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Customer Service
Client Experience Lead
@Wealth Enhancement Group, LLC
[Hiring] Client Experience Lead @Wealth Enhancement Group, LLC
Mar 20, 2025 - Wealth Enhancement Group, LLC is hiring a remote Client Experience Lead. 💸 Salary: $100,000.00 to $120,000.00 base salary, plus bonuses. 📍Location: USA.
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Role Description
This role involves establishing and executing our client experience strategy, ensuring we continue to deliver outstanding service and foster long-term client relationships.
- 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.
- 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.
- 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.
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-functionally, influencing stakeholders across advisory, operations, marketing, and executive leadership teams.
- Excellent communication skills, with the ability to present data-driven insights to senior executives and translate findings into actionable business strategies.
- Comfort engaging with clients directly, conducting interviews, and gathering qualitative insights.
- Background in customer journey mapping and CX strategy development.
- Familiarity with wealth management business models, client segmentation, and industry trends.
Requirements
- Ability to stand or sit for long periods of time.
- Ability to file documents in high or low cabinets.
- Ability to use the telephone and computer systems.
Benefits
- Training and professional development
- Medical, dental and vision coverage (Available to employees and their families)
- Health Savings Account (HSA) with employer contribution and Flexible Spending Accounts (FSA) for medical, dependent, and transit expenses
- Life and AD&D insurance – employer paid and voluntary options
- Short-term and long-term disability, workers compensation – employer paid
- 401k with match and profit sharing
- Wellness programs and resources
- Voluntary benefits, including pet insurance
- 18 days of paid time off (PTO), accrued annually (25 PTO days after 4 years of service)
- 12 paid holidays each year (10 pre-determined and 2 floating days)
- Paid parental leave and paid caregiver leave (Caregiver leave available after 6 months of tenure)
- Reimbursement for tuition, licensing, and other credentials (Available after meeting service requirements)
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
$100,000.00 to $120,000.00 base salary, plus bonuses
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 20, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
