National Director, Client Experience

The National Director, Client Experience will be responsible for developing and implementing strategies to enhance the overall client experience across the Employee Benefits Practice. This role requires a visionary leader with a deep understanding of client needs, exceptional communication skills, and a passion for delivering outstanding service. The ideal candidate will drive client engagement, retention, and satisfaction, ensuring that our clients receive unparalleled support and value from our services.

Key Responsibilities:

• Strategic Leadership: Develop and execute a comprehensive client experience strategy that aligns with the company’s goals and objectives.
• Client Engagement: Foster strong relationships with clients, understanding their needs and ensuring their satisfaction with our services.
• Team Management: Lead and mentor a team of client service professionals, promoting a culture of excellence and continuous improvement.
• Process Improvement: Identify and implement process enhancements to improve client interactions and service delivery.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure client satisfaction, drive improvements, and enhance revenue through filling whitespace.
• Collaboration: Work closely with other departments, including sales, marketing, and operations, to ensure a seamless client experience.
• Innovation: Stay abreast of industry trends and best practices, incorporating innovative approaches to enhance the client experience.

Qualifications:

• Education: Bachelor’s degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
• Experience: Minimum of 10 years of experience leading client service within the employee benefits industry.
• Skills:
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proven track record of developing and implementing successful client experience strategies.
  • Analytical mindset with the ability to interpret data and make informed decisions.
  • Ability to work collaboratively across departments and with senior leadership.
  • Innovative thinking and problem-solving skills.

Risk Strategies is the 9th largest privately held US brokerage firm offering comprehensive risk management advice, insurance and reinsurance placement for property & casualty, employee benefits, private client services, as well as consulting services and financial & wealth solutions. With more than 30 specialty practices, Risk Strategies serves commercial companies, nonprofits, public entities, and individuals, and has access to all major insurance markets. Risk Strategies has over 100 offices and nearly 5,000 employees across the US and Canada.

Our industry recognition includes being named a Best Places to Work in Insurance for the past five years (2018-2022) and on the Inc. 5000 list as one of America’s Fastest Growing Private Companies. We are committed to being good stewards for our company, culture, and communities by having a strong focus on Environmental, Social, and Governance issues.

Risk Strategies is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about working at Risk Strategies by visiting our careers page: www.risk-strategies.com/careers.