AVP, Client Feedback

LPL Financial•Charlotte, TX

About The Position

The Assistant Vice President, Client Feedback plays a critical role in delivering an exceptional client experience by operationally executing and strengthening the firm’s closed-loop feedback program. This role is responsible for day-to-day management of client feedback responses, serving as a central coordinator between clients and internal subject matter experts (SMEs). The AVP, Client Feedback focuses on operational excellence, troubleshooting, and proactive experience improvement, driving timely, thoughtful, and consistent handling of feedback, managing escalations, and maintaining strong governance across the feedback program. The role champions client-centricity and hospitality across the organization through action and influence.

Requirements

5+ years’ experience in client experience, feedback management, operations, or service quality roles.
5+ years’ experience working with feedback systems, CRM tools, case management platforms, and/or operational workflows.
3+ years’ experience in the wealth management industry.
Bachelor’s degree in communications, business administration, social sciences or related field, or equivalent years’ work experience.
Ownership & Accountability: Demonstrates a high level of motivation, integrity, and commitment to excellence; takes full ownership of work and outcomes, consistently following through on commitments and holding self and others accountable for results.
Client Focus & Quality Execution: Anticipates and meets the needs of internal and external clients, delivering accurate, timely, and high-quality outcomes while maintaining strong attention to detail and operational discipline.
Collaboration & Influence: Builds trust-based cross-functional partnerships, effectively coordinates stakeholders, and drives alignment and outcomes without direct authority by removing barriers and fostering collaboration.
Communication Excellence: Communicates clearly, professionally, and with purpose—adapting message, tone, and level of detail to the audience while maintaining a high standard of written and verbal communication.
Judgment & Prioritization: Applies sound judgment to evaluate information, assess risk, and manage competing priorities in a fast-paced environment; confidently handles escalations and sensitive issues while meeting deadlines and SLAs.

Nice To Haves

Experience with Medallia
Exposure to Tableau

Responsibilities

Manage and triage incoming client feedback, ensuring timely acknowledgment, accurate routing, and closed-loop communication.
Serve as a quality control checkpoint for consistent, professional client communications.
Monitor feedback trends, escalating urgent or systemic issues as needed.
Partner with cross‑functional feedback SMEs to drive delivery of responses within defined Service Level Agreements (SLAs) by tracking timelines, sending reminders, and proactively mitigating risks.
Drive proactive oversight of feedback, including monitoring stale or aging items, and re-engaging stakeholders to move issues forward.
Facilitate targeted touchpoints, support sessions, and working meetings with SMEs to address complex, sensitive, or high-risk feedback.
Maintain SME coverage by managing topic alignment, identifying gaps, and supporting onboarding.
Contribute to feedback governance through tooling enhancements, workflow improvements, and reporting that surfaces client sentiment and response effectiveness.
Champion a culture of client-centricity, accountability, and continuous improvement across the organization.