Client Service - Director, Voice of Customer

Job description

Kestra Financial is a wealth management platform dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients Lead with Purpose. Partner with Impact. We’re looking for a strategic, customer focused leader to take ownership of our Voice of Customer program and elevate our continuous improvement efforts. In this role, you’ll turn customer insights into clear, actionable strategies and guide cross functional teams to enhance the customer experience, strengthen operational performance, and drive meaningful business impact. What You’ll Do: - Voice of Customer Leadership - NIGO and Quality program management - Design, implement, and manage VoC programs, including surveys, feedback channels, and sentiment analysis. - Partner and educate cross-departmentally to embed customer insights into deci...