Director Marketing-Experience Strategy

Edward Jones; St. Louis (MO); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

401k retirement plan

Paid holidays

15 days vacation

Bonuses and profit sharing

Employee Assistance Program

Job summary

Edward Jones is seeking a Director of Experience Strategy to shape advisor and client experiences across physical, virtual, and hybrid channels. You will lead research-driven design, journey management, and measurement to create differentiated, measurable outcomes for thousands of advisors and practice teams.

The role requires strategic vision, executive presence, and the ability to translate business strategy into experience-driven results at enterprise scale within a private, client-focused

Qualifications

• Bachelor's degree in Business, Marketing, Design, Customer Experience, or related field.
• 15+ years of progressive leadership in customer experience, experience strategy, service design, or business transformation.
• 5+ years leading leaders and building high-performing teams.
• A track record of leading large-scale, cross-functional initiatives inside complex, matrixed organizations.
• Fluency in translating business strategy into experience-driven outcomes.
• Executive presence, with the ability to influence and communicate at every level of an organization.

Responsibilities

• Lead the development and execution of the firm's advisor practice experience strategy, aligned to business objectives and long-term growth.
• Define the enterprise vision and experience principles for advisor practices, ensuring consistency across priorities, client needs, and team expectations.
• Translate unmet needs and emerging expectations into differentiated experience strategies, scalable enterprise capabilities, and multiyear roadmaps.
• Shape the portfolio of enterprise initiatives affecting critical experiences, aligning priorities, investments, and sequencing to maximize value.
• Define the operating model, governance, and enterprise capabilities required to activate the experience strategy across departments.
• Champion an experience-led approach to enterprise strategy and transformation, balancing growth, risk, and value.

Skills

Executive leadership

Strategic thinking

Experience strategy

Cross-functional collaboration

Change management

Education

Bachelor's degree in Business, Marketing, Design, Customer Experience, or related field

MBA or Master's degree (Preferred)

Job description

This job posting is anticipated to remain open for 30 days, from 24-Aug-2026. The posting may close early due to the volume of applicants.

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns.

Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.

People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

View our Purpose, Inclusion and Citizenship Report.

¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.

Why This Role?

This role will shape the experience of thousands of advisors and practice teams, millions of client relationships, and the professionals who enable those experiences across the firm. It is an opportunity to influence enterprise strategy, drive innovation grounded in human-centered design and build differentiated experiences that set Edward Jones apart in the marketplace.

We are seeking a visionary and pragmatic leader who treats experience as a strategic business discipline, not a support function. This leader will bring together experience strategy, service design, journey management, research, measurement, and data-driven insight to define what a market-leading enterprise experience looks like and establish the capabilities required to deliver it.

The Director, Experience Strategy will set the vision and strategy for connected ecosystem focused on financial advisors, practice team, and their branches across physical, virtual, digital, and hybrid channels. This leader will establish the frameworks, standards, governance, and operating model needed to translate that strategy into measurable outcomes and sustained enterprise improvement.

This is human-centered, technology powered, enterprise-level work. Research, design thinking, experimentation, and data are the tools. Differentiated experiences, scalable capabilities, and measurable client, associate, and business outcomes are the goal.

The successful candidate will be equally comfortable influencing executive leadership, navigating complex enterprise decisions, and working through the delivery details required to move from strategy to execution. This leader must identify opportunities, create clarity through ambiguity, connect work across organizational boundaries, and build commitment to a shared enterprise experience vision.

Success means helping make Edward Jones the place where advisors choose to start, grow, and ultimately pass on a business, where practice teams are equipped to thrive, where clients receive exceptional value throughout their financial lives, and where the firm’s professionals can effectively deliver and enable those experiences.

What You’ll Do

Strategic Leadership

• Lead the development and execution of the firm's advisor practice experience strategy, aligned to business objectives and long-term growth.
• Define the enterprise vision and experience principles for advisor practices, ensuring consistency across business priorities, client needs, and practice team expectations.
• Translate unmet needs and emerging expectations into differentiated experience strategies, scalable enterprise capabilities, and multiyear roadmaps.
• Shape the portfolio of enterprise initiatives affecting critical experiences, aligning priorities, investments, and sequencing to the opportunities that create the greatest human and business value.
• Define the operating model, governance, and enterprise capabilities required to activate the experience strategy consistently across business, product, technology, operations, marketing, and field leadership.
• Champion an experience-led approach to enterprise strategy and transformation, ensuring human needs inform decisions while balancing growth, scalability, risk, operational performance, and commercial value.
• Serve as a trusted advisor to senior leaders, bringing a perspective on experience, technology, and market trends and translating those insights into strategic choices, business implications, and investment recommendations.

Experience Design & Innovation

• Apply research, design thinking, journey mapping, and test-and-learn methods to identify moments that matter, resolve friction points, and drive innovation and continuous improvement.
• Own Voice of Advisor and Voice of Client programs, including feedback, interviews, and insight synthesis, translating what you hear into prioritized action.
• Define and evaluate new experience concepts, capabilities, operating models, and frameworks, translating the branch and advisor experience into measurable components that can be monitored, improved, and scaled enterprise-wide.
• Explore AI-enabled personalization and journey orchestration to anticipate advisor and client needs across channels, not just react to them.
• Establish and advance experience standards and best practices in partnership with research, insights, measurement, and design teams.
• Enable advisors, practice teams, and the firm's 50,000 professionals to deliver an exceptional client experience across in-person, virtual, and hybrid interactions.

Enterprise Influence & Partnership

• Partner with senior leaders across business, marketing, operations, technology, and field leadership to align priorities and deliver integrated solutions.
• Present strategic recommendations, business cases, and experience roadmaps to executive leadership.
• Keep advisor and practice needs at the center of strategic planning and execution across cross-functional teams.
• Provide matrix leadership across insights, measurement, and design, connecting experience outcomes to business value.
• Build the relationships and networks that advance enterprise objectives and drive adoption of new ways of working.

Operational Excellence

• Lead complex, enterprise-wide initiatives that require strategic thinking, sound judgment, and disciplined execution.
• Define and own the key experience measures for advisor practices, translating insight into business impact and prioritization for senior leaders.
• Anticipate risk, resolve escalated issues, and ensure high-impact programs land successfully.
• Manage budgets across departments and allocate resources to advance strategic goals.

What You’ll Need

Required Qualifications

• Bachelor's degree in Business, Marketing, Design, Customer Experience, or a related field.
• 15+ years of progressive leadership in customer experience, experience strategy, service design, product development, or business transformation.
• 5+ years leading leaders and building high-performing teams.
• A track record of leading large-scale, cross-functional initiatives inside complex, matrixed organizations.
• Fluency in translating business strategy into experience-driven outcomes.
• Executive presence, with the ability to influence and communicate at every level of an organization.
• Experience building strategic roadmaps, business cases, and change initiatives that stick.

Preferred Qualifications

• MBA or Master's degree in Business, Marketing, or Design.
• Financial services experience.
• Deep expertise in CX, service design, human-centered design, journey management, or experience transformation.
• Experience building and scaling enterprise experience management capabilities, including governance, measurement, and design standards.
• Familiarity with journey orchestration, and modern experience management platforms.

At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.

Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones

Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page.