Client and Advisor Experience Associate

The Client & Advisor Experience Associate is responsible for designing, centralizing, and optimizing the end-to-end client and advisor experience. This role sits at the intersection of service design, operations, technology, and advisory teams, ensuring a seamless, consistent, and scalable omni-channel experience across every client touchpoint.

The Associate will bring a structured, data-driven mindset to process design, communication infrastructure, and performance management — serving as a key driver of cross-functional alignment and operational excellence.

Key Responsibilities

• Own the end-to-end design and implementation of centralized client-facing processes.
• Lead engagement letter distribution workflows, template standardization, and documentation governance.
• Coordinate across advisory, operations, compliance, and technology teams to ensure consistent execution.
• Identify inefficiencies, eliminate redundancies, and implement scalable workflow solutions.
• Design and operationalize seamless omni-channel client experience spanning:
  Digital properties (client portals, email communications, mobile touchpoints)
• Live channels (managed phone lines, in-person interactions)
• Self-service platforms
• Establish consistent service standards, messaging frameworks, and escalation protocols across all channels.
• Identify friction points in the client journey and implement solutions to enhance continuity and ease of engagement.

• Manage the buildout and ongoing operations of centralized communication channels, including managed phone lines, shared inboxes, and digital engagement tools.
• Define operating procedures, service-level standards, routing logic, and escalation paths.
• Monitor performance and continuously refine infrastructure to improve responsiveness and quality.

• Serve as the connective tissue across advisory, operations, compliance, and technology teams.
• Align stakeholders on process requirements and implementation priorities.
• Remove bottlenecks and drive adoption of new workflows in a matrixed environment.
• Influence without direct authority, building credibility and trust across all levels of the organization.
• Present updates, recommendations, and insights clearly to senior leadership.

• Develop and deliver structured training programs for internal stakeholders on new client and advisor experience processes.
• Create playbooks, SOPs, job aids, and documentation to sustain adoption.
• Reinforce omni-channel service protocols and behavioral standards.
• Support change management efforts to embed consistent service delivery across all touchpoints.

• Define and maintain a core set of experience-focused performance metrics, including:
  Turnaround times
• Completion rates
• Call volume trends
• Build reporting frameworks to monitor process health and service effectiveness.
• Translate data into actionable insights and prioritized recommendations.
• Proactively surface trends, risks, and improvement opportunities.
• Present data-driven findings in a clear, decision-ready format for senior stakeholders.

• Manage multiple concurrent work streams with defined milestones, timelines, and accountability structures.
• Apply structured project management methodologies to ensure execution rigor.
• Escalate risks, dependencies, and key decisions appropriately to the Senior Manager.
• Maintain clear documentation of progress, outcomes, and next steps.

Key Requirements

• Bachelor’s degree in a related field
• 2-3 years of relatable experience
• Financial services, consulting, or healthcare background preferred
• Demonstrated experience designing or managing service delivery across digital and live channels
• Strong understanding of cohesive client journey design, service standards, and escalation frameworks
• Structured, data-driven thinker with the ability to translate metrics into actionable insights
• Proficiency in Excel, Tableau, or comparable analytics tools preferred
• Exceptional written and verbal communication skills
• Ability to build credibility quickly and influence cross-functional stakeholders without direct authority
• Comfortable presenting insights and recommendations to senior audiences