SVP, Customer Journey Design

LPL Financial is seeking a transformative SVP of Digital Service Journey Design to lead the strategic evolution of our digital self-help ecosystem. This leader will own the end-to-end digital journey design, ensuring seamless experiences across support channels while driving customer adoption of digital capabilities.

Through UX design thinking, journey mapping, analytics, and cross-functional collaboration, this executive will identify pain points, streamline experiences, and enable a unified, intuitive, and automated digital support model.

Responsibilities:

• Lead the development and execution of customer journey maps for clients across their entire life cycle

• Collaborate with cross-functional teams to identify areas of opportunity and implement solutions to enhance client experience

• Partner with product managers and user researchers to understand client needs and preferences

• Conduct regular reviews of customer feedback data to identify trends and opportunities for improvement

• Develop and track key performance indicators (KPIs) related to client engagement and satisfaction

• Work closely with sales and marketing teams to align customer journey designs with business objectives

• Stay abreast of industry trends and best practices related to customer experience and digital transformation

• Provide guidance and mentorship to junior team members

Requirements:

• Bachelor’s degree required; advanced degree preferred

• Extensive experience (10+ years) in customer experience/journey mapping, ideally within financial services

• Proven track record of driving successful digital transformations

• Strong knowledge of customer journey mapping methodologies and tools

• Excellent interpersonal and communication skills, including ability to present complex concepts to senior leadership

• Ability to manage multiple projects simultaneously while meeting tight deadlines

• Detail-oriented and highly organized approach to work

• Comfortable working in fast-paced environments and adapting quickly to changing priorities

• Experience working with agile methodologies

 

Pay Range:

$182,500-$304,100/year

 

Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!

 

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.

Join LPL Financial: Where Your Potential Meets Opportunity

At LPL Financial, we believe that everyone deserves objective financial guidance. As the nation’s leading independent broker-dealer, we offer an integrated platform of cutting-edge technology, brokerage, and investment advisor services.

Why LPL?

• Innovative Environment: We foster creativity and growth, providing a supportive and responsive leadership team. Learn more about our leadership team here!

• Limitless Career Potential: Your career at LPL has no limits, only amazing potential. Learn more