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Senior Director, Client Experience Delivery & Adoption

Northwestern Mutual | Milwaukee, WI

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Posted Date 5/16/2025
Description

Summary

As a part of Northwestern Mutual’s Strategy function, the Client Experience team brings our enterprise and client experience strategy to life for our clients. This team drives and advocates for the client experience across our various platforms and serves as a key point of contact across our strategy, business and field representative teams.


The Sr. Director of Client Experience is a pivotal role in defining and driving client experience objectives and key results across various platforms. The role requires strong collaboration with cross-functional partners to ensure seamless execution of strategies that enhance client engagement and experience.


Primary Duties & Responsibilities:

Product / Strategy Initiatives

  • Consultation: Provide consultation for Client Experience prioritization and feature development processes, including PI planning, sprint reviews, and feature syncs. Serve as client experience advocate in strategy development sessions

  • Presentation Development: Assist in development of executive and senior leadership presentations on outcomes and key decisions

  • Research Support: Support financial presentative research efforts.

Financial Representative (Field) Alignment and Collaboration:

  • Primary Liaison: Serve as the main point of contact for field association board members and committee chairs.

  • Field Priority Reporting: Report progress on field priorities to associations

  • Host Field Committee Meetings: Facilitate meetings for Planning Experience related sub-committee.

  • Feedback Management: Address escalations from top advisors

Adoption & Change Management

  • Experience in developing and overseeing adoption strategies across various platforms.

  • Readiness & Change Management: Ensure readiness and manage change related to releases, pilots, and sunsets.

  • Cross-Functional Alignment: Maintain alignment with partners across the organization.

Outcome Effectiveness Reporting

  • Define Usage & Adoption Targets: Establish clear targets across platforms

  • Metric Monitoring Effectiveness: Continuously review and analyze OKRs and KPIs for ongoing strategy effectiveness.

  • Steering Committees and Monthly Business Reviews: Drive discussions on usage and adoption-related OKRs, data insights, field sentiment, and experience proficiency efforts.


Qualifications

  • Bachelor's Degree: Required in a relevant field such as business, finance, or related areas.

  • Experience in Strategic Planning: Proven experience in defining and driving strategic objectives and key results.

  • Change Management Expertise: Extensive experience in managing adoption and change strategies for large-scale initiatives.

  • Cross-functional Collaboration: Ability to work collaboratively with various departments to drive strategic alignment.

  • Analytical Skills: Proficient in analyzing data to inform strategy and identify opportunities.

  • Product Development Insight: Experience in consulting on product prioritization and feature development processes.

  • Communication Skills: Excellent interpersonal and presentation skills to engage with stakeholders at all levels.


This role is integral to achieving our client experience vision by aligning strategic objectives, fostering field collaboration, and ensuring successful adoption of initiatives. If you are passionate about driving client-focused strategies and have a track record in strategic planning and execution, we encourage you to apply.


#LI-Hybrid

Compensation Range:

Pay Range - Start:

$123,480.00

Pay Range - End:

$229,320.00

Geographic Specific Pay Structure:

220 - Structure 110: 135,800.00 USD - 252,200.00 USD

220 - Structure 115: 142,030.00 USD - 263,770.00 USD

We believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you’re living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!

Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

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