Head of Client Experience

About the Opportunity

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An established and growing independent insurance brokerage is seeking a Head of Client Experience to lead and enhance the client experience strategy across the organization.

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This is a unique leadership opportunity for an individual who thrives at the intersection of client service, operational excellence, people leadership, and continuous improvement. The successful candidate will work closely with executive leadership to elevate service delivery, optimize operational processes, and support the continued growth of the organization while preserving its client-focused culture.

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This role is ideal for someone who enjoys influencing culture, developing high-performing teams, driving operational efficiencies, and creating exceptional client experiences.

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Key Responsibilities

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Client Experience & Strategic Leadership

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• Lead the development and execution of the organization’s client experience strategy.
• Identify opportunities to improve client retention, satisfaction, communication, and service consistency.
• Partner with service teams and business leaders to ensure a seamless and high-quality client journey.
• Evaluate existing service delivery models and recommend enhancements that support growth and scalability.
• Establish, monitor, and refine service standards, performance metrics, and client feedback processes.
• Champion a client-centric culture across the organization.

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Leadership & Team Development

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• Support managers and team leaders in fostering a high-performing, accountable, and collaborative work environment.
• Promote employee engagement, professional development, and leadership growth initiatives.
• Act as a trusted advisor and resource to teams across the organization.
• Support change management initiatives and organizational transformation efforts.
• Encourage collaboration, communication, and knowledge sharing across departments.

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Operations & Continuous Improvement

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• Review workflows, procedures, and service models to identify opportunities for operational improvement.
• Lead process optimization initiatives that enhance client outcomes and employee effectiveness.
• Partner with leadership on strategic planning, resource allocation, reporting, and growth initiatives.
• Utilize data, reporting, and operational insights to support decision-making and service enhancements.
• Support the adoption of new technologies, systems, and best practices across the organization.
• Drive continuous improvement initiatives focused on efficiency, scalability, and service excellence.

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Industry & Relationship Management

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• Build and maintain strong relationships with insurer partners, vendors, and industry stakeholders.
• Represent the organization at industry events, networking opportunities, and professional forums.
• Support business development and growth initiatives where appropriate.
• Contribute to long-term organizational planning and market positioning efforts.

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Qualifications

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• 7+ years of insurance industry experience with exposure to client service, operations, leadership, business development, or related functions.
• Strong understanding of insurance brokerage operations and service delivery models.
• Proven experience leading teams and driving operational excellence.
• Demonstrated success mentoring, coaching, and influencing teams through change.
• Experience implementing process improvements, workflow optimization, or service transformation initiatives is considered a strong asset.
• Excellent communication, leadership, and relationship-building skills.
• Strong analytical and problem-solving capabilities.
• Ability to balance strategic thinking with hands-on execution.
• Entrepreneurial mindset with a focus on growth, innovation, and continuous improvement.

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What This Opportunity Offers

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• Competitive compensation package.
• Comprehensive benefits program.
• Opportunity to influence organizational strategy and client experience.
• Collaborative and supportive leadership team.
• Exposure to complex commercial insurance operations and client environments.
• Ongoing professional development and leadership growth opportunities.
• Ability to make a meaningful impact on culture, operations, and client outcomes.
• Long-term career growth within a respected and growing organization.

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Why Consider This Opportunity?

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This is an exceptional opportunity for an insurance leader who is passionate about client experience, operational excellence, and team development. The successful candidate will play a key role in shaping the future of a respected brokerage while working alongside experienced professionals in a collaborative and growth-oriented environment.

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If you enjoy building strong teams, improving processes, and creating exceptional experiences for clients and employees alike, this role offers a unique platform for long-term success and meaningful impact.

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Salary Information

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Compensation for the successful candidate will be determined by our client and may vary based on several factors, including local market conditions, geographic location, and job-related qualifications such as knowledge, skills, experience, education, and credentials.

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Expected salary range: $90,000.00 – $110,000.00 annually + commission.

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