Director of Client Experience & Concierge
Purpose: Design and deliver a consistent, exceptional client experience from onboarding through lifelong client relationships.
Primary Responsibilities
Client Experience Leadership
- Own the client experience vision
- Develop and maintain service standards
- Ensure consistency across all client interactions
- Monitor client satisfaction and feedback
- Champion a culture of hospitality and care
Client Journey Management
- Design and manage the client journey
- Map and continuously improve client touchpoints
- Ensure consistency from onboarding through long-term servicing
- Identify and eliminate friction points
- Enhance the overall client experience across departments
Concierge & Service Excellence
- Establish Symphony concierge-level service standards
- Elevate personalization and proactive client engagement
- Coordinate memorable client experiences and events
- Drive white-glove service initiatives
- Create processes that deepen client loyalty and advocacy
Onboarding & Integration
- Own the client onboarding experience
- Coordinate transitions from prospect to client
- Ensure new clients receive a consistent Symphony experience
- Monitor onboarding quality and timelines
- Partner with advisors and operations teams during onboarding
