Client Service - Director, Voice of Customer
Rio 2100, 63 S Rockford Drive, Tempe, Arizona, United States of America •
Encino Building #2, 5707 Southwest Parkway, Austin, Texas, United States of America
Job Description Posted Tuesday, February 24, 2026 at 7:00 AM
Kestra Financial is a wealth management platform dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor‑focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients.
Lead with Purpose. Partner with Impact.
We’re looking for a strategic, customer‑focused leader to take ownership of our Voice of Customer program and elevate our continuous improvement efforts. In this role, you’ll turn customer insights into clear, actionable strategies and guide cross‑functional teams to enhance the customer experience, strengthen operational performance, and drive meaningful business impact.
What You’ll Do
Voice of Customer Leadership
NIGO and Quality program management
Design, implement, and manage VoC programs, including surveys, feedback channels, and sentiment analysis.
Partner and educate cross‑departmentally to embed customer insights into decision‑making.
Develop and present regular VoC reports to senior leadership, highlighting trends, opportunities, and risks.
Lead process improvement initiatives using Lean, Six Sigma, or similar methodologies.
Identify operational inefficiencies and implement solutions that improve quality, reduce costs, and enhance customer satisfaction.
Foster a culture of innovation and problem‑solving across teams.
Stakeholder Engagement
SOP Lifecycle Management
Collaborate with cross‑functional leaders to align improvement projects with business goals.
Facilitate workshops, training, and change management activities to ensure adoption of new processes.
What You Bring
Bachelor’s degree in Business, Operations, or related field
7+ years of experience in customer experience, process improvement, or related leadership roles.
Proven track record in VoC program management and continuous improvement delivery.
Strong analytical skills with experience in data visualization and reporting tools.
Certification in Lean, Six Sigma, or similar preferred.
Excellent communication, facilitation, and stakeholder management skills.
Strategic Thinking & Planning
Leadership & Team Development
Cross‑Functional Collaboration
Analytical & Problem‑Solving Abilities
Adaptability & Innovation
Internal Application Policy Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.
Benefits to support you
Competitive pay and benefits with a large employer (over 1600 employees nationwide)
401(k), health insurance, and a competitive benefits package
Work in a supportive, collaborative environment committed to professional excellence
Help clients navigate meaningful financial decisions with confidence
Opportunities for training, development, and long‑term growth within the firm
Kestra Values Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values: Serve, Make it Happen, and One team.
Lead with purpose. Apply now and help shape the future of Kestra.
Disclosure
You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment.
It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.
#J-18808-Ljbffr
Encino Building #2, 5707 Southwest Parkway, Austin, Texas, United States of America
Job Description Posted Tuesday, February 24, 2026 at 7:00 AM
Kestra Financial is a wealth management platform dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor‑focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients.
Lead with Purpose. Partner with Impact.
We’re looking for a strategic, customer‑focused leader to take ownership of our Voice of Customer program and elevate our continuous improvement efforts. In this role, you’ll turn customer insights into clear, actionable strategies and guide cross‑functional teams to enhance the customer experience, strengthen operational performance, and drive meaningful business impact.
What You’ll Do
Voice of Customer Leadership
NIGO and Quality program management
Design, implement, and manage VoC programs, including surveys, feedback channels, and sentiment analysis.
Partner and educate cross‑departmentally to embed customer insights into decision‑making.
Develop and present regular VoC reports to senior leadership, highlighting trends, opportunities, and risks.
Lead process improvement initiatives using Lean, Six Sigma, or similar methodologies.
Identify operational inefficiencies and implement solutions that improve quality, reduce costs, and enhance customer satisfaction.
Foster a culture of innovation and problem‑solving across teams.
Stakeholder Engagement
SOP Lifecycle Management
Collaborate with cross‑functional leaders to align improvement projects with business goals.
Facilitate workshops, training, and change management activities to ensure adoption of new processes.
What You Bring
Bachelor’s degree in Business, Operations, or related field
7+ years of experience in customer experience, process improvement, or related leadership roles.
Proven track record in VoC program management and continuous improvement delivery.
Strong analytical skills with experience in data visualization and reporting tools.
Certification in Lean, Six Sigma, or similar preferred.
Excellent communication, facilitation, and stakeholder management skills.
Strategic Thinking & Planning
Leadership & Team Development
Cross‑Functional Collaboration
Analytical & Problem‑Solving Abilities
Adaptability & Innovation
Internal Application Policy Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.
Benefits to support you
Competitive pay and benefits with a large employer (over 1600 employees nationwide)
401(k), health insurance, and a competitive benefits package
Work in a supportive, collaborative environment committed to professional excellence
Help clients navigate meaningful financial decisions with confidence
Opportunities for training, development, and long‑term growth within the firm
Kestra Values Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values: Serve, Make it Happen, and One team.
Lead with purpose. Apply now and help shape the future of Kestra.
Disclosure
You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment.
It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.
#J-18808-Ljbffr