Client Service - Director, Voice of Customer

Kestra • Austin, TX

8d

About The Position

Kestra Financial is a wealth management platform dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients
Lead with Purpose. Partner with Impact.
We’re looking for a strategic, customer‑focused leader to take ownership of our Voice of Customer program and elevate our continuous improvement efforts. In this role, you’ll turn customer insights into clear, actionable strategies and guide cross‑functional teams to enhance the customer experience, strengthen operational performance, and drive meaningful business impact.

Requirements

• Bachelor’s degree in Business, Operations, or related field
• 7+ years of experience in customer experience, process improvement, or related leadership roles.
• Proven track record in VoC program management and continuous improvement delivery.
• Strong analytical skills with experience in data visualization and reporting tools.
• Excellent communication, facilitation, and stakeholder management skills.

Nice To Haves

• Certification in Lean, Six Sigma, or similar preferred.

Responsibilities

• Design, implement, and manage VoC programs, including surveys, feedback channels, and sentiment analysis.
• Partner and educate cross-departmentally to embed customer insights into decision-making.
• Develop and present regular VoC reports to senior leadership, highlighting trends, opportunities, and risks.
• Lead process improvement initiatives using Lean, Six Sigma, or similar methodologies.
• Identify operational inefficiencies and implement solutions that improve quality, reduce costs, and enhance customer satisfaction.
• Foster a culture of innovation and problem-solving across teams.
• Collaborate with cross-functional leaders to align improvement projects with business goals.
• Facilitate workshops, training, and change management activities to ensure adoption of new processes.

Benefits

• Competitive pay and benefits with a large employer (over 1600 employees nationwide)
• 401(k), health insurance, and a competitive benefits package
• Work in a supportive, collaborative environment committed to professional excellence
• Help clients navigate meaningful financial decisions with confidence
• Opportunities for training, development, and long-term growth within the firm
• Tuition reimbursement for qualified expenses

What This Job Offers

• Job Type: Full-time
• Career Level: Director