Head of Client Experience

Job Description

Job Summary

Acrisure is building a modern fintech operating model that blends trusted human advisors with AI-powered, digital-first capabilities. Central to this ambition is delivering a differentiated, consistent, and high-quality client experience—tailored by client segment and delivered with operational excellence at scale.

The Head of Client Experience is accountable for designing, governing, and continuously improving how clients experience Acrisure across the full lifecycle—from onboarding and servicing to renewals, billing, claims, and support. This role owns the client experience agenda end to end, including the establishment and management of CSAT, Net Promoter Score (NPS), and client feedback loops, and ensures that each client segment receives the right blend of technology-enabled efficiency and human-led expertise.

This is not a growth or sales role. It is a client-obsessed operating role focused on experience quality, consistency, and execution—ensuring that what we promise clients is what they experience, every time, across every channel.

Core Responsibilities

Client Experience Strategy & Journey Design

• Define and govern the end-to-end client experience across all Retail Operations touchpoints, from onboarding through ongoing service and renewals.

• Design differentiated experience models by client segment, deliberately aligning digital-first, hybrid, or high-touch service to client value and complexity.

• Ensure experiences are intuitive, transparent, responsive, and easy to navigate—across both human and digital channels.

• Act as the enterprise owner of “what good looks like” for the Acrisure client experience.

CSAT, NPS & Client Feedback Ownership

• Stand up and own enterprise client experience metrics, including CSAT, NPS, customer effort, and key sentiment indicators.

• Build closed-loop feedback mechanisms that capture insights in real time and translate them into action.

• Partner with Operations and Leadership (including 3rd parties) to review performance, identify root causes, and drive targeted improvements.

• Embed client satisfaction and loyalty as core operational success measures.

Process Excellence & Service Consistency

• Partner with 3rd parties to design and standardize core servicing processes to ensure consistency, quality, and efficiency across agencies and channels and segments.

• Apply Lean and continuous improvement principles to reduce friction, handoffs, cycle times, and rework without sacrificing experience quality.

• In partnership with 3rd party, develop and maintain clear, scalable SOPs and service playbooks that support repeatable, high-quality execution.

• Ensure processes are built to scale, audit, and adapt as Acrisure continues to grow, including seams M&A integration.

Digital and Human Experience Orchestration

• Partner closely with Digital, Technology, and Automation teams to embed workflow tools, self-service capabilities, and omnichannel experiences.

• Ensure technology enhances the human experience, particularly for higher-value and more complex client segments (Signature Clients).

• Drive adoption of digital tools while preserving the trust and relationship-driven aspects of the Acrisure brand.

Governance, Quality & Risk Management

• Establish service-level standards, quality controls, and governance mechanisms to ensure consistent delivery across a distributed operating model across segments.

• Ensure processes are compliant, well-documented, and auditable, reducing operational and client risk.

• Serve as the steward of client experience standards across North America Retail.

Required Qualifications

• Strong track record of managing or redesigning end-to-end client journeys in complex product/service environments.

• Strong background in process design, service model standardization, and operational execution

• Strong analytical skills — ability to use data and feedback to drive continuous improvement

• Comfort operating at the intersection of experience design, operations, and technology

• Ability to influence across functions and drive adoption in decentralized or federated environments

• Excellent cross-functional collaboration and communication skills; ability to work across operations, digital/tech, compliance, and support teams.

Required Experience

• Extensive experience (10–15+ years) in client experience, customer operations, or process excellence within insurance, financial services, or fintech.

• 5+ years expertise in process engineering, workflow optimization, documentation, and operational excellence.

• 5+ years’ experience owning CSAT/NPS programs and translating feedback into operational change

• 5+ years’ experience with customer feedback mechanisms (CSAT/NPS), digital service platforms, and client-centric culture building.

• 5+ years’ experience embedding service standards, SOPs, quality controls, and process governance across distributed teams or agencies.

Leadership Capabilities

• Client-First Operator: Always views processes and operations through the lens of how clients experience them.

• Process Evangelist: Disciplined about simplicity, clarity, consistency, and repeatability across all workflows.

• Data-Driven Improver: Uses insights, feedback, and metrics to drive tangible improvements.

• Cross-Functional Collaborator: Builds bridges across ops, tech, and support to ensure aligned execution.

• Quality & Risk Conscious: Maintains high standards, compliance, and governance in processes, especially relevant in regulated industries like insurance.

Pay Details:

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Why Join Us:

At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future.

Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.

Employee Benefits

We also offer our employees a comprehensive suite of benefits and perks, including:

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.

• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.

• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.

• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

• … and so much more!

This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.

Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting leaves@acrisure.com.

California Residents: Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy.

Recruitment Fraud: Please visit here to learn more about our Recruitment Fraud Notice.

Welcome, your new opportunity awaits you.