Senior Director, Client Experience Delivery & Adoption

Summary

As a part of Northwestern Mutuals Strategy function, the Client Experience team brings our enterprise and client experience strategy to life for our clients. This team drives and advocates for the client experience across our various platforms and serves as a key point of contact across our strategy, business and field representative teams.

The Sr. Director of Client Experience is a pivotal role in defining and driving client experience objectives and key results across various platforms. The role requires strong collaboration with cross-functional partners to ensure seamless execution of strategies that enhance client engagement and experience.

Primary Duties & Responsibilities

Product / Strategy Initiatives

• Consultation: Provide consultation for Client Experience prioritization and feature development processes, including PI planning, sprint reviews, and feature syncs. Serve as client experience advocate in strategy development sessions
• Presentation Development: Assist in development of executive and senior leadership presentations on outcomes and key decisions
• Research Support: Support financial presentative research efforts.

Adoption & Change Management

• Go-to-Market Strategies: Develop and oversee adoption strategies across various Client Experience platforms.
• Readiness & Change Management: Ensure readiness and manage change related to releases, pilots, and sunsets.
• Lead Activations: Organize key initiatives such as the Planning Acceleration Pilot program, network office presentations, webinars, and field communications.
• Data-Driven Analysis: Conduct analysis to identify opportunities based on data insights.
• Cross-Functional Alignment: Maintain alignment with partners in Corporate Strategy, Sales Enablement, Financial Planning Consultants, Technology Success, and Marketing.

Financial Representative (Field) Alignment and Collaboration:

• Primary Liaison: Serve as the main point of contact for field association board members and committee chairs.

• Field Priority Reporting: Report progress on field priorities to associations
• Host Field Committee Meetings: Facilitate meetings for Planning Experience, Planning Solutions, Comprehensive Asset Allocation, Retirement Distribution, and Planning Foundations sub-committee.
• Feedback Management: Manage categorization, trending, and reporting of user feedback; address escalations from top advisors.

Outcome Effectiveness Reporting

• Define Usage & Adoption Targets: Establish clear targets across platforms
• Metric Monitoring Effectiveness: Continuously review and analyze OKRs and KPIs for ongoing strategy effectiveness.
• Steering Committees and Monthly Business Reviews: Drive discussions on usage and adoption-related OKRs, data insights, field sentiment, and experience proficiency efforts.

Qualifications

• Bachelor's Degree: Required in a relevant field such as business, finance, or related areas.
• Experience in Strategic Planning: Proven experience in defining and driving strategic objectives and key results.
• Change Management Expertise: Extensive experience in managing adoption and change strategies for large-scale initiatives.
• Cross-functional Collaboration: Ability to work collaboratively with various departments to drive strategic alignment.
• Analytical Skills: Proficient in analyzing data to inform strategy and identify opportunities.
• Product Development Insight: Experience in consulting on product prioritization and feature development processes.
• Communication Skills: Excellent interpersonal and presentation skills to engage with stakeholders at all levels.

This role is integral to achieving our client experience vision by aligning strategic objectives, fostering field collaboration, and ensuring successful adoption of initiatives. If you are passionate about driving client-focused strategies and have a track record in strategic planning and execution, we encourage you to apply.

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Compensation Range:

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Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.