Client Experience Senior Consultant

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

Benefits offered by this job

Premium benefits

401K match

Vacation & sick leave

Paid holidays

Job summary

Cambridge Investment Research, Inc. is seeking a Client Experience Senior Consultant to lead continuous improvement initiatives and align client experience enhancements with organizational goals.

You will partner with CX Leadership and teams across the company to translate client needs into actionable improvements that strengthen relationships and business outcomes. The role requires strong data analysis, process improvement, and relationship-building capabilities, with travel up to 10% as

Qualifications

• Four or more years of related experience, education, training, or a combination of these qualifications.

Responsibilities

• Lead department-wide projects using continuous improvement processes and tools 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.

Skills

Relationship-building

Communication

Stakeholder influence

Cross-functional collaboration

Strategic thinking

Time management

Organizational skills

Presentation skills

Travel readiness

Job description

Job Summary

Key Deliverables and Responsibilities

Are you passionate about turning client insights into meaningful improvements? Cambridge is seeking a Client Experience Senior Consultant who can bring people together, lead continuous improvement initiatives, and help create more seamless and memorable client experiences.

In this role, you will partner with Client Experience Leadership and teams across the organization to understand client needs, identify opportunities for improvement, and implement solutions that strengthen relationships and business outcomes. You will combine strategic thinking, data analysis, process improvement, and strong relationship-building skills to influence change across the organization.

• Lead department-wide projects using continuous improvement processes and tools 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.

What We Are Looking For

• Four or more years of related experience, education, training, or a combination of these qualifications.
• Demonstrated experience leading projects and facilitating work across teams without direct supervisory authority.
• Strong relationship-building, listening, communication, presentation, and stakeholder-influence skills.
• Ability to translate complex concepts, data, and technical information into clear, actionable recommendations.
• Experience identifying problems, evaluating potential causes, and adjusting plans in response to changing business needs.
• Strong organizational and time-management skills, with the ability to establish objectives, schedules, priorities, and measures of success.
• Ability to think strategically and align improvement efforts with broader organizational priorities.
• Ability to travel up to 10%, including limited overnight travel when applicable
• Preferred Certifications: Cambridge Client Service Excellence, Platinum Level, Lean Six Sigma, Green Belt certification

Location: Fairfield, IA or Phoenix, AZ (Hybrid- 3 days onsite)

Salary: $85,000-$95,000

Why Cambridge?

Cambridge has competitive benefits and promotes a work/life balance to encourage individual success.

• Premium benefit package including medical, vision, dental, life and long-term disability insurance

• Vacation/sick time

• 401K retirement plan with company matching program

• Eleven paid holidays

You can find more details about our comprehensive benefits package here.

Cambridge Overview:

Cambridge is a financial solutions firm that provides business support services to thousands of independent financial advisors. These advisors offer personalized investment services including wealth management, financial planning, and retirement services to individuals and families across the country. Cambridge provides significant compliance, technology, and transaction processing support to these financial advisors and their offices.