General information

Director of Client Experience
Ref #
Date Published
Monday, June 13, 2022
United States
Job Category
Marketing & Business Development
Marketing & Business Dev
Advertised Location
Kansas City, Springfield, Saint Louis, Dallas
Working time
Full Time

Description & Requirements

The Director of Client Experience is responsible for the coordination and execution of FORVIS’s client experience (CX) strategy. This position is focused on using market research, competitive intelligence, operational, marketing, and voice of client data to design and develop programs and processes that provide the firm with actionable insights to help create a differentiated client experience. This role works cross-functionally within FORVIS to make intelligent, data-driven decisions that support strategic and sustainable client-centric change.

How you will contribute:

  • Develop a Client Experience Management (CXM) program
  • Responsible for “voice of client” (VOC) research design including objectives, questionnaires, sampling procedures, and deployment

  • Analyze VOC and behavioral information to understand why clients are satisfied/dissatisfied, along with their attitudes, motivations, etc., to develop deep insights into client needs and behaviors.

  • Create clearly defined and mutually agreeable performance metrics and establish a plan to track, monitor, and evaluate the success of those metrics

  • Provide insight to business leaders through analyses involving multiple data sources, including actionable recommendations, forecasting, and reporting that informs and improves the effectiveness of the planning, execution, and optimization of our CX strategy

  • Perform industry analyses as required to identify industry benchmarks for customer expectations.

  • Champion the adoption of CXM strategies and tactics across the firm. Lead in establishing CXM standards, policies, strategy, and best practices. Contribute to the development and strengthening of client experience competencies for colleagues firmwide, through formal and informal means.

  • Oversee the integration of CXM into the CRM platform.

  • Implement governance processes for the CXM platform.

  • Ensure CX metrics illustrate a trend towards increased CX maturity.

  • Adapt our CXM systems and processes to maintain a high degree of effectiveness through ongoing business and market change.

  • Support the firm in the design of client experiences through client journey mapping activities.

  • Manage 3rd party vendor relationships, ensuring that applicable vendor activities are in line with organizational goals and strategy and act as administrator for enterprise feedback management platform

We are looking for people with Forward vision and:

  • The ability to produce solutions to challenges without precedent or guidance

  • A positive attitude and team-oriented

  • The ability to be a self-starter with an excellent work ethic

  • The ability to meet deadlines and deliver results

  • High standards for quality and efficiency

  • Excellent organizational and time management skills, with the ability to plan, execute and evaluate multiple ongoing projects

  • Strong interpersonal skills to quickly build working relationships with internal clients

  • Excellent written and verbal communication skills

  • Strong working knowledge of modern marketing practices

  • Strong business acumen

  • Ability to work effectively in a collaborative environment

  •  Strong executive presence and coachability

  • Confidence, organization, innovation, and problem-solving skills

  •  Leadership skills

Minimum Qualifications:

  • 5 years of relevant experience

  • Bachelor’s degree in a related field

  • Excellent computer and software skills, including proficiency with Excel and other database tools