Client Service - Director, Voice of Customer

Explore Life at Kestra

Kestra Financial is a wealth management platform dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients.

We’re looking for a strategic, customer‑focused leader to take ownership of our Voice of Customer program and elevate our continuous improvement efforts. In this role, you’ll turn customer insights into clear, actionable strategies and guide cross‑functional teams to enhance the customer experience, strengthen operational performance, and drive meaningful business impact.

• Voice of Customer Leadership
• NIGO and Quality program management
• Design, implement, and manage VoC programs, including surveys, feedback channels, and sentiment analysis.
• Partner and educate cross‑departmentally to embed customer insights into decision‑making.
• Develop and present regular VoC reports to senior leadership, highlighting trends, opportunities, and risks.
• Lead process improvement initiatives using Lean, Six Sigma, or similar methodologies.
• Identify operational inefficiencies and implement solutions that improve quality, reduce costs, and enhance customer satisfaction.
• Foster a culture of innovation and problem‑solving across teams.
• Stakeholder Engagement
• SOP Lifecycle Management
• Collaborate with cross‑functional leaders to align improvement projects with business goals.
• Facilitate workshops, training, and change management activities to ensure adoption of new processes.

• Bachelor’s degree in Business, Operations, or related field
• 7+ years of experience in customer experience, process improvement, or related leadership roles.
• Proven track record in VoC program management and continuous improvement delivery.
• Strong analytical skills with experience in data visualization and reporting tools.
• Certification in Lean, Six Sigma, or similar preferred.
• Excellent communication, facilitation, and stakeholder management skills.
• Strategic Thinking & Planning
• Leadership & Team Development
• Cross‑Functional Collaboration
• Analytical & Problem‑Solving Abilities
• Adaptability & Innovation
• Continuous Improvement Methodologies

Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.

• Competitive pay and benefits with a large employer (over 1600 employees nationwide)
• 401(k), health insurance, and a competitive benefits package
• Work in a supportive, collaborative environment committed to professional excellence
• Help clients navigate meaningful financial decisions with confidence
• Opportunities for training, development, and long‑term growth within the firm
• Tuition reimbursement for qualified expenses

Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values:
Serve, Make it Happen, and One team.

Lead with purpose. Apply now and help shape the future of Kestra.

• You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment.
• It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.