Head of Client Experience
Allworth Financial
Salary undisclosed
Need a reasonable accommodation to apply or interview? Contact us.
JobMinglr uses automated technology to recommend jobs based on profile information and job preferences. Match Score does not determine eligibility for a position, prevent a user from viewing or applying to a job, or make hiring decisions on behalf of an employer.
Description
About Allworth Financial
Allworth Financial (www.allworthfinancial.com) is an independent investment advisory firm providing full-context wealth planning solutions. The firm brings together investment, tax, retirement, estate, and other financial considerations to help clients evaluate decisions in the context of their whole financial lives.
Founded in Sacramento, California, in 1993, Allworth Financial is a high-growth, private equity-backed, multibranch registered investment adviser. Allworth is primarily a fee-based fiduciary advisory firm that emphasizes client well-being and education. The firm continues to expand through acquisitions and organic growth.
Allworth is a great place to work and build a career. The firm ranks among the top 15 on Barron’s Top 100 RIA Firms list, has a historical client retention rate of 97%, and is a National Business Research Institute (NBRI) Circle of Excellence Award winner. Learn more at AllworthFinancial.com.
The Head of Client Experience owns the firmwide strategy for how clients experience Allworth across advice, service, communications, events, technology, and relationship touchpoints. This leader defines the desired client experience, sets service standards, aligns cross-functional partners, and ensures the firm continuously improves the client journey as it grows.
Our vision is a client experience that is personal, proactive, seamless, and consistently excellent across the firm, where every client feels known, valued, and confident that Allworth understands their goals, anticipates their needs, and brings the full strength of the firm to help them make better decisions for their life, family, and legacy. This is a new, high-visibility role: the opportunity to build and lead a function that protects the intimacy of a boutique advisory relationship while delivering enterprise-level consistency, measurement, and scale.
Duties and Responsibilities
Strategy and Governance
- Define the Client Experience vision, strategy, roadmap, and annual priorities.
- Own the firmwide client experience charter and operating model.
- Lead Client Experience governance across advisory teams, operations, technology, marketing, compliance, investments, and planning.
- Prioritize client experience initiatives based on business impact, client need, and advisor-team adoption.
Service Model and Standards
- Define the client service model by segment, in partnership with leadership, advisors, operations, and planning, so every client receives a clear, intentional experience appropriate to their value, complexity, and needs.
- Establish standards for onboarding, responsiveness, client meetings, follow-up, communications, events, escalation, and service recovery.
- Standardize the firm’s response to the moments that matter to clients, such as onboarding, market volatility, retirement, death of a spouse, liquidity events, estate transitions, and business sales, and equip advisors to deliver them.
Voice of Client and Continuous Improvement
- Oversee the Voice of Client program and ensure client feedback turns into action across leadership decisions, training, process improvement, technology investment, and advisor coaching.
- Own CX measurement, including the CX dashboard, and report results and recommendations to senior leadership.
Engagement, Communications, and Events
- Set the strategic direction for client communications, client events, and advisor-enabled growth programs, in partnership with Marketing and Advisory.
Team Leadership
- Build, lead, and develop the Client Experience team, including the Client Journey & Service Excellence, Voice of Client & CX Insights, and Client Engagement & Growth Programs functions.
- Partner with Practice Management to train and support teams on CX standards, and with field champions to drive adoption across offices.
- Protect the client experience as the firm integrates new offices and acquisitions.
Areas of Ownership
- Owns: CX strategy, CX charter, CX dashboard, and cross-functional CX governance.
- Owns strategy: Voice of Client program.
- Owns direction: client service model, client journey standards, and client events and communications strategy.
Success Measures
Success in this role is demonstrated through higher client retention, stronger client satisfaction, more client referrals, greater share of wallet, improved advisor capacity, and better service consistency across offices, teams, and segments.
Experience and Qualifications
Required
- 10+ years of experience leading client experience, client service strategy, or client journey transformation in wealth management, financial services, or another high-trust, relationship-driven business.
