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Orion · 2 days ago

Senior Client Experience Program Manager

Philadelphia, PA

Full-time

Onsite

Senior Level

$95K/yr - $147K/yr

7+ years exp

Orion is a company dedicated to delivering exceptional client experiences and fostering a collaborative environment. The Senior Client Experience Program Manager will lead the Net Promoter Score (NPS) program to drive improvements in client satisfaction and ensure that client feedback shapes the organization's roadmap.

AccountingFinancial ServicesTrading Platform

Responsibilities

Own and manage all aspects of the Net Promoter Score (NPS) program, including survey design, deployment, data analysis, and reporting

Establish and track key performance indicators (KPIs) related to client satisfaction and NPS performance

Develop and implement strategies to improve NPS scores and overall client satisfaction, aligning with Orion's commitment to delivering exceptional client experiences

Analyze NPS data to identify key trends, drivers of satisfaction and dissatisfaction, and areas for improvement across Orion's suite of products and services

Translate data insights into compelling strategies and programs designed to enhance the client experience

Develop business cases and persuasive presentations to advocate for these strategies, securing buy-in from key stakeholders and leadership

Partner with cross-functional teams, including product, engineering, sales, marketing, and customer support, to ensure alignment and drive action on client feedback, fostering a client-centric culture across Orion

Collaborate with stakeholders to implement client experience improvement programs, ensuring that client feedback is integrated into Orion's strategic roadmap

Act as a client advocate, ensuring that client feedback is incorporated into decision-making processes across all levels of the organization

Build strong relationships with key stakeholders across the organization, fostering a collaborative approach to client experience management

Proactively communicate NPS results and insights to relevant stakeholders, ensuring transparency and facilitating informed decision-making

Ensure that stakeholders have the information they need to make informed decisions about client experience, empowering them to prioritize client satisfaction in their respective roles

Stay abreast of industry best practices and emerging trends in client experience and NPS programs, ensuring Orion's program remains cutting-edge and effective

Identify opportunities to enhance the NPS program and drive continuous improvement, leveraging innovative approaches to gather and analyze client feedback

Develop and maintain documentation related to the NPS program, ensuring knowledge sharing and consistency in program execution

Develop and manage the budget for the NPS program, ensuring efficient allocation of resources and tracking program expenses

Qualification

NPS program managementData analysisClient experience improvementProgram management certificationCRM systems experienceCommunication skillsInterpersonal skillsPresentation skillsProject management skills

Required

Has a minimum of 7 years of experience in program management, client experience, or a related field, preferably within the financial services industry

Has a minimum of a Bachelor's Degree in Business, Marketing, or related field

Has proven experience managing and administering NPS programs, demonstrating a deep understanding of the methodology and its application

Has experience with NPS vendors such as Medallia, CustomerGauge, or similar platforms, including survey design, deployment, and data analysis

Possess strong analytical and data interpretation skills, with the ability to extract meaningful insights from complex data sets

Possess excellent communication, interpersonal, and presentation skills, capable of effectively conveying information to diverse audiences and influencing decision-making

Has ability to work independently and as part of a team, demonstrating initiative and collaboration in a dynamic environment

Has experience with CRM systems and survey tools, with a preference for familiarity with tools relevant to the financial services sector

Possess strong project management skills with the ability to manage multiple projects simultaneously, effectively prioritizing tasks and meeting deadlines

Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Preferred

Preferably has a certification in Program Management (PMP, PgMP, CAPM)

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

Company

Orion

Orion is a wealthtech powerhouse delivering an integrated suite of fully connected, disruptive technology and investment solutions on an open architecture platform.

Founded in 1999

Omaha, Nebraska, USA

1001-5000 employees