Client Feedback & Experience Lead

lplfinancial; Tempe (AZ); On-site; USD 75,000 - 126,000; Full time

Job summary

LPL Financial in Tempe, AZ is seeking a Senior Consultant, Client Feedback to drive a high-quality client experience by coordinating feedback responses with internal SMEs and ensuring timely routing and tracking.

You will monitor timelines, support escalation, and maintain governance while fostering a client-centric and collaborative culture. This role emphasizes operational discipline and cross-functional partnership.

Qualifications

• 3-5 years’ experience in client experience, feedback management, operations, or service quality roles.
• 1+ 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 timelines and service level expectations, flagging risks or delays and escalating issues as appropriate.
• Partner with feedback SMEs to support delivery of responses by tracking progress, sending reminders, and reinforcing expectations.
• Identify stale or aging feedback items and proactively re-engage stakeholders to move items forward.
• Participate in working sessions or support touchpoints with SMEs to address complex or sensitive feedback, escalating as needed.
• Maintain assigned SME coverage areas by supporting topic alignment and onboarding activities.
• Contribute to feedback reporting and governance activities by identifying issues, suggesting improvements, and following established workflows.

Skills

Ownership

Client Focus

Communication

Stakeholder Coordination

Operational Discipline

Education

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

Tools

Medallia

Tableau

CRM tools

Case management platforms

Job description

LPL Financial in Tempe, AZ is seeking a Senior Consultant, Client Feedback to drive a high-quality client experience by coordinating feedback responses with internal SMEs and ensuring timely routing and tracking.

You will monitor timelines, support escalation, and maintain governance while fostering a client-centric and collaborative culture. This role emphasizes operational discipline and cross-functional partnership.