Senior Client Experience Program Manager
Orion Advisor Technology
About this Opportunity:
As a Senior Program Manager, Client Experience, you will lead and manage our Net Promoter Score (NPS) program and drive client experience improvements. As a champion for our clients, you will ensure their voices are heard and their feedback is used to shape our roadmap and deliver exceptional experiences. You will have a proven ability to drive measurable improvements in client satisfaction, such as increasing NPS scores and reducing churn. You will be responsible for the end-to-end management of the NPS program, including data collection, analysis, reporting, and action planning. You will translate data insights into compelling strategies and programs, advocating for their adoption across the organization. You will collaborate with cross-functional teams to implement these programs, proactively identify and solve complex client experience problems, and enhance the overall client experience. 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; 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:
Own and manage all aspects of the Net Promoter Score (NPS) program, including survey design, deployment, data analysis, and reporting
Establish and track key performance indicators (KPIs) related to client satisfaction and NPS performance
Develop and implement strategies to improve NPS scores and overall client satisfaction, aligning with Orion's commitment to delivering exceptional client experiences
Analyze NPS data to identify key trends, drivers of satisfaction and dissatisfaction, and areas for improvement across Orion's suite of products and services
Translate data insights into compelling strategies and programs designed to enhance the client experience
Develop business cases and persuasive presentations to advocate for these strategies, securing buy-in from key stakeholders and leadership
Partner with cross-functional teams, including product, engineering, sales, marketing, and customer support, to ensure alignment and drive action on client feedback, fostering a client-centric culture across Orion
Collaborate with stakeholders to implement client experience improvement programs, ensuring that client feedback is integrated into Orion's strategic roadmap
Act as a client advocate, ensuring that client feedback is incorporated into decision-making processes across all levels of the organization
Build strong relationships with key stakeholders across the organization, fostering a collaborative approach to client experience management
Proactively communicate NPS results and insights to relevant stakeholders, ensuring transparency and facilitating informed decision-making
Ensure that stakeholders have the information they need to make informed decisions about client experience, empowering them to prioritize client satisfaction in their respective roles
Stay abreast of industry best practices and emerging trends in client experience and NPS programs, ensuring Orion's program remains cutting-edge and effective
Identify opportunities to enhance the NPS program and drive continuous improvement, leveraging innovative approaches to gather and analyze client feedback
Develop and maintain documentation related to the NPS program, ensuring knowledge sharing and consistency in program execution
Develop and manage the budget for the NPS program, ensuring efficient allocation of resources and tracking program expenses
We’re looking for talent who:
Has a minimum of 7 years of experience in program management, client experience, or a related field, preferably within the financial services industry
Has a minimum of a Bachelor's Degree in Business, Marketing, or related field
Has proven experience managing and administering NPS programs, demonstrating a deep understanding of the methodology and its application
Has experience with NPS vendors such as Medallia, CustomerGauge, or similar platforms, including survey design, deployment, and data analysis
Has experience with CRM systems and survey tools, with a preference for familiarity with tools relevant to the financial services sector
Preferably has a certification in Program Management (PMP, PgMP, CAPM)
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:
$90,784.00 - $140,617.00The 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.