AVP, Client Feedback & Experience Excellence

LPL Financial LLC; Tempe (AZ); On-site; USD 86,829 - 144,715; Full time

Benefits offered by this job

401K matching

Health benefits

Stock options

Paid time off

Volunteer time off

Job summary

LPL Financial Holdings Inc. is seeking an Assistant Vice President, Client Feedback to oversee and improve the firms closed-loop feedback program. You will manage client feedback, coordinate with internal SMEs, and ensure timely, professional responses while upholding governance and service standards.

The role emphasizes client-centricity, proactive issue resolution, and collaboration across teams to drive continuous improvement in client experience.

Qualifications

• 5+ years experience in client experience, feedback management, operations, or service quality roles.
• 5+ years experience with feedback systems, CRM tools, case management platforms, and/or operational workflows.
• 3+ years experience in the wealth management industry.

Responsibilities

• Manage and triage incoming client feedback, ensuring timely acknowledgment and routing.
• Act as a quality control checkpoint for professional client communications.
• Monitor feedback trends and escalate urgent issues as needed.
• Coordinate with SMEs to deliver responses within SLAs and track timelines.
• Support governance through tooling enhancements and reporting on client sentiment.

Skills

Client experience

Feedback management

Operations

Service quality

Education

Bachelors degree in communications

Tools

CRM tools

Case management platforms

Operational workflows

Job description

LPL Financial Holdings Inc. is seeking an Assistant Vice President, Client Feedback to oversee and improve the firms closed-loop feedback program. You will manage client feedback, coordinate with internal SMEs, and ensure timely, professional responses while upholding governance and service standards.

The role emphasizes client-centricity, proactive issue resolution, and collaboration across teams to drive continuous improvement in client experience.