Senior Client Experience Director
7 days ago
We are seeking an exceptional leader to helm our Client Services Team, driving excellence in client experience, regulatory compliance, and continuous service enhancement.
This is a pivotal role within our senior leadership group, offering strategic oversight and hands-on involvement. The successful candidate will be responsible for developing client service strategies, elevating operational processes, mentoring their team, and ensuring adherence to financial accountability regulations.
- Lead the day-to-day operations of the Client Services Team, ensuring delivery of key performance indicators (KPIs).
- Design and implement client service strategies that amplify client loyalty, experience, and outcomes.
- Serve as the escalation point for complex or high-value client issues, ensuring timely and proactive resolution.
- Champion compliance, risk management, and regulatory standards, guaranteeing accuracy and security of data.
- Collaborate cross-functionally to identify process improvements and technology solutions that streamline service delivery.
- Mentor and develop a growing team, promoting internal growth, training, and a values-driven culture.
- Foster strong external relationships with funeral directors, referral partners, and industry bodies.
- You are a seasoned people leader with a strong background in client services, preferably within financial services, insurance, or another regulated environment.
- You thrive in a role where you can balance strategic and operational responsibilities.
- You are tech-savvy, comfortable using CRM and business systems to drive informed decisions.
- You have a genuine interest in delivering services that support individuals during life's most critical moments.
- You are confident navigating compliance frameworks and have experience managing risk and regulatory responsibilities.
- Above all, you lead with empathy, integrity, and a desire to make a positive impact – for your team, clients, and the organization.
- Minimum 3 years of leadership experience in a regulated or compliance-focused organization.
- Tertiary qualifications in Commerce, Economics, Law, or similar fields (or equivalent experience).
- Demonstrated expertise in client service delivery, change management, and operational leadership.
- Strong knowledge of compliance frameworks and client data governance.
- Excellent communication and stakeholder management skills.
This is a unique opportunity to lead in a purpose-driven organization that genuinely cares about its clients and team. You will work closely with an inspiring CEO and leadership group, in a business that values initiative, empathy, and continuous improvement.
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