Client Experience Senior Consultant - Lead CX Improvements

Cambridge Investment Research, Inc.; Fairfield (IA); Hybride; USD 85 000 - 95 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Vision insurance

Dental insurance

Life insurance

Long-term disability insurance

401K with company matching

Résumé du poste

Cambridge Investment Research, Inc. in Fairfield, IA is seeking a Client Experience Senior Consultant to unite teams, drive improvement initiatives, and shape seamless client experiences.

You will partner with leadership, analyze data, and implement solutions that strengthen client relationships and business outcomes. Responsibilities include leading cross-functional projects, conducting GEMBA walks, coaching belt participants, and deploying automation to improve efficiency.

Qualifications

• Four+ years of related experience or equivalent.
• Proven ability to lead projects without direct supervision.
• Strong relationship-building and communication skills.
• Ability to translate data into actionable recommendations.
• Experience with process improvement and travel up to 10%.
• Preferred certifications: Cambridge Client Service Excellence, Lean Six Sigma Green Belt.

Responsabilités

• 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.

Connaissances

Continuous improvement

Stakeholder influence

Cross-functional leadership

Client feedback analysis

Client interviews

GEMBA journeys

Coaching Green Belt

Automation deployment

Project management

Relationship building

Description du poste

Cambridge Investment Research, Inc. in Fairfield, IA is seeking a Client Experience Senior Consultant to unite teams, drive improvement initiatives, and shape seamless client experiences.

You will partner with leadership, analyze data, and implement solutions that strengthen client relationships and business outcomes. Responsibilities include leading cross-functional projects, conducting GEMBA walks, coaching belt participants, and deploying automation to improve efficiency.