Director of Client Experience

Job Summary:

The Director of Client Experience plays a vital role in shaping and enhancing the customer journey, ensuring outstanding service and satisfaction at every touchpoint. This strategic position focuses on collaboration with teams across Achēv, gathering customer data and leveraging insights, driving engagement, and fostering advocacy to strengthen brand loyalty and propel business growth.

This role is responsible for ensuring seamless service delivery, cultivating client loyalty, and continuously improving accessibility and responsiveness. The ideal candidate is a mission-driven leader with expertise in client engagement, data-driven decision-making, and cross-departmental collaboration.

To gain a holistic understanding of Achēv’s clients—both today and in the future—the Director must integrate and work with all business units that interact with customers. Reporting to the Chief Operations Officer, this role is critical in advancing Achēv’s mission and enhancing the connected client experience.

General Responsibilities

• Implement a holistic client experience strategy aligned with business mission, vision and purpose
• Lead and mentor a team of dedicated product managers and ensure consistency in service quality
• Oversee customer feedback programs, outreach, research, and surveys to drive actionable improvements in client experience
• Work with internal business partners, other program and service managers and IT teams to ensure seamless service integration and optimize the customer journey
• Establish performance metrics and conduct regular audits to assess and improve client satisfaction and engagement
• Utilize client feedback, surveys, and service usage data to identify areas for improvement
• Monitor key performance indicators (KPIs) such as response times, satisfaction scores, and accessibility metrics to continually improve and evolve strategy
• Advocate for digital transformation to modernize service delivery channels with tools including AI chat-bots, tablets, self-serve kiosks
• With Chief Privacy Officer, ensure compliance with data privacy and cybersecurity regulations while enhancing digital accessibility
• Report findings to leadership and stakeholders to drive continuous improvement
• Support the implementation of training and change management programs and tools to help adoption and strengthen frontline customer service skill
• Mentor client experience teams to align with strategic goals
• Manage escalations and resolve complex customer issues effectively
• Identify emerging trends and innovations to enhance the client experience
• Identify policy gaps and inefficiencies that hinder service accessibility
• Stay informed on emerging public sector service trends
• Oversee training programs to equip staff with the skills needed to adapt to new processes and technologies
• Identify potential barriers to change and develop strategies to address concerns from employees and stakeholders
• Ensure seamless adoption of digital tools and platforms
• Foster a culture of innovation and adaptability to sustain long-term improvements in service deliver

Key Qualifications & Skills

• Bachelor’s degree in business, marketing, or a related field.
• Proven understanding in planning and implementing client experience strategies, journey mapping or related disciplines with at least 7+ years’ experience
• Experience with CRM systems and customer engagement platforms.
• Experience working collaboratively with technology teams in the development of IT solutions supporting customer experience initiatives
• Strong analytical skills with a laser focus on data-driven approach to decision-making.
• Proven experience in collaboration and an ability to focus multidisciplinary teams on specific goals and outcomes
• Experience in consumer-focused sectors (for example banking, telecommunications, retail)
• Excellent communication, leadership, and interpersonal skills.
• Ability to foster relationships and influence across teams.
• High proficiency in excel and data reporting