Senior Client Experience Program Manager

Orion•Omaha, NE

2d•Hybrid

About The Position

As a Senior Client Experience Program Manager, you will lead and manage our Net Promoter Score (NPS) program and drive client experience improvements. As a champion for our clients, you will ensure their voices are heard and their feedback is used to shape our roadmap and deliver exceptional experiences. You will have a proven ability to drive measurable improvements in client satisfaction, such as increasing NPS scores and reducing churn. You will be responsible for the end-to-end management of the NPS program, including data collection, analysis, reporting, and action planning. You will translate data insights into compelling strategies and programs, advocating for their adoption across the organization. You will collaborate with cross-functional teams to implement these programs, proactively identify and solve complex client experience problems, and enhance the overall client experience. For External Candidates: Candidates must work in-office at one of the following locations for at least 3 days per week: Omaha, NE; Berwyn, PA or Lehi, UT. For Internal Candidates: A ll internal employees, regardless of their current work arrangement (remote or in-office), are encouraged to apply.

Requirements

Has a minimum of 7 years of experience in program management, client experience, or a related field, preferably within the financial services industry
Has a minimum of a Bachelor's Degree in Business, Marketing, or related field
Has proven experience managing and administering NPS programs, demonstrating a deep understanding of the methodology and its application
Has experience with NPS vendors such as Medallia, CustomerGauge, or similar platforms, including survey design, deployment, and data analysis
Possess strong analytical and data interpretation skills, with the ability to extract meaningful insights from complex data sets
Possess excellent communication, interpersonal, and presentation skills, capable of effectively conveying information to diverse audiences and influencing decision-making
Has ability to work independently and as part of a team, demonstrating initiative and collaboration in a dynamic environment
Has experience with CRM systems and survey tools
Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Nice To Haves

preferably within the financial services industry
with a preference for familiarity with tools relevant to the financial services sector
Preferably has a certification in Program Management (PMP, PgMP, CAPM)
Possess strong project management skills with the ability to manage multiple projects simultaneously, effectively prioritizing tasks and meeting deadlines

Responsibilities

Own and manage all aspects of the Net Promoter Score (NPS) program, including survey design, deployment, data analysis, and reporting
Establish and track key performance indicators (KPIs) related to client satisfaction and NPS performance
Develop and implement strategies to improve NPS scores and overall client satisfaction, aligning with Orion's commitment to delivering exceptional client experiences
Analyze NPS data to identify key trends, drivers of satisfaction and dissatisfaction, and areas for improvement across Orion's suite of products and services
Translate data insights into compelling strategies and programs designed to enhance the client experience
Develop business cases and persuasive presentations to advocate for these strategies, securing buy-in from key stakeholders and leadership
Partner with cross-functional teams, including product, engineering, sales, marketing, and customer support, to ensure alignment and drive action on client feedback, fostering a client-centric culture across Orion
Collaborate with stakeholders to implement client experience improvement programs, ensuring that client feedback is integrated into Orion's strategic roadmap
Act as a client advocate, ensuring that client feedback is incorporated into decision-making processes across all levels of the organization
Build strong relationships with key stakeholders across the organization, fostering a collaborative approach to client experience management
Proactively communicate NPS results and insights to relevant stakeholders, ensuring transparency and facilitating informed decision-making
Ensure that stakeholders have the information they need to make informed decisions about client experience, empowering them to prioritize client satisfaction in their respective roles
Stay abreast of industry best practices and emerging trends in client experience and NPS programs, ensuring Orion's program remains cutting-edge and effective
Identify opportunities to enhance the NPS program and drive continuous improvement, leveraging innovative approaches to gather and analyze client feedback
Develop and maintain documentation related to the NPS program, ensuring knowledge sharing and consistency in program execution
Develop and manage the budget for the NPS program, ensuring efficient allocation of resources and tracking program expenses