CX Measurement Director

RSM•McLean, VA

17h

About The Position

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM. The Client Experience Measurement Director leads the strategy, governance, and execution of RSM’s enterprise-wide client experience (CX) measurement framework. This role is responsible for the design and maintenance of a unified measurement ecosystem that integrates direct client feedback with indirect and inferred signals—including operational, behavioral, and financial data—to produce accurate, timely, and actionable insights that help RSM better understand its clients, preserve their trust, and enable their future. This role complements and enables other enterprise CX, digital experience and talent analytics colleagues by ensuring a governed, scalable, high-integrity measurement system that leverages the latest advances in AI and advanced analytics to fuel journey design, innovation experimentation, and enterprise CX improvement. Success in this role requires a balance of strong analytics, business acumen and rigorous measurement discipline executive influence—to drive enterprise adoption of a client-obsessed operating model.

Requirements

Bachelor’s degree; 10+ years in CX measurement, insights, analytics or related roles, including management of small professional insights teams.
Experience building/redesigning and managing multi-modal CX measurement systems, surveys or VOC programs that include both qualitative and quantitative components
Experience integrating operational, behavioral, financial and feedback data into reliable measurement/client health monitoring ecosystems
Experience collaborating with journey design, digital transformation, AI/ML and/or advanced analytics teams, or collaborating in the design and use of predictive analytics in client experience contexts
Proven analytics skills in a platform such as SPSS/SAS or equivalent
Strong collaboration and influence skills within a matrixed environment and across senior stakeholders.
A proven track record of senior stakeholder education along the CX journey and the ability to influence at C-suite levels without formal authority.
Excellent communication and presentation skills, with the ability to articulate and simplify complex insights to non-technical audiences in compelling and relatable ways

Nice To Haves

Qualtrics certification
Experience in a partner-led, matrixed organization.
Knowledge of professional services KPIs and client satisfaction frameworks.
Familiarity with the structuring and management of data to support journey design and experience measurement in professional services or regulated market environments.
Experience scaling measurement systems globally, to generate actionable insight systemically while reflecting local market and buyer dynamics.
Experience using AI tools applied to insights frameworks and systems for applications such as: Synthetic data/data twins Creating AI workflows using agentic AI thinking and systems Delivering value added deliverables that advance Insights and organizational goals

Responsibilities

Enterprise CX Measurement Strategy Collaborate with senior RSM business stakeholders to drive the evolution and modernization of RSM’s enterprise CX measurement strategy and roadmap
Ensure RSM’s measurement strategy supports journey design, management and continuous improvement in service delivery at the client relationship and practice levels
Help challenge historical norms and drive consensus/alignment across diverse stakeholder communities
Integration of Direct & Inferred Signals Integrate structured feedback programs with operational, behavioral, and financial data to create a consistent and holistic client experience view from the enterprise level down to the client level
Enterprise CX Measurement Strategy Collaborate with senior RSM business stakeholders to drive the evolution and modernization of RSM’s enterprise CX measurement strategy and roadmap
Ensure RSM’s measurement strategy supports journey design, management and continuous improvement in service delivery at the client relationship and practice levels
Help challenge historical norms and drive consensus/alignment across diverse stakeholder communities
Integration of Direct & Inferred Signals Integrate structured feedback programs with operational, behavioral, and financial data to create a consistent and holistic client experience view from the enterprise level down to the client level
Governance & Measurement Standards Support RSM leadership by developing and leading a common governance approach to assess, refine, or add measurement instruments and policies consistent with enterprise CX strategy
Establish and maintain compliance with data privacy, regulatory requirements, and ethical use of client data
Define and maintain unified CX metrics, standards, and quality expectations across all feedback programs and data pipelines, in collaboration with enterprise CX colleagues
Insights Delivery & Stakeholder Enablement Provide leaders and client teams with clear, actionable dashboards and reporting that translate insight into action.
Ensure measurement insights reliably power CX journey design, touchpoint improvements, investment decision tradeoffs and enterprise alignment efforts.
Help to communicate and connect key insights and findings to business priorities and tradeoffs; work to simplify complexity so RSM leaders and teams know how to interpret signals in CX measurement data
Collaboration with CX & Insights Team Colleagues to Deliver Value Supply high-quality measurement inputs into journey design, pain point identification, and touchpoint evaluation
Coordinate with team colleagues on analytics enhancements, and to ensure measurement data is optimized for advanced modeling, POCs, and AI-enabled capabilities
Continuous Improvement & Transformation While long-term transformations evolve, identify and execute short term measurement enhancements that improve data quality, access, speed, and insights incrementally