Head of Client Experience

About This Role

This role is responsible for defining, improving, and governing the end-to-end client experience across Acrisure, focusing on consistency, quality, and operational excellence for various client segments. It involves establishing client feedback mechanisms and partnering with internal teams to drive continuous improvement in service delivery.

Responsibilities

• Define and govern the end-to-end client experience across all Retail Operations touchpoints, from onboarding through ongoing service and renewals
• Design differentiated experience models by client segment, aligning digital-first, hybrid, or high-touch service to client value and complexity
• Act as the enterprise owner of "what good looks like" for the Acrisure client experience
• Stand up and own enterprise client experience metrics, including CSAT, NPS, customer effort, and key sentiment indicators
• Build closed-loop feedback mechanisms that capture insights in real time and translate them into action
• Partner with Operations and Leadership to review performance, identify root causes, and drive targeted improvements
• Partner with 3rd parties to design and standardize core servicing processes to ensure consistency, quality, and efficiency
• Apply Lean and continuous improvement principles to reduce friction, handoffs, cycle times, and rework
• Partner closely with Digital, Technology, and Automation teams to embed workflow tools, self-service capabilities, and omnichannel experiences
• Establish service-level standards, quality controls, and governance mechanisms to ensure consistent delivery

Requirements

• 10-15+ years of experience in client experience, customer operations, or process excellence within insurance, financial services, or fintech
• 5+ years of expertise in process engineering, workflow optimization, documentation, and operational excellence
• 5+ years of experience owning CSAT/NPS programs and translating feedback into operational change
• 5+ years of experience with customer feedback mechanisms (CSAT/NPS), digital service platforms, and client-centric culture building
• 5+ years of experience embedding service standards, SOPs, quality controls, and process governance across distributed teams or agencies
• Strong track record of managing or redesigning end-to-end client journeys in complex product/service environments
• Strong background in process design, service model standardization, and operational execution
• Strong analytical skills
• Comfort operating at the intersection of experience design, operations, and technology
• Ability to influence across functions and drive adoption in decentralized or federated environments
• Excellent cross-functional collaboration and communication skills

Qualifications

• Extensive experience (10–15+ years) in client experience, customer operations, or process excellence within insurance, financial services, or fintech, with 5+ years expertise in process engineering, workflow optimization, documentation, operational excellence, owning CSAT/NPS programs, customer feedback mechanisms, and embedding service standards.

Skills

* Required skills

Benefits