Director of Client

Position Summary

The Director of Client Experience (DCX) is a senior leader responsible for ensuring clients have a consistently positive, valuable, and differentiated experience across every interaction with Employee Family Protection, Inc. This role owns and continuously improves the end-to-end client journey, aligning service delivery, communication, and organizational culture around client satisfaction, retention, and long-term value. The DCX partners cross-functionally to ensure seamless transitions, service excellence, and a strong voice-of-the-client framework.

• Client Journey Strategy:
  Design, map, and optimize the full client lifecycle, including onboarding, ongoing service delivery, renewal, and expansion. Identify friction points and lead initiatives to improve the client experience across all touchpoints.
• Voice of the Client:
  Own and manage client feedback systems including Net Promoter Score (NPS), CSAT, surveys, and direct client interviews. Analyze insights and translate findings into actionable improvements across departments.
• Cross-Functional Leadership:
  Partner closely with Sales, Operations, Marketing, Product, and Service teams to ensure seamless handoffs, consistent communication, and aligned service delivery throughout the client relationship.
• Service Standards & Training:
  Define and maintain service principles, service-level agreements (SLAs), escalation paths, and experience standards. Coach, develop, and support client-facing teams to deliver a consistent and high-quality client experience.
• Retention & Growth:
  Drive client retention, renewals, referrals, and expansion opportunities through experience excellence. Support strategies that increase client lifetime value and strengthen long‑term relationships.
• Performance Measurement:
  Monitor and report on key performance indicators including NPS, client retention and churn, client lifetime value (CLV), onboarding timelines, issue resolution times, and referral/expansion rates.
• Other Duties:
  Perform other related duties as assigned to support organizational goals and client experience initiatives.

Bachelor’s degree required; master’s degree preferred. Minimum of 7–10 years progressive experience in client experience, account management, operations, strategy, or a related field. Insurance, benefits administration, or service‑driven/subscription business experience strongly preferred. Active state life and health insurance license required.

• Demonstrated leadership experience in customer or client experience strategy and execution.
• Proven ability to lead organizational change and drive cross‑functional collaboration.
• Strong analytical and data‑driven decision‑making skills, including experience with client feedback metrics (NPS, CSAT, surveys).
• Excellent written and verbal communication skills with the ability to influence senior stakeholders.
• Experience designing service standards, escalation models, and operational workflows.
• Ability to think critically and act logically to evaluate situations, solve problems, and implement improvements.
• Professional, reliable, detail‑oriented, and adaptable in a fast‑paced environment.
• Ability to maintain confidentiality and protect proprietary and sensitive client information.