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 Process Design & Centralization 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. Client Communication Infrastructure 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. Cross-Functional Coordination & Stakeholder Engagement 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. Training & Change Management 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. Data, Analytics & Performance Management 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. Project Management Manage multiple concurrent workstreams 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 #J-18808-Ljbffr