Director of Client and Advisor Experience - Remote

Overview

The Director of Client and Advisor Experience (CE/AE) will play a central role in defining and executing Earned's advice and services for doctors, ensuring a coordinated and high-standard experience across all channels.

In Short

• Map current omni-channel service model across all service lines.
• Translate current service experience to a target future state.
• Define roles across all advisors and their responsibilities.
• Inform approach with market analysis and enabling software solutions.
• Codify playbook into business requirements for Salesforce and other systems.
• Determine necessary systems to enable coordination across advisors.
• Oversee custom Salesforce instance architecture and improvements.
• Define client and advisor experience metrics.
• Review advisor solutions from a build, buy, or partner perspective.

Requirements

• 7+ years in financial services in product, experience, strategy, or operations role.
• Evidence of improving experience-related metrics.
• Experience with omni-channel service delivery.
• Strong communication skills and process mapping familiarity.
• Experience with SDLC and collaboration with product teams.
• Proven track record of collaboration with Leadership.
• Willingness to travel up to once per month.

Benefits

• An attractive total compensation package.
• Employer-sponsored health insurance.
• 401k with 5% match.