Client Experience & Process Improvement Lead

Cambridge Investment Research, Inc.; Phoenix (AZ); Hybrid; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical, vision, dental benefits

401(k) retirement plan with company-má

Job summary

Cambridge Investment Research, Inc. is seeking a Client Experience Senior Consultant to unite teams across the organization to enhance client journeys and drive measurable improvements.

You will guide continuous improvement initiatives, leverage client feedback and data, and influence stakeholders at multiple levels. You will also mentor Green Belt participants, support automation deployments, and ensure changes align with business objectives while maintaining priorities in a fast-paced

Qualifications

• Experience leading cross-functional projects and driving outcomes.
• Strong ability to build relationships and influence stakeholders.
• Ability to translate data, concepts and technical details into clear recommendations.
• Willingness to travel up to 10% and manage multiple priorities.

Responsibilities

• Lead department-wide projects using continuous improvement processes to achieve positive business outcomes.
• Facilitate complex work across cross-functional teams, building strong relationships and influencing stakeholders at multiple levels.
• Partner with Client Experience Leadership and business teams to identify, assess, and prioritize improvement opportunities.
• Use client feedback, business data, and industry best practices to support the client experience improvement strategy.
• Engage directly with clients to better understand their experiences and needs.
• Conduct GEMBA walks and develop journey and empathy maps based on client interactions and observations.
• Coach associates, embedded leaders, and Green Belt participants while helping teams develop productive, collaborative working relationships.
• Strategically implement client experience improvements and monitor results to ensure changes support established objectives.
• Support the deployment of automation solutions, monitor performance, and report on resulting process improvements and efficiencies.
• Manage multiple projects and responsibilities in a fast-paced environment while maintaining clear priorities and follow-through.

Skills

Project leadership

Cross-functional teamwork

Relationship building

Communication

Data analysis

Process improvement

Stakeholder influence

Strategic thinking

Tools

GEMBA walks

Journey mapping

Job description

Cambridge Investment Research, Inc. is seeking a Client Experience Senior Consultant to unite teams across the organization to enhance client journeys and drive measurable improvements.

You will guide continuous improvement initiatives, leverage client feedback and data, and influence stakeholders at multiple levels. You will also mentor Green Belt participants, support automation deployments, and ensure changes align with business objectives while maintaining priorities in a fast-paced