About the role
- Senior Client Experience Program Manager leading NPS program for client experience improvements. Collaborating with teams to enhance client satisfaction and drive measurable improvements.
Responsibilities
- lead and manage the Net Promoter Score (NPS) program
- drive client experience improvements
- ensure client voices are heard and feedback shapes the roadmap
- manage end-to-end NPS program including data collection and analysis
- translate data insights into strategies and programs
- collaborate with cross-functional teams to implement programs
- proactively identify and solve complex client experience problems
- enhance overall client experience
- communicate NPS results and insights to stakeholders
- develop and manage the budget for the NPS program
Requirements
- minimum of 7 years of experience in program management, client experience, or a related field, preferably within the financial services industry
- minimum of a Bachelor's Degree in Business, Marketing, or related field
- proven experience managing and administering NPS programs
- experience with NPS vendors such as Medallia, CustomerGauge, or similar platforms
- possess strong analytical and data interpretation skills
- possess excellent communication, interpersonal, and presentation skills
- ability to work independently and as part of a team
- experience with CRM systems and survey tools
- preferably has a certification in Program Management (PMP, PgMP, CAPM)
- possess strong project management skills
Benefits
- 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
