AVP, Feedback

LPL Financial • Charlotte, NC

1d

About The Position

What if you could build a career where ambition meets innovation? At LPL Financial, we empower professionals to shape their success while helping clients pursue their financial goals with confidence. What if you could have access to cutting-edge resources, a collaborative environment, and the freedom to make an impact? If you're ready to take the next step, discover what’s possible with LPL Financial. Are you passionate about listening to, learning from, and acting on client feedback? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you! Excited to learn more? If so, then the Assistant Vice President, Feedback role in our Business Design and Solutioning team could be the role for you! Job Overview: The Assistant Vice President, Feedback role is responsible for the operational management of LPL’s client feedback platform, ensuring seamless intake, routing, and resolution of feedback. This role supports closed loop processes, drives continuous improvement, and fosters a positive client experience. The position requires technical aptitude but is not a developer or IT role.

Requirements

• 3-5 years of experience with feedback management tools (Medallia, Salesforce, Dynamics) and dashboard/reporting platforms.
• Experienced with process management/improvement
• Experience in a client facing position
• Self-driven individual with high level of motivation, positive attitude, commitment to excellence and integrity, and ability to work in a cross-functional team and drive outcomes without having direct authority
• Strong analytical skills with an ability to identify relevant data, evaluate business opportunities within the context of the larger organization, influencing leadership based by presenting findings in a clear and actionable manner
• Expert communication skills, both written and oral, with the ability to engage and present materials to our business leaders and clients across all levels of the organization
• Demonstrated business acumen and the ability to interact with senior leaders, including developing, presenting, and gaining approval on any business cases

Nice To Haves

• Medallia administrator certification

Responsibilities

• Provide administrative support for the feedback dashboard, ensuring feedback transparency for clients, champions, and business owners.
• Manage and maintain the feedback champion and business unit lists, ensuring role assignments and access are up-to-date across all client-facing teams.
• Oversee user access management for Medallia including onboarding, permissions, and troubleshooting.
• Manage data feeds between LPL and Medallia to support feedback and survey programs, ensuring data integrity and timely updates.
• Collaborate with the feedback product and business owners to identify, test, and implement enhancements and upgrades to the feedback portal, including integration with other platforms (Salesforce, Jira, Dynamics).
• Act as a moderator for feedback submissions, ensuring proper routing and timely and effective resolution.
• Monitor and report on feedback trends, escalating urgent or systemic issues as needed.
• Work across the Voice of Customer, feedback, and product teams to support technical needs and ensure seamless feedback handling.
• Provide training and support to internal users of the feedback tool and dashboard.
• Support championing a culture of client-centricity and continuous improvement across the organization.

Benefits

• LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed