Head of Client Experience

ABOUT US:
Come join the dynamic team at Kestra Financial! Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.


SUMMARY
This role leads a team with a clear purpose to create exceptional client experiences, driving learning outcomes, and minimizing service disruptions. We seek a leader who builds trust, drives loyalty, and strengthens the firm’s reputation. It blends the discipline of service operations, the impact of training and knowledge management, and the vigilance of operational risk management into one seamless approach. By partnering closely with internal teams, listening to clients, and studying the data, this leader uncovers the real drivers behind client challenges and turns them into opportunities for improvement. Every solution is designed not just to fix a problem, but to prevent it from happening again; leaving clients more confident, employees more capable, and the firm stronger than before.

WHAT YOU’LL DO
Client Experience Strategy & Leadership
• Lead client experience initiatives across multiple teams to ensure consistent, high-quality support for financial professionals and their staff.
• Partner with stakeholders to align service enhancements with broader business objectives and operational priorities.
• Identify friction points and opportunities across the client journey; implement scalable improvements based on data, client feedback, and root cause analysis.
• Use service metrics and insights to anticipate needs and proactively design solutions that improve satisfaction and deepen client relationships.
• Oversee service quality programs, including QA evaluation processes, voice of client insights, and call driver analytics.
Operational Risk Management
• Establish and lead an impartial operational risk management function to serve as the escalation point for all operational events across Client Operations.
• Coordinate cross-functional response teams to assess the current state, determine business impact, drive resolution, and craft internal and external communications as appropriate.
• Partner with responsible teams post-resolution to ensure processes, procedures, and controls are updated to prevent recurrence.
• Maintain a centralized log of operational events, collect and analyze trend data, and provide regular reporting to executive leadership.
• Identify systemic risks or recurring issues, recommending strategic solutions to reduce operational exposure and improve client experience.
Learning & Development (Internal)
• Design and manage onboarding and continuing education programs for the Client Service organization.
• Establish and oversee structured training cadences and curriculum to support role clarity, performance goals, and career development.
• Assist with the continuing development of all functional group’s SOPs and best practices, ensuring consistency and accessibility via a centralized knowledge system.
Advisor & Staff Education (External)
• Build and evolve curriculum frameworks tailored to the varying needs of financial professionals and their staff based on firm size, system usage, and business maturity.
• Deliver scalable learning solutions through a blend of self-guided content, live training, and in-person events.
• Oversee and ensure successful execution of flagship learning events designed to onboard, deepen adoption, or elevate advisor business practices.
• Own Staff Track at the firm’s annual conference (Ascend), including session curation, speaker coordination, and experience design. Ensure session content is strategically aligned with the goal of positioning Staff Track as the premier learning event, incorporating participant feedback and evolving business priorities.
Knowledge & Content Strategy
• Act as an internal tech writer and editor, translating complex operational and platform processes into digestible articles, videos, and guides.
• Curate, maintain, and evolve a digital knowledge base, anticipating user needs and streamlining self-service adoption.
• Leverage analytics and user feedback to continuously optimize content relevance and clarity.
WHAT YOU BRING
• Proven leadership in client service, learning and development, knowledge management, or related functions within a regulated industry.