written, interpersonal and verbal communication skills
• Ability to collaborate effectively across a variety of teams and levels within the organization
• Experience with CRM systems a must (Salesforce preferred)
• Strong knowledge of design thinking and User Experience strategies and implementation (journey mapping, service blueprinting, personas, data analysis, wireframing and prototyping)
• Experience with marketing automation systems a must (Hubspot preferred)
• Adobe Creative Suite
• Above average proficien