Director, Client Experience

Centura Wealth Advisory•San Diego, CA

About The Position

The Director, Client Experience owns the end-to-end experience that Centura clients and advisors have with the firm’s platforms, workflows, and AI-driven tools. The role sets a multi-year roadmap for client and advisor experience, leads build-versus-buy decisions, and develops technology and experience capabilities that support ultra-high-net-worth business development and firm growth. It is accountable for core business systems and the vendors and managed service providers (MSPs) supporting infrastructure, cybersecurity, and disaster recovery, with responsibility for security and uptime. The Director reports to the COO, serves on the executive committee, and has a mandate to drive client experience and growth. The Director partners with advisors, leadership, operations, and custodial teams to improve onboarding and ongoing service, including transitions of newly acquired books of business. The position evaluates and builds AI-enabled tools and workflows, including tools built on Claude Teams, and establishes standards for responsible and secure AI use. It also manages the technology budget and vendor contracts, oversees third-party risk reviews for vendors handling client data, establishes data governance standards, and reports experience metrics, roadmap progress, technology risk, and uptime to leadership. Centura Investment Advisory is an SEC-registered investment advisory firm headquartered in San Diego with a national presence. It provides investment and wealth management services to affluent families, business owners, and corporate executives. The firm describes its culture as focused on client needs, high ethical standards, quality, and investing in its people. Centura is an Equal Opportunity Employer committed to a diverse and inclusive environment.

Requirements

At least 8 years in a leadership role combining client or advisor experience, technology strategy, and business development, ideally in financial services or an RIA.
Track record building client-facing or advisor-facing experience programs at a custodian, RIA, or comparable wealth management firm.
Hands-on experience evaluating or building AI-driven tools and workflows, such as Claude, ChatGPT Enterprise, or a comparable platform, in a regulated business.
Experience with system integrations and APIs connecting CRM, portfolio management, and custodial platforms.
Ability to develop build-versus-buy business cases for leadership.
Budget ownership experience, including multi-year capital planning for technology and experience investments.
Experience managing vendor and MSP relationships, including third-party risk assessment for vendors handling client data.
Understanding of wealth-management data privacy obligations, including Reg S-P, GLBA safeguards, state privacy laws, and breach notification requirements.
Working knowledge of wealth-management systems such as Addepar, Salesforce, or comparable portfolio and CRM platforms.
Track record managing vendor relationships and regulatory data obligations; direct cybersecurity program ownership is not required.
Strong communication skills with both advisor-facing and executive audiences.

Nice To Haves

Background at a top custodian, with Fidelity or Schwab preferred, or at a large consolidator RIA.
Experience in financial services or an RIA.
Experience supporting firm growth and consolidation plans.

Responsibilities

Own the end-to-end experience advisors and clients have with Centura’s systems, from onboarding through ongoing service.
Set the multi-year roadmap for client-facing and advisor-facing technology in alignment with Centura’s growth strategy.
Lead the evaluation and development of AI-driven internal solutions, including tools and workflows built on Claude Teams, to improve advisor productivity and client responsiveness.
Make build-versus-buy decisions for new tools and platforms and present recommendations with a clear business case to leadership.
Set firm standards for responsible and secure use of AI tools.
Partner with advisors and leadership to build technology and experience capabilities that support ultra-high-net-worth business development.
Identify client experience gaps that affect growth and prioritize improvements.
Partner with operations and custodial teams to deliver an industry-leading experience when onboarding and transitioning newly acquired books of business to Centura’s systems.
Oversee core business systems and their vendors, including CRM, portfolio management, custodial integrations, and document management.
Own the MSP relationship for infrastructure, security, and disaster recovery; hold vendors accountable for uptime and risk and escalate the firm’s needs.
Manage the technology budget and negotiate vendor contracts, including third-party risk reviews for vendors that handle client data.
Set data governance standards and ensure client data is handled in accordance with regulatory requirements.
Report client and advisor experience metrics and strategic roadmap progress to the COO and executive committee.
Report technology risk and uptime in partnership with the MSP.
Perform other duties as assigned and contribute to a collaborative, high-performing team environment.
Build and lead a team, including hiring and performance management as the function grows.