- Demonstrated experience designing segmented service models, client journeys, service standards, and “moments that matter” across the client lifecycle.
- Proven ability to lead cross-functional work across operations, technology, marketing, compliance, planning, and leadership.
- Experience using client feedback, data, and performance measures to prioritize improvements and demonstrate impact.
- Experience leading and developing teams, including building a new function.
- Strong communication and change leadership skills, with the ability to build alignment and adoption across advisors and client-facing teams.
- Credibility with advisors and client-facing teams, with a practical appreciation for operational realities.
- Bachelor’s degree in business, communications, or a related field, or equivalent experience.
Preferred
- Experience at an RIA, wealth management firm, or multi-office financial services organization, including growth through acquisition.
- Experience with CRM, client portal, and digital client experience tools (e.g., Salesforce).
- Experience establishing a Voice of Client program (e.g., NPS/CSAT, client advisory boards).
- Advanced degree or CX certification (e.g., CCXP).
BENEFITS
We value our associates’ time and effort. Our commitment to your success is enhanced by our competitive base pay and an extensive benefits package, including:
- Medical: Blue Shield (PPOs and HDHP with HSA) plans and Kaiser (HMO) plans for California associates
- Dental insurance with MetLife
- Vision insurance with VSP
- Optional supplemental benefits
- Healthcare savings accounts with company contribution
- Flexible spending accounts
- Flexible working arrangements
- Generous 401K contributions
- Exempt associates qualify for our flexible paid time off policy
- Non-Exempt associates will receive 15 days of paid time off annually during the first three years of employment
- 11 Paid Holidays
- Option to participate in our Equity Purchase Program (Contract, intern, and part-time employees are not eligible)
- Future growth opportunities within the company
In addition, we work to maintain the best possible environment for our associates, where people can learn and grow with the firm. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.
Benefits are available to full-time associates who work more than 30 hours a week.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. Typical reporting relationships are described, but actual relationships may vary in some instances. This job description is not intended to be an exhaustive list of all responsibilities, duties, skills, or knowledge required of personnel classified in this job.
Allworth Financial participates in E-Verify. Click here for more information.
California residents, click here for our privacy policy.
Benefits
- health insurance
- dental insurance
- vision insurance
- 401(k)
- paid time off
- stock options
About this role
Allworth Financial is seeking a Head of Client Experience to design and lead how the firm engages with clients across every touchpoint—from advice and service delivery to communications, events, and technology. This is a new, high-visibility role that sits at the center of the organization, requiring someone to define the client experience vision, establish service standards, align cross-functional teams, and measure results as the firm scales through organic growth and acquisitions. You'll own the strategy, governance, and continuous improvement of the client journey while protecting the personalized advisory relationship that defines the firm.
The ideal candidate brings 10+ years of experience building client experience strategy or leading service transformation in wealth management or similar high-trust businesses. You'll need demonstrated skill designing segmented service models, establishing "moments that matter" across the client lifecycle, and leading cross-functional teams across operations, technology, marketing, compliance, and planning. Strong data literacy, change leadership, and credibility with advisors are essential; experience at an RIA, familiarity with CRM and client portal tools, and a track record establishing Voice of Client programs are particularly valued.
Success here means measurable improvements in client retention, satisfaction, referrals, and service consistency across Allworth's offices and teams. This role requires both strategic vision and operational grounding—the ability to think enterprise-wide while respecting the realities advisors face in the field. Based in Dallas and in-office, this is a full-time position at a top-ranked independent advisory firm with a 97% client retention rate and a strong track record of growth and workplace culture.
This role's local market on JobMinglr
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Head of Client Experience postings in Dallas, and analyze any offer before you accept it.
Before you apply, worth reading
How JobMinglr reads this job
Every listing here is scored against your profile before you apply: skills overlap, experience level, location and work arrangement, each weighted and explained. You see the score and the reasons, not just a list. How the matching works.