About this Opportunity:

As a Director, Client Experience, you will be responsible for developing and leading programs to drive NPS growth, process efficiencies, and customer journey enhancements. Ongoing analytics and reporting solution development are key aspects of this role in addition to working with cross-functional partners to identify and manage strategic process transformation efforts across all business lines for the company. This position will support the implementation of best-in-class operating models and practices in addition to defining a cohesive plan that captures critical aspects of technology, people, and process and will support the delivery with a focus on planning, analytics, change management, and communications. This position is responsible for the development and performance of team members, the processes used by them, and holds the team members accountable for their work. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

For External Candidates:

Candidates must work in-office at one of the following locations for at least 3 days per week: Omaha, NE; Sacramento, CA; Hebron, KY

For Internal Candidates:

All internal employees, regardless of their current work arrangement (remote or in-office), are encouraged to apply.

In this role, you’ll get to:

• Be responsible for the Net Promoter Score (NPS) client satisfaction program

• Create vision, drive strategy, outline a roadmap for the company to execute on to continue to elevate our client experience

• Drive innovative strategies that deepen our client understanding, respond to changing client expectations, capitalize on new opportunities, and deliver world class client experiences

• Provide reporting of survey performance to all levels of our organization to identify opportunities for improvement

• Evangelize and educate the broader organization about Client Experience ethos, its impact on our clients and enable companies to gain a significant competitive advantage

• Perform text analytics to determine client sentiment and identify trends and patterns

• Become the client experience data expert and own all data governance components

• Work collaboratively across the enterprise to understand business needs and how change can impact the client experience

• Create ad hoc reporting and analysis as requested

• Manage team members within department including but not limited to hiring, training and developing employees, delegating work assignments, writing and conducting performance appraisals, salary recommendations, coaching and counseling, and administering corrective actions

• Mentor team members through instruction, coaching, providing real-time on-the-job experiences, modeling effective practices, and advising on methods used

• Conduct one-on-one meetings with employees on a regular basis

We’re looking for talent who:

• Has a minimum of 5 years of experience in Financial Services industry

• Possess a minimum of 2 years of experience in client satisfaction programs

• Has a minimum of 2 years of leadership or management experience

• Has a minimum of a bachelor’s degree in Business Administration or related field

• Obtains Orion Industry Certification

• Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

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Salary Range:

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.

About Us

As One-Orion, we accomplish our best work by being personally accountable to each other and the clients we serve. We are creating a welcoming environment where everyone is respected, valued, and heard. Our willingness to disrupt ourselves, and the industry ensures we stay ahead of client expectations. Thinking differently is in our DNA – we innovate, push boundaries, reject the status quo, and relentlessly pursue transformative outcomes. It is our collective will to win that drives Orion’s success and powers success for our clients and everyone at Orion.