Head of Client Experience

Acrisure•New York, NY

4d•Onsite

About The Position

Acrisure is building a modern fintech operating model that blends trusted human advisors with AI-powered, digital-first capabilities. Central to this ambition is delivering a differentiated, consistent, and high-quality client experience—tailored by client segment and delivered with operational excellence at scale. The Head of Client Experience is accountable for designing, governing, and continuously improving how clients experience Acrisure across the full lifecycle—from onboarding and servicing to renewals, billing, claims, and support. This role owns the client experience agenda end to end, including the establishment and management of CSAT, Net Promoter Score (NPS), and client feedback loops, and ensures that each client segment receives the right blend of technology-enabled efficiency and human-led expertise. This is not a growth or sales role. It is a client-obsessed operating role focused on experience quality, consistency, and execution—ensuring that what we promise clients is what they experience, every time, across every channel.

Requirements

Strong track record of managing or redesigning end-to-end client journeys in complex product/service environments.
Strong background in process design, service model standardization, and operational execution
Strong analytical skills — ability to use data and feedback to drive continuous improvement
Comfort operating at the intersection of experience design, operations, and technology
Ability to influence across functions and drive adoption in decentralized or federated environments
Excellent cross-functional collaboration and communication skills; ability to work across operations, digital/tech, compliance, and support teams.
Extensive experience (10–15+ years) in client experience, customer operations, or process excellence within insurance, financial services, or fintech.
5+ years expertise in process engineering, workflow optimization, documentation, and operational excellence.
5+ years’ experience owning CSAT/NPS programs and translating feedback into operational change
5+ years’ experience with customer feedback mechanisms (CSAT/NPS), digital service platforms, and client-centric culture building.
5+ years’ experience embedding service standards, SOPs, quality controls, and process governance across distributed teams or agencies.
Client-First Operator: Always views processes and operations through the lens of how clients experience them.
Process Evangelist: Disciplined about simplicity, clarity, consistency, and repeatability across all workflows.
Data-Driven Improver: Uses insights, feedback, and metrics to drive tangible improvements.
Cross-Functional Collaborator: Builds bridges across ops, tech, and support to ensure aligned execution.
Quality & Risk Conscious: Maintains high standards, compliance, and governance in processes, especially relevant in regulated industries like insurance.
Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Responsibilities

Client Experience Strategy & Journey Design Define and govern the end-to-end client experience across all Retail Operations touchpoints, from onboarding through ongoing service and renewals.
Design differentiated experience models by client segment, deliberately aligning digital-first, hybrid, or high-touch service to client value and complexity.
Ensure experiences are intuitive, transparent, responsive, and easy to navigate—across both human and digital channels.
Act as the enterprise owner of “what good looks like” for the Acrisure client experience.
CSAT, NPS & Client Feedback Ownership Stand up and own enterprise client experience metrics, including CSAT, NPS, customer effort, and key sentiment indicators.
Build closed-loop feedback mechanisms that capture insights in real time and translate them into action.
Partner with Operations and Leadership (including 3rd parties) to review performance, identify root causes, and drive targeted improvements.
Embed client satisfaction and loyalty as core operational success measures.
Process Excellence & Service Consistency Partner with 3rd parties to design and standardize core servicing processes to ensure consistency, quality, and efficiency across agencies and channels and segments.
Apply Lean and continuous improvement principles to reduce friction, handoffs, cycle times, and rework without sacrificing experience quality.
In partnership with 3rd party, develop and maintain clear, scalable SOPs and service playbooks that support repeatable, high-quality execution.
Ensure processes are built to scale, audit, and adapt as Acrisure continues to grow, including seams M&A integration.
Digital and Human Experience Orchestration Partner closely with Digital, Technology, and Automation teams to embed workflow tools, self-service capabilities, and omnichannel experiences.
Ensure technology enhances the human experience, particularly for higher-value and more complex client segments (Signature Clients).
Drive adoption of digital tools while preserving the trust and relationship-driven aspects of the Acrisure brand.
Governance, Quality & Risk Management Establish service-level standards, quality controls, and governance mechanisms to ensure consistent delivery across a distributed operating model across segments.
Ensure processes are compliant, well-documented, and auditable, reducing operational and client risk.
Serve as the steward of client experience standards across North America Retail.

Benefits

Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

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