Support Journey teams in advancing the enterprise-wide Client & Field Experience capability through research-driven insights and experience design.
Assist in defining experience strategies across client and advisor lifecycles, ensuring alignment between client needs, field workflows, and business outcomes.
Translate client and field needs into experience opportunities, hypotheses, and experience design inputs for domain teams.
Support development of problem statements, opportunity sizing, and value hypotheses informed by client and field insights.
Assist in defining experience-related OKRs and success measures.
Plan and conduct experience research to understand client, advisor, and field leader needs, pain points, and behaviors.
Synthesize insights from Voice of the Client, Voice of the Field, operational data, surveys, and usability testing.
Create compelling insight narratives that translate research findings into actionable guidance.
Lead or support experience design activities for client and/or field sub-journeys, including journey mapping and service design.
Collaborate with peers, cross-functional partners, domain and delivery teams to ensure client and field experience designs are feasible and scalable.
Participate in client and field co-creation sessions, pilots, and validation activities.

6–8 years of progressive experience in client experience, field experience, experience research, service design, or journey management.
Bachelor’s degree in business, design, human-computer interaction, marketing, economics, psychology, or related field.
Demonstrated ability to self-manage multiple medium or large workstreams.
Must have experience creating C-suite/executive level storytelling and presentations.
Working knowledge of advisor-led or client-facing business models, preferably in financial services or regulated industries.
Demonstrated experience conducting primary and secondary research and synthesizing insights to inform experience decisions.
Ability to operate effectively in a matrixed, domain-based delivery model.
Show aptitude for building positive partner relationships.

Assistant Director, Client & Field Experience Strategy

Key skills