Client Experience Lead

Description

The Client Experience Lead at Great Waters Financial serves as the strategic leader of the client experience function, encompassing Client Experience Service Associates, Office Managers, and Client Experience Advisors (CEAs). This individual is responsible for creating a seamless, exceptional client journey across all interactions, from initial touchpoints with Office Managers to administrative excellence in email and personalized financial advice from Client Experience Advisors over the phone.

This role is essential in driving client engagement and retention, while fostering a culture of continuous improvement, operational efficiency, and high-impact client outcomes. Reporting directly to the Director of Operations, the Client Experience Lead works cross-functionally to implement process improvements and influence Great Waters Financial’s long term client experience strategy.

Responsibilities

• Lead, train, and empower the Client Experience team—ensuring Client Experience Service Associates, Office Managers, and CEAs operate as cohesive, strategic contributors to the client journey.
• Drive client satisfaction and engagement by overseeing all touchpoints, including administrative aspects of meeting coordination, seamless communications, and personalized advisory services.
• Foster a culture where each team member acts as a strategic consultant, proactively enhancing every client interaction—from meeting preparation and follow-up to delivering financial advice with clarity and empathy.
• Continuously monitor key performance indicators (KPIs) to identify risks, uncover opportunities, and drive client retention, expansion, and advocacy.
• Collaborate with cross-functional Operations teams to troubleshoot issues, test innovative client solutions, and champion continuous improvements in the client experience.
• Identify and disseminate potential mass client concerns
• Facilitate coaching and training for team members around areas of improvement and education. 
• Implement and refine processes that enhance efficiency, streamline workflows, and elevate the overall client experience at every stage of the relationship.

Requirements

• Active Series 65 and Life & Health licenses required*
• 5+ years of experience in a client-facing role (Customer Success, Account Management, or Sales) with at least 2+ years managing a team
• Proven successful leadership, business acumen, relationship and customer service skills
• Salesforce experience is a plus 

The salary range for this role is $80,000.00 - $118,000.00 annually based on relevant experience. In addition, Great Waters offers employees a 401k plan with an employer matching schedule, Medical and Dental insurance, 10 paid company Holidays, an annual wellness stipend, and paid-time off. This position is eligible for a discretionary annual bonus driven by organization and individual performance.