Head of Client Experience & Advisor Education

ABOUT US:

Come join the dynamic team at Kestra Financial! Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.

Summary

This role leads a team with a clear purpose to create exceptional client experiences, driving learning outcomes, and minimizing service disruptions. We seek a leader who builds trust, drives loyalty, and strengthens the firm’s reputation. It blends the discipline of service operations, the impact of training and knowledge management, and the vigilance of operational risk management into one seamless approach. By partnering closely with internal teams, listening to clients, and studying the data, this leader uncovers the real drivers behind client challenges and turns them into opportunities for improvement. Every solution is designed not just to fix a problem, but to prevent it from happening again; leaving clients more confident, employees more capable, and the firm stronger than before.

What You’ll Do

Client Experience Strategy & Leadership

• Lead client experience initiatives across multiple teams to ensure consistent, high-quality support for financial professionals and their staff.
• Partner with stakeholders to align service enhancements with broader business objectives and operational priorities.
• Identify friction points and opportunities across the client journey; implement scalable improvements based on data, client feedback, and root cause analysis.
• Use service metrics and insights to anticipate needs and proactively design solutions that improve satisfaction and deepen client relationships.
• Oversee service quality programs, including QA evaluation processes, voice of client insights, and call driver analytics.
  
  

Operational Risk Management

• Establish and lead an impartial operational risk management function to serve as the escalation point for all operational events across Client Operations.
• Coordinate cross-functional response teams to assess the current state, determine business impact, drive resolution, and craft internal and external communications as appropriate.
• Partner with responsible teams post-resolution to ensure processes, procedures, and controls are updated to prevent recurrence.
• Maintain a centralized log of operational events, collect and analyze trend data, and provide regular reporting to executive leadership.
• Identify systemic risks or recurring issues, recommending strategic solutions to reduce operational exposure and improve client experience.
  
  

Learning & Development (Internal)

• Design and manage onboarding and continuing education programs for the Client Service organization.
• Establish and oversee structured training cadences and curriculum to support role clarity, performance goals, and career development.
• Assist with the continuing development of all functional group’s SOPs and best practices, ensuring consistency and accessibility via a centralized knowledge system.
  
  

Advisor & Staff Education (External)

• Build and evolve curriculum frameworks tailored to the varying needs of financial professionals and their staff based on firm size, system usage, and business maturity.
• Deliver scalable learning solutions through a blend of self-guided content, live training, and in-person events.
• Oversee and ensure successful execution of flagship learning events designed to onboard, deepen adoption, or elevate advisor business practices.
• Own Staff Track at the firm’s annual conference (Ascend), including session curation, speaker coordination, and experience design. Ensure session content is strategically aligned with the goal of positioning Staff Track as the premier learning event, incorporating participant feedback and evolving business priorities.
  
  

Knowledge & Content Strategy

• Act as an internal tech writer and editor, translating complex operational and platform processes into digestible articles, videos, and guides.
• Curate, maintain, and evolve a digital knowledge base, anticipating user needs and streamlining self-service adoption.
• Leverage analytics and user feedback to continuously optimize content relevance and clarity.
  
  

What You Bring

• Proven leadership in client service, learning and development, knowledge management, or related functions within a regulated industry.
• Strong understanding of quality assurance, operational risk management, and root cause analysis, with the ability to translate findings into process improvements.
• Experience partnering with internal teams to identify shared goals, solve challenges, and deliver measurable improvements to client experience.
• Skilled in designing and delivering role-based training for both internal teams and external financial professionals using in-person, virtual, and on-demand methods.
• Ability to turn complex operational or technical topics into clear, accessible content for diverse audiences.
• Strong project management skills with the ability to manage multiple programs, events, and initiatives concurrently.
• Data-driven decision-making, using service metrics, training outcomes, and operational event trends to identify risks, anticipate needs, and develop proactive solutions.
• High emotional intelligence, effective communication, and the ability to influence at all levels of the organization.
• Demonstrated ability to work directly with clients to understand challenges and co-create solutions that strengthen relationships and enhance the client journey.
  
  

Education And/Or Experience

• Experience working with financial professionals or within wealth management or regulated industry is a plus
• At least 7 years of professional experience, with progressive responsibilities in at least two of the following areas:
• Client service or client experience within a highly regulated industry (e.g., financial services, healthcare)
• Corporate training, learning & development, or instructional design
• Knowledge management or content strategy
• Project or program management
  

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Series 7 license preferred
  
  

INTERNAL APPLICANT 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:

Full health, vision, dental. 401(k) plans along with a host of voluntary plans such as car insurance, legal services and more (applicable to full-time, permanent employees).

DISCLOSURE

By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements:

• 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.
  
  

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.