Head Of Client Experience

Acrisure

New York, NY, United States
Base: $335,113 - $453,388; bonus/equity: not speci...
Hybrid
End-to-end client journey design
Csat and nps program ownership
Process engineering and standardization
The role is accountable for designing, governing, and continuously improving the client experience across the full lifecycle from onboarding to support

Job Summary

  • The role is accountable for designing, governing, and continuously improving the client experience across the full lifecycle from onboarding to support.
  • Acrisure is building a modern fintech operating model that blends trusted human advisors with AI-powered, digital-first capabilities.
  • The position offers comprehensive benefits including immediate vesting in a 401(k) plan, paid maternity and paternity leave, and wellness resources.

Matching Summary

The role is accountable for designing, governing, and continuously improving the client experience across the full lifecycle from onboarding to support.

Salary

Base: $335,113 - $453,388; Bonus/Equity: Not specified; Benefits: Comprehensive medical, dental, vision, 401(k), PTO, parental leave

Skills & Requirements

Must-have

  • End-to-end client journey design
  • CSAT and NPS program ownership
  • Process engineering and standardization
  • Lean continuous improvement principles
  • Cross-functional collaboration with tech teams

Nice-to-have

  • Client-obsessed operating mindset
  • Experience in M&A integration
  • Distributed team leadership
  • Regulated industry compliance knowledge

Key Requirements

  • 10-15+ years of client experience or operations experience
  • 5+ years owning CSAT/NPS programs
  • 5+ years in process engineering and workflow optimization
  • Strong analytical skills for data-driven improvement
  • Experience in insurance, financial services, or fintech

Work Rights

Not specified

Tailored Resume

Cover Letter