Commonwealth Financial Network

  • Director, Customer Experience

    Job Locations US-MA-Waltham
    Job ID
    # of Openings
    Customer Experience
  • Overview

    Experience is everything. You know it—and we know it. We’ve built our award-winning reputation on providing indispensable service, one of the core values in our mission statement. This unwavering focus has taken us far, but we are now looking to broaden that focus more holistically to providing an indispensable experience.


    We are at the beginning stages and want your help in defining what this future means and in leading our organization toward it. If you are driven by helping others, have a never-ending passion for customer advocacy, thrive on challenge and change—and you’re ready for the opportunity to lead an organizational transformation—then we can’t wait to hear from you.


    Key responsibilities 

    • Assisting with defining Commonwealth’s customer experience (CX) vision and subsequently managing the creation, execution and development of success measurements for CX initiatives
    • Working together with the VP of customer experience to drive CX transformation across the enterprise
    • Creating customer-focused programs, tools, and resources that enable employees to deliver customer experiences that reinforce our brand promise
    • Leading voice of the customer (VOC) initiatives, including data collection and subsequent reporting; researching external VOC vendors
    • Collecting, analyzing, and interpreting customer interactions data to identify requirements and information useful in optimizing customer experience
    • Educating, managing, coaching, and mentoring CX resources across the company
    • Continuously innovating and improving CX initiatives
    • Facilitating journey mapping sessions, conducting follow-up analysis, and providing recommendations
    • Attending seminars, workshops, and conferences to continuously improve on existing job knowledge and ensure you remain at the forefront of CX thought leadership


    Core strengths 

    • Demonstrated knowledge of CX strategy and frameworks
    • Expertise in customer research methodologies and research, including survey creation and execution
    • A demonstrated ability to interpret results and identify areas of opportunity; proven track record of developing and executing strategies that drive cultural and organizational change
    • Strong project management, decision-making, and problem-solving skills.
    • Strong prioritization, negotiation, presentation, and influencing skills
    • Proven ability to work with and influence all levels in the organization


    Additional skills and knowledge 

    • A minimum of five years of proven experience in strategic roles, with experience managing cross functionally, as well as in using both quantitative and qualitative methods to make business decisions
    • Customer analytics, sentiment analysis, and AI knowledge is a plus
    • User experience/user-centered design is a plus
    • Financial services background preferred
    • Bachelor’s degree required; MBA preferred


    Have we piqued your curiosity? Can you see yourself thriving in this opportunity? Let’s introduce ourselves. 


    About Commonwealth—and Our Anything but Common® Culture 


    Commonwealth Financial Network® is the largest privately held Registered Investment Adviser–independent broker/dealer in the U.S., with offices in Waltham, Massachusetts, and San Diego, California. Since 1979, we’ve been delivering indispensable service to independent financial professionals so they, in turn, can put their clients first. Our technology, research, resources, and support—plus a variety of affiliation models—deliver what today’s independent advisors need to thrive. 


    That being said, we are a financial services company with a unique mission—one that encompasses purpose, vision, and core values in equal measure. Staying true to these guiding principles is the reason we are recognized so often and by so many for the quality of life we enjoy here. We believe it directly translates to a better experience for everyone: employees, advisors, clients, and our communities. 


    Creating a supportive culture where everyone can thrive is a mission we take seriously. From professional development to comprehensive benefits, grassroots leadership opportunities, generous bonus and stock option incentive plans, opportunities to unwind and connect, and so much more, Commonwealth is not just a great place to work—it’s a place that, for many, feels like home. 


    Commonwealth Financial Network® is an equal opportunity employer that is committed to a diverse workforce. 


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