Client Experience Architect — Luxury Hospitality

Armanino; Los Angeles (CA); On-site; USD 102,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Generous PTO and sick time

Flexible work arrangements

401K with Profit Sharing

Wellness program

Generous parental leave

11 paid holidays

Job summary

Armanino is seeking a growth-focused leader to design and implement a hospitality-driven strategy for the Business Management/Family Office practice in Los Angeles. You will elevate the end-to-end client experience, develop playbooks, and embed service excellence across the organization.

With 5+ years in luxury hospitality or premium client services, you will translate client feedback into scalable standards, tools, and engagement programs, partnering with leadership to drive loyalty and growth.

Qualifications

• 5+ years in luxury hospitality, concierge services, events, VIP services, or similar high-touch environments.
• Demonstrated success designing or leading elevated client experiences.
• Excellent interpersonal, communication, and executive presence.

Responsibilities

• Design and implement a hospitality-driven growth strategy across the Business Management/Family Office practice, positioning differentiated client experience as a competitive advantage.
• Conduct client journey assessments to identify opportunities to elevate the end-to-end client experience, increase responsiveness, and improve consistency across client touchpoints.
• Develop, launch, and refine a Business Management Hospitality Playbook, including service standards, client communication expectations, and relationship routines.
• Partner with department and practice leadership to embed hospitality principles across the organization and promote service excellence as a core element of the culture.
• Design strategic client engagement, appreciation, surprise-and-delight, and experience-enhancement initiatives that strengthen loyalty and deepen client relationships.
• Establish client feedback mechanisms, analyze recurring themes, and lead continuous improvement efforts tied to client satisfaction, retention, referrals, and relationship expansion.
• Serve as the Voice of the Client within the department by elevating insights, risks, opportunities, and service themes to leadership and client service teams.
• Identify client expansion, referral, and relationship-deepening opportunities in partnership with client service professionals and leadership.
• Create scalable tools, templates, workflows, and experience standards that help teams deliver a seamless, industry-leading client experience.
• Monitor client experience trends, hospitality best practices, and premium service models to bring relevant ideas and innovation into the practice.

Skills

Hospitality strategy

Client journey design

Stakeholder engagement

Project governance

Premium service mindset

Job description

Armanino is seeking a growth-focused leader to design and implement a hospitality-driven strategy for the Business Management/Family Office practice in Los Angeles. You will elevate the end-to-end client experience, develop playbooks, and embed service excellence across the organization.

With 5+ years in luxury hospitality or premium client services, you will translate client feedback into scalable standards, tools, and engagement programs, partnering with leadership to drive loyalty and growth.