Director, Voice of Customer/CX- Financial Services

MOHR Talent; Phoenix (AZ); On-site; USD 108,000 - 132,000; Full time

Benefits offered by this job

Competitive compensation

401(k) with company match

Comprehensive health, dental, and vision coverage

Tuition reimbursement

Professional development opportunities

Job summary

MOHR Talent is seeking a Director, Voice of Customer in Phoenix, AZ, to lead their enterprise-wide customer insight initiatives. This crucial role involves designing and implementing VoC programs while presenting strategic insights to senior leadership.

The ideal candidate will have a Bachelor's degree and over 7 years of relevant experience, particularly in financial services. Employees can expect competitive compensation, 401(k) matching, and comprehensive health coverage.

Qualifications

• 7+ years of experience in customer experience, operational excellence or leadership roles.
• Proven experience building and managing a Voice of Customer program.
• Strong background in data analysis and reporting.

Responsibilities

• Own and lead the firm's enterprise Voice of Customer strategy.
• Design, implement, and optimize VoC programs.
• Present insights and recommendations to senior leadership.

Skills

Data analysis

Leadership

Customer experience

Operational excellence

Change management

Education

Bachelor's degree in Business or related field

Tools

Visualization tools

Lean Six Sigma methodologies

Job description

Director, Voice of Customer/CX- Financial Services

Phoenix, AZ | Compensation: $120,000 base salary + 20% annual bonus | Schedule: Onsite | Monday–Friday

About the Opportunity

We’re partnering with a nationally recognized wealth management platform that supports independent financial professionals and RIAs across the country. This firm combines advanced technology, operational scale, and strategic consulting to help advisors grow their businesses while delivering exceptional client service.

They’re seeking a Director of Voice of Customer (VoC) to lead and elevate their enterprise-wide customer insight and continuous improvement initiatives. This is a highly visible leadership role designed for a strategic operator who knows how to translate customer data into measurable business impact.

If you’ve built or scaled a Voice of Customer program, driven cross‑functional change, and improved quality, operational performance, and client satisfaction through structured methodologies, this role was built for you.

What You’ll Be Doing

Voice of Customer Leadership

• Own and lead the firm’s enterprise Voice of Customer strategy.
• Design, implement, and optimize VoC programs (surveys, feedback channels, sentiment analysis, closed‑loop processes).
• Oversee NIGO and quality program management initiatives.
• Develop executive‑level reporting dashboards highlighting trends, risks, and actionable opportunities.
• Present insights and recommendations to senior leadership.
• Lead process improvement initiatives using Lean, Six Sigma, or similar frameworks.
• Identify operational inefficiencies and implement scalable solutions.
• Reduce defects, improve quality, and enhance overall client satisfaction.
• Foster a culture of continuous improvement and accountability across departments.
• Partner cross‑functionally to embed customer insights into business decision‑making.
• Align improvement initiatives with strategic business goals.
• Facilitate workshops, training sessions, and change management efforts to ensure adoption.
• Support SOP lifecycle management and governance.

What They’re Looking For

• Bachelor’s degree in Business, Operations, or related field.
• 7+ years of experience in customer experience, operational excellence, or related leadership roles.
• Proven experience building and managing a Voice of Customer program.
• Strong background in data analysis, reporting, and visualization tools.
• Lean, Six Sigma, or similar certification preferred.
• Executive‑level communication and presentation skills.
• Demonstrated ability to lead cross‑functional initiatives and influence stakeholders.
• Strategic thinker with strong analytical and problem‑solving capabilities.Experience in financial services, wealth management, or regulated industries is highly valued.

The Ideal Candidate

• Turn customer sentiment into process change.
• Translate insights into measurable KPIs.
• Influence executives and drive adoption across departments.
• Lead without authority and move initiatives forward.
• Build systems that reduce friction and elevate client experience at scale.

If you’ve successfully connected VoC programs to real operational and financial outcomes, you’ll stand out immediately.

Why You’ll Love It

You’ll join a large, stable organization with national scale and a collaborative, advisor‑focused culture. Employees enjoy:

• Competitive compensation
• 401(k) with company match
• Comprehensive health, dental, and vision coverage
• Tuition reimbursement
• Professional development and leadership growth opportunities
• A mission‑driven culture centered on service, accountability, and teamwork

MOHR Talent is an equal‑opportunity employer and complies with all applicable federal, state, and local nondiscrimination laws. We provide equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other protected status. If you believe you have been discriminated against or have concerns about our compliance, please contact our Human Resources department at [e-mail]