Head of Experience Strategy

Responsibilities

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)

Requirements

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.

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