Define the FPRS customer experience Vision and Strategy across stakeholders, including advisor experience (distribution and servicing), client experience (acquisition, servicing, and claims) and internal user experience (operations and support teams)
Establish a framework to identify points of friction and dislocation across the value chain and product portfolio to focus on enhancing
Define “north star” journeys and target-state experiences across products and channels
Lead the orchestration of integrated journeys across the FPRS lifecycle
Build and execute a multi-year roadmap to modernize FPRS experiences
Partner with Innovation, Experience Design and Technology teams to translate strategy into digital experiences (web, mobile, self-service), AI-enabled assistance and automation and new service models and engagement channels
Ensure experience considerations are embedded in all major transformation initiatives
Leverage feedback loops and insights generation processes to continuously improve journeys
Translate data into actionable recommendations for product and operations teams
Partner with Distribution and Service leaders to align on experience priorities
Drive coordination across value streams (e.g., Customer Engagement)

10+ years of experience in customer experience, product strategy, or transformation roles
Experience in financial services, insurance, or adjacent industries preferred
Background in advisor-led business models and distribution ecosystems preferred
Proven track record designing and scaling end-to-end experiences in complex organizations
Ability to influence senior leadership and drive cross-functional alignment
Ability to manage multiple projects simultaneously
Ability to lead while adapting to changing business priorities and environments
Ability to direct multiple key partner functions in a matrixed environment
Ability to lead through influence and work with people across multiple disciplines to achieve results
Comfort with ambiguity and the ability to manage complexity
Ability to accelerate impact and lead change
Strong executive presence and public speaking skills including presentation to senior leadership, as well as field stakeholders
Proficient in visual communication tools like PowerPoint with the ability to present information in a compelling way
Ability to work independently and be self-motivated.

Head of Experience Strategy

Key skills