Senior Director, Client Experience

Summary

Join Aprio, a progressive, fast-growing firm, as a Senior Director, Client Experience and help clients maximize their opportunities. Develop and implement a comprehensive client experience strategy, analyze and optimize the client journey, and partner with internal teams to ensure a seamless experience. Establish mechanisms to capture and analyze client feedback, drive a culture of service excellence, and leverage digital tools to enhance client interactions. Define and track KPIs related to client satisfaction, and develop strategies to address client concerns. Foster client advocacy by building strong relationships and leveraging testimonials. Aprio offers a top-rated culture, vast growth opportunities, and a competitive compensation and benefits package.

Requirements

• Bachelor’s degree in Business, Marketing, Customer Experience, or a related field
• Proven experience in a senior leadership role focused on client experience, customer service, or relationship management
• 10+ years of experience in consulting, focusing on building strategic programs around client experience across multiple industries
• Strong understanding of customer journey mapping and experience design principles
• Excellent communication, leadership, and stakeholder management skills
• Data-driven mindset with experience in analyzing client insights and measuring impact
• Ability to drive change and foster a client-centric culture within the organization
• Experience working with digital customer experience tools and leveraging AI to monitor, measure, and enhance client interactions and improve customer experience

Responsibilities

• Develop and implement a comprehensive client experience strategy that aligns with business objectives and enhances client satisfaction
• Analyze and optimize the end-to-end client journey, identifying opportunities for improvement and innovation
• Partner with internal teams, including sales, marketing, and operations, to ensure a seamless and consistent client experience
• Establish mechanisms to capture and analyze client feedback, translating insights into actionable initiatives
• Drive a culture of service excellence by implementing best practices and training programs to enhance customer interactions
• Leverage digital tools and emerging technologies to enhance client interactions and engagement
• Define and track key performance indicators (KPIs) related to client satisfaction, retention, and loyalty
• Develop strategies to address client concerns, complaints, and service recovery to maintain strong client relationships
• Foster client advocacy by building strong relationships and leveraging testimonials, referrals, and case studies

Preferred Qualifications

Master’s degree preferred

Benefits

• Medical, Dental, and Vision Insurance on the first day of employment
• Flexible Spending Account and Dependent Care Account
• 401k with Profit Sharing
• 9+ holidays and discretionary time off structure
• Parental Leave – coverage for both primary and secondary caregivers
• Tuition Assistance Program and CPA support program with cash incentive upon completion
• Discretionary incentive compensation based on firm, group and individual performance
• Incentive compensation related to origination of new client sales
• Top rated wellness program
• Flexible working environment including remote and hybrid options