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Customer Experience Opportunity in Financial Services

Manager, Advisor Experience

Location(s):

Atlanta: 2300 Windy Ridge Pkwy SE, Suite750, Atlanta, GA 30339

La Vista:12325 Port Grace Blvd, La Vista, NE 68128

Oakdale: 7755 3rd St. N, Oakdale, MN 55128

Scottsdale: 18700 N Hayden Rd, Suite 255, Scottsdale, AZ 85255

St. Petersburg: 877 Executive Center Dr. W, Suite 300, St. Petersburg, FL 33702

Osaic is not considering remote candidates at this time.

Osaic has returned to the office on a hybrid schedule requiring a minimum of 4 days weekly in the office. Applicants should be located at one of our hubs listed above and must be willing to work this schedule.

Role Type: Full-time

Salary: $100,000 - $120,000 per year + annual bonus

Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education.

Our competitive compensation is just one component of Osaic's total compensation package. Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more. To view more details of what you can look forward to, visit our careers page:https://careers.osaic.com/Creative/Benefits.

Summary: As a Customer Experience (CX) Manager you will help lead enterprise CX strategy for financial advisors in wealth management. At Osaic, we believe every interaction matters. In this role, you'll be the voice of our clients (10,000 + financial advisors), championing experiences that build trust, loyalty, and advocacy. Guided by CXPA principles, you will lead initiatives that transform feedback into action, ensuring seamless journeys across digital and human touchpoints.

Your mission:

• Listen deeply to client needs through NPS insights and real-time feedback.
• Design and optimize experiences that reduce friction and elevate satisfaction.
• Collaborate across teams to align technology, operations, and service delivery with what matters most to clients.
• Drive measurable impact by improving Net Promoter Score and creating moments that turn clients into promoters.

If you're passionate about customer-first innovation, thrive in a dynamic environment, and want to make a tangible difference in how clients experience wealth management, this is your opportunity to lead change.

Education Requirements:

• Bachelor's degree preferred, high school diploma (or equivalent) in combination with significant practical experience will be considered in lieu of degree. Minimum of high school diploma or equivalent is required.

Responsibilities:

• Customer Experience Strategy - align with corporate strategy and mission, socializing CX across the enterprise to help guide decisions and prioritization
• Organizational Adoption of Customer Experience - facilitate overall CX program governance, working with cross-functional change agents to set expectations, cadence and governance of CX initiatives
• Voice of customer Insights and Understanding - engage with customers quantitatively (ex-surveys) and qualitatively (ex. via committees, close-loop calls) to increase visibility of Voice of the Customer Program with customers and establish direct advisor connection
• Customer Experience Design and Improvement - incorporate design thinking and co-collaboration with customers throughout end-to-end customer journey and personas
• Customer Experience Metrics and Measurements - own governance for CX metrics to measure success, ex customer experience dashboard
• Customer Centric Culture - Facilitate evolution of culture to understand what is important to customers and how the organization is performing relative to customer needs

Basic Requirements:

• Minimum 3-5 years in customer experience or financial services

Communication:

• Group Facilitation - ability to facilitate and guide groups, helping them find the answer and engage in co-creation of solutions, promoting understanding of how their roles are critical in delivering on the brand promise
• Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding

Analytical:

• Interpret Data - ability to interpret data and insights to objectively and consistently drive CX objectives
• System Thinker - able to see the big picture as well as the details

Facilitation:

• Design Capabilities - ability to create or co-create visual models to help bring the objective from concept (or ideation) to reality for stronger engagement and understanding
• Practices flexibility and a willingness to restate or reconsider points of view
• Communicates and collaborates well within and across organizational level
• Has exceptional problem solving-skills

Preferred Requirements:

• CCXP certification preferred
• Proven track record driving positive change in a complex environment
• Understands and can teach CX methods and tools (ex NPS, Customer Effort)
• Design Thinker - Human Centered Design or Design Thinking methodologies to help guide continuity in a cohesive way

• Customer Journey Mapping - ability to employ data and research to create Customer Journey Maps that help stakeholders "see" where the gaps and opportunities are to increase success

Key Performance Indicators:

• Net Promoter Score (% increase Year over Year)
• Customer Effort (% increase Year over Year)