Head of Client Experience

The Head of Client Experience owns the firmwide strategy for how clients experience Allworth across advice, service, communications, events, technology, and relationship touchpoints. This leader defines the desired client experience, sets service standards, aligns cross-functional partners, and ensures the firm continuously improves the client journey as it grows.

Our vision is a client experience that is personal, proactive, seamless, and consistently excellent across the firm, where every client feels known, valued, and confident that Allworth understands their goals, anticipates their needs, and brings the full strength of the firm to help them make better decisions for their life, family, and legacy. This is a new, high-visibility role: the opportunity to build and lead a function that protects the intimacy of a boutique advisory relationship while delivering enterprise-level consistency, measurement, and scale.

Duties and Responsibilities

Strategy and Governance

• Define the Client Experience vision, strategy, roadmap, and annual priorities.
• Own the firmwide client experience charter and operating model.
• Lead Client Experience governance across advisory teams, operations, technology, marketing, compliance, investments, and planning.
• Prioritize client experience initiatives based on business impact, client need, and advisor-team adoption.

Service Model and Standards

• Define the client service model by segment, in partnership with leadership, advisors, operations, and planning, so every client receives a clear, intentional experience appropriate to their value, complexity, and needs.
• Establish standards for onboarding, responsiveness, client meetings, follow-up, communications, events, escalation, and service recovery.
• Standardize the firm’s response to the moments that matter to clients, such as onboarding, market volatility, retirement, death of a spouse, liquidity events, estate transitions, and business sales, and equip advisors to deliver them.

Voice of Client and Continuous Improvement

• Oversee the Voice of Client program and ensure client feedback turns into action across leadership decisions, training, process improvement, technology investment, and advisor coaching.
• Own CX measurement, including the CX dashboard, and report results and recommendations to senior leadership.

Engagement, Communications, and Events

• Set the strategic direction for client communications, client events, and advisor-enabled growth programs, in partnership with Marketing and Advisory.

Team Leadership

• Build, lead, and develop the Client Experience team, including the Client Journey & Service Excellence, Voice of Client & CX Insights, and Client Engagement & Growth Programs functions.
• Partner with Practice Management to train and support teams on CX standards, and with field champions to drive adoption across offices.
• Protect the client experience as the firm integrates new offices and acquisitions.

Areas of Ownership

• Owns: CX strategy, CX charter, CX dashboard, and cross-functional CX governance.
• Owns strategy: Voice of Client program.
• Owns direction: client service model, client journey standards, and client events and communications strategy.

Success Measures

Success in this role is demonstrated through higher client retention, stronger client satisfaction, more client referrals, greater share of wallet, improved advisor capacity, and better service consistency across offices, teams, and segments.

Experience and Qualifications

Required

• 10+ years of experience leading client experience, client service strategy, or client journey transformation in wealth management, financial services, or another high-trust, relationship-driven business.
• Demonstrated experience designing segmented service models, client journeys, service standards, and “moments that matter” across the client lifecycle.
• Proven ability to lead cross-functional work across operations, technology, marketing, compliance, planning, and leadership.
• Experience using client feedback, data, and performance measures to prioritize improvements and demonstrate impact.
• Experience leading and developing teams, including building a new function.
• Strong communication and change leadership skills, with the ability to build alignment and adoption across advisors and client-facing teams.
• Credibility with advisors and client-facing teams, with a practical appreciation for operational realities.
• Bachelor’s degree in business, communications, or a related field, or equivalent experience.

Preferred

• Experience at an RIA, wealth management firm, or multi-office financial services organization, including growth through acquisition.
• Experience with CRM, client portal, and digital client experience tools (e.g., Salesforce).
• Experience establishing a Voice of Client program (e.g., NPS/CSAT, client advisory boards).
• Advanced degree or CX certification (e.g., CCXP).