Director of Client Experience

Description

Position Summary:

The Director of Client Experience (DCX) is a senior leader responsible for ensuring clients have a consistently positive, valuable, and differentiated experience across every interaction with Employee Family Protection, Inc. This role owns and continuously improves the end-to-end client journey, aligning service delivery, communication, and organizational culture around client satisfaction, retention, and long-term value. The DCX partners cross-functionally to ensure seamless transitions, service excellence, and a strong voice-of-the-client framework. All employees of the Company are required to comply with the terms, conditions and obligations set forth in the Data Privacy and Security Manual and associated

data privacy and security policies as a condition of continued employment. 

Job Description/Essential Functions:

1. Client Journey Strategy:
  Design, map, and optimize the full client lifecycle, including onboarding, ongoing service delivery, renewal, and expansion. Identify friction points   and lead initiatives to improve the client experience across all touchpoints.

2. Voice of the Client:
  Own and manage client feedback systems including Net Promoter Score (NPS), CSAT, surveys, and direct client interviews. Analyze insights and translate   findings into actionable improvements across departments.

3. Cross-Functional Leadership:
  Partner closely with Sales, Operations, Marketing, Product, and Service teams   to ensure seamless handoffs, consistent communication, and aligned service   delivery throughout the client relationship.

4. Service Standards & Training:
  Define and maintain service principles, service-level agreements (SLAs), escalation paths, and experience standards. Coach, develop, and support   client-facing teams to deliver a consistent and high-quality client experience.

5. Retention & Growth:
  Drive client retention, renewals, referrals, and expansion opportunities through experience excellence. Support strategies that increase client   lifetime value and strengthen long-term relationships.

6. Performance Measurement:
  Monitor and report on key performance indicators including NPS, client retention and churn, client lifetime value (CLV), onboarding timelines, issue   resolution times, and referral/expansion rates.

7. Other Duties:
  Perform other related duties as assigned to support organizational goals and client experience initiatives.

Requirements

Educational Requirements:

Bachelor’s degree   required; master’s degree preferred.
Minimum of 7–10 years progressive experience in client experience, account management, operations, strategy, or a related field.
Insurance, benefits administration, or service-driven/subscription business experience strongly preferred. Active state life and health insurance license required.

Experience Requirements:

? Demonstrated leadership experience in customer or client experience strategy and execution.
? Proven ability to lead organizational change and drive cross-functional collaboration.
? Strong analytical and data-driven decision-making skills, including experience with client feedback metrics (NPS, CSAT, surveys).
? Excellent written and verbal communication skills with the ability to influence senior stakeholders.
? Experience designing service standards, escalation models, and operational workflows.
? Ability to think critically and act logically to evaluate situations, solve problems, and implement improvements.
? Professional, reliable, detail-oriented, and adaptable in a fast-paced environment.
? Ability to maintain confidentiality and protect proprietary and sensitive client information.