CX Measurement Director

Role Overview

• 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.
• 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.
• 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.
• 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.
• Ensure CX measurement data is ingested into RSM’s systems appropriately, so core metrics and related insights show up naturally where our people do their work.
• 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.
• Provide leaders and client teams with clear, actionable dashboards and reporting that translate insight into action.

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.
• Qualtrics certification (preferred)
• Experience in a partner-led, matrixed organization (preferred)
• Knowledge of professional services KPIs and client satisfaction frameworks (preferred)
• Familiarity with the structuring and management of data to support journey design and experience measurement in professional services or regulated market environments (preferred)
• Experience scaling measurement systems globally, to generate actionable insight systemically while reflecting local market and buyer dynamics (preferred)
• 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

Benefits

• Competitive benefits and compensation package
• Flexibility in schedule