Advisor Experience CX Manager - Wealth Management

Advisor Group Inc.; Scottsdale (AZ); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k

Paid time away

Volunteer days

Job summary

Osaic is seeking a Customer Experience (CX) Manager to lead enterprise CX strategy for financial advisors in wealth management. You will be the voice of our clients, championing experiences that build trust, loyalty, and advocacy across digital and human touchpoints.

The role drives CX initiatives, uses NPS insights and real-time feedback to reduce friction, and collaborates across teams to align technology, operations, and service delivery with client needs.

Qualifications

• Bachelor’s degree preferred; high school diploma accepted with significant practical experience will be considered in lieu of degree.
• Minimum 3-5 years in customer experience or financial services
• Strong facilitation and listening skills
• Analytical: interpret data to drive CX objectives

Responsibilities

• Customer Experience Strategy – align with corporate strategy and mission, socializing CX across the enterprise to help guide decisions and prioritization
• Organizational Adoption of Customer Experience – facilitate overall CX program governance, working with cross-functional change agents to set expectations, cadence and governance of CX initiatives
• Voice of customer Insights and Understanding - engage with customers quantitatively and qualitatively to increase visibility of Voice of the Customer Program
• Customer Experience Design and Improvement – incorporate design thinking and co-collaboration with customers throughout end-to-end customer journey
• Customer Experience Metrics and Measurements – own governance for CX metrics to measure success
• Customer Centric Culture – facilitate evolution of culture to understand what is important to customers and how the organization is performing

Skills

Group Facilitation

Active Listening

Data Interpretation

Systems Thinking

Cross-functional Collaboration

Education

Bachelor's degree preferred

High school diploma accepted with experience

Job description

Osaic is seeking a Customer Experience (CX) Manager to lead enterprise CX strategy for financial advisors in wealth management. You will be the voice of our clients, championing experiences that build trust, loyalty, and advocacy across digital and human touchpoints.

The role drives CX initiatives, uses NPS insights and real-time feedback to reduce friction, and collaborates across teams to align technology, operations, and service delivery with client needs.