Customer Experience Leader - Advisor Experience

Osaic; La Vista (NE); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k

Paid time away

Volunteer days

Job summary

Osaic is seeking a Manager of Advisor Experience to lead the enterprise CX strategy for financial advisors. You will champion client advocacy, translate feedback into action, and drive improvements across digital and human touchpoints.

You will collaborate with technology, operations, and service teams to design experiences that reduce friction and elevate satisfaction, leveraging NPS and other CX metrics to demonstrate measurable impact.

Qualifications

• Minimum 3–5 years in customer experience or financial services
• Experience facilitating groups and guiding cross-functional teams
• Ability to translate insights into CX initiatives and measurable outcomes
• Familiarity with CX methods (e.g., NPS, Customer Effort) and design thinking
• CCXP certification is preferred and valued

Responsibilities

• Lead CX strategy and governance across the enterprise to align with business goals
• Coordinate cross-functional teams to implement CX initiatives
• Gather and interpret Voice of the Customer data to drive improvements
• Design improved customer journeys and reduce friction across channels
• Monitor CX metrics and drive improvements in Net Promoter Score and customer satisfaction
• Foster a customer-centric culture and champion client advocacy

Skills

CX strategy

Facilitation

Data interpretation

Systems thinking

Communication

Education

Bachelor's degree preferred

High school diploma or equivalent

Job description

Osaic is seeking a Manager of Advisor Experience to lead the enterprise CX strategy for financial advisors. You will champion client advocacy, translate feedback into action, and drive improvements across digital and human touchpoints.

You will collaborate with technology, operations, and service teams to design experiences that reduce friction and elevate satisfaction, leveraging NPS and other CX metrics to demonstrate measurable impact.