Client Experience & Feedback Operations Lead

Jobtailor; Arizona; On-site; USD 95,000 - 130,000; Full time

Job summary

Jobtailor seeks a seasoned professional to lead client experience and feedback management within the wealth management space. You will optimize communications, governance, and workflows to ensure timely, accurate responses and high client satisfaction.

You will collaborate with cross-functional teams, monitor SLAs, and drive continuous improvement through data-driven reporting and tooling enhancements.

Qualifications

• 5+ years’ experience in client experience, feedback management, operations, or service quality roles.
• 5+ years’ experience working with feedback systems, CRM tools, case management platforms, and/or operational workflows.
• 3+ years’ experience in the wealth management industry.
• Bachelor’s degree in communications, business administration, social sciences or related field, or equivalent years’ work experience.

Responsibilities

• Manage and triage incoming client feedback, ensuring timely acknowledgment, accurate routing, and closed-loop communication.
• Serve as a quality control checkpoint for consistent, professional client communications.
• Monitor feedback trends, escalating urgent or systemic issues as needed.
• Partner with cross-functional feedback SMEs to drive delivery of responses within defined SLAs by tracking timelines, sending reminders, and proactively mitigating risks.
• Drive proactive oversight of feedback, including monitoring stale or aging items, and re-engaging stakeholders to move issues forward.
• Facilitate targeted touchpoints, support sessions, and working meetings with SMEs to address complex, sensitive, or high-risk feedback.
• Maintain SME coverage by managing topic alignment, identifying gaps, and supporting onboarding.
• Contribute to feedback governance through tooling enhancements, workflow improvements, and reporting that surfaces client sentiment and response effectiveness.
• Champion a culture of client-centricity, accountability, and continuous improvement across the organization.

Skills

Client Experience Management

Feedback Systems

Service Level Agreements (SLAs)

Wealth Management Industry

Operational Workflows

Education

Bachelor’s degree in communications, business administration, social sciences or related field

Tools

CRM Tools

Case Management Platforms

Feedback Systems

Job description

Jobtailor seeks a seasoned professional to lead client experience and feedback management within the wealth management space. You will optimize communications, governance, and workflows to ensure timely, accurate responses and high client satisfaction.

You will collaborate with cross-functional teams, monitor SLAs, and drive continuous improvement through data-driven reporting and tooling enhancements.