Digital Experience Supervisor

Cambridge Investment Research, Inc.; Phoenix (AZ); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Premium benefits

PTO

401K match

Paid holidays

Job summary

Cambridge Investment Research, Inc. seeks a Digital Experience Supervisor to lead and develop associates within the Digital Experience team.

You’ll own people leadership, service delivery, and continuous improvement while integrating CIR Statements expertise across the organization. A focus on accountability, collaboration, and innovation will shape exceptional experiences for Financial Professionals and their clients.

Qualifications

• Associate’s or Bachelor’s degree, or equivalent professional experience.
• 5+ years of experience in financial services, operations, customer service, technology support, or related fields.
• FINRA SIE and Series 99 license required; Series 7 preferred.

Responsibilities

• Lead and develop associates to grow skills, confidence, and capabilities.
• Deliver consistent, high-quality service to Financial Professionals and internal partners.
• Identify improvement opportunities and reduce unnecessary handoffs and rework.
• Guide teams through change, technology questions, and competing priorities.
• Collaborate with Compliance, Operations, Technology, HR, and vendors to improve the customer experience.

Skills

Leadership

Coaching

Communication

Decision-making

Time management

Education

Bachelor's or Associate's degree

Job description

Key Deliverables and Responsibilities

Are you a people-focused leader who enjoys developing others, improving the way work gets done, and helping teams navigate change? Cambridge is looking for a Digital Experience Supervisor to lead and develop associates within our Digital Experience team. The Supervisor owns people leadership, performance follow-through, team health, and the sustainability of service delivery. This role is an opportunity to combine people leadership, service excellence, technology, and continuous improvement while helping create exceptional experiences for our Financial Professionals and their clients. You’ll lead a team that includes associates supporting CIR Statements, helping integrate their expertise into the broader Digital Experience organization while building a culture of accountability, collaboration, learning, and innovation.

Lead & Develop People

• Coach, develop, and empower associates to grow their skills, confidence, and capabilities.
• Set clear expectations, provide meaningful feedback, recognize success, and address performance or development needs.
• Create an environment built on trust, accountability, inclusion, and open communication.

Deliver An Exceptional Service Experience

• Help your team provide consistent, accurate, and high-quality support to Financial Professionals, office staff, and internal partners.
• Monitor workload, service levels, quality, trends, escalations, and capacity to keep work moving effectively.
• Guide associates through challenging situations, technical questions, escalations, and competing priorities.

Improve How We Work

• Identify service gaps, unnecessary handoffs, rework, technology pain points, and process improvement opportunities.
• Use data, feedback, and associate insights to understand trends and recommend practical solutions.
• Partner across Compliance, Operations, Technology, HR, vendors, and other teams to solve problems and improve the experience.

Lead Through Change

• Help associates understand the why behind new technologies, processes, and service models.
• Build confidence and readiness as the team adopts new ways of working.
• Support the continued integration of CIR Statements into Digital Experience while valuing existing expertise and strengthening consistency.

Help Shape the Future

• Encourage curiosity and new ideas around automation, AI, digital tools, and technology adoption.
• Connect day-to-day work to the larger Service Experience and Digital Experience strategy.
• Help build a resilient, forward-thinking team prepared for what’s next.

What We Are Looking For

• Associate’s or Bachelor’s degree, or equivalent professional experience.
• 5+ years of experience in financial services, operations, customer service, technology support, digital adoption, business support, supervision, or a related field.
• FINRA SIE and Series 99 license required; Series 7 preferred.
• Comfort addressing performance concerns and having difficult conversations directly and with follow-through.
• Demonstrated experience leading, coaching, developing, and holding others accountable.
• Strong communication, coaching, facilitation, relationship-building, and decision-making skills.
• Ability to balance multiple priorities and navigate complex or sensitive situations with sound judgment.
• Experience working with technology, digital tools, workflows, and service operations.
• Ability to turn strategy into clear expectations and practical action.
• Proficiency with Microsoft Office and an interest in learning and supporting evolving business technology.

Locations

Fairfield, IA and Phoenix, AZ (Hybrid- 3 days in office)

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 packagehere.

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.