Client Service - Director, Voice of Customer

Kestra Financial•Tempe, AZ

About The Position

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.
Strategic Thinking & Planning
Leadership & Team Development
Cross-Functional Collaboration
Analytical & Problem-Solving Abilities
Adaptability & Innovation
Continuous Improvement Methodologies

Nice To Haves

Certification in Lean, Six Sigma, or similar preferred.

Responsibilities

NIGO and Quality program management
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.
SOP Lifecycle Management
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.