Client Experience Lead (VoC / NPS)

About Wealth Enhancement

Wealth Enhancement is an independent wealth management firm with an endless passion for enriching the lives of our clients. We continually seek to perfect our craft of personalized financial planning with our team-based Roundtable and UniFi processes that go far beyond the standard approach. We proudly provide unique financial plans and investment management services to over 75,000 households from our over 100 offices - and growing - nationwide.

Since 1997, Wealth Enhancement has tirelessly raised the standard of wealth management with specialized knowledge and more attentive service that helps every client craft their future. For more information, please visit www.wealthenhancement.com.

We believe that understanding and enhancing the client and Advisor experience is critical to driving success. As such, the Voice of the Customer / Client Experience Lead plays a critical role within Wealth Enhancement’s Centralized Solutions group, driving growth and retention for Advisors, clients, and internal teams alike.

We are seeking a highly motivated individual to establish and execute our client experience strategy, ensuring we continue to deliver outstanding service and foster long-term client relationships. This is a pivotal role for an experienced client experience professional ready to take ownership of VoC initiatives in a growing wealth management firm. As the sole VoC expert, you will be responsible for designing and executing client experience strategies, synthesizing data into actionable insights, and driving improvements across multiple business functions. You will work cross-functionally with leadership, advisors, operations, and marketing teams to ensure a client-centric approach to decision-making.

This role is ideal for a dynamic professional who thrives on innovation, education, and delivering exceptional value.

In the spirit of pay transparency, we are excited to share the base salary range for this position is $100,000.00 to $120,000.00 exclusive of bonuses and benefits. This role is also eligible for an annual corporate bonus. We encourage you to apply and provide us with your compensation expectations when you do. We’re big on open conversations, so, let’s have one.

Primary Job Functions

Voice of the Customer & Client Insights

• Develop and execute client experience surveys, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other key VoC programs.

• Analyze large volumes of quantitative and qualitative data from surveys, client interactions, and business performance metrics.

• Synthesize data into meaningful insights to drive decisions related to net asset flows, deposits, client retention, client satisfaction, wallet share, and overall client engagement.

• Own and manage the firm's Qualtrics CX platform, ensuring proper survey design, automation, and data integration.

Client Journey Mapping & Experience Strategy

• Create, document, and continuously improve detailed client, prospect, and Advisor journey maps to identify friction points and opportunities for improvement.

• Collaborate with key stakeholders across Advisory teams, marketing, operations, technology, and compliance to enhance the client and Advisor experience.

• Work closely with client service teams to translate VoC insights into action plans that drive measurable improvements in prospect conversion, existing client wallet share, and client retention.

Stakeholder Engagement & Executive Communication

• Speak directly with current and former clients to gather insights and provide qualitative depth to data trends.

• Develop executive-level presentations that summarize findings, recommendations, and strategic insights.

• Present VoC results and actionable recommendations to senior leadership and executive teams to inform strategic decision-making.

Education/Qualifications

• 3-5+ years of experience in a VoC, client experience, or customer insights role, preferably in wealth management, financial services, or a highly regulated industry.

• Strong data analytics and storytelling skills, with experience working with both structured and unstructured data.

• Proficiency in Qualtrics CX, Salesforce, Excel (pivot tables, VLOOKUPs, data analysis), and PowerPoint.

• Experience leading VoC programs, including survey design, deployment, and data interpretation.

• Ability to work cross-functional