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Senior Vice President, Chief Experience Officer

Company: Cambridge Investment Research, Inc
Location: Fairfield
Posted on: November 19, 2022

Job Description:

Overview
Cambridge Investment Research Inc., one of the nation's top independent financial solutions firm, is actively looking for a person who has a passion for driving and designing excellent financial professional and associate experiences to join as a Senior Vice President, Chief Experience Officer (CXO). The CXO will focus on attraction, engagement, retention, and development of our financial professional and associate experiences. This person will work to invest in and improve associate engagement to enhance the level of service delivered to our financial professionals and their clients and be an active member of the firm's senior management team on strategic business planning, forecasting, and various organizational initiatives.
At Cambridge, our purpose is to make a difference in the lives of our financial professionals, their investing clients, and our associates. Our values of integrity, commitment, flexibility, and kindness continue to guide us in the decisions we make together every day. For over 40 years we've delivered innovative financial solutions while offering exciting career opportunities with ongoing professional development.
A national leader as a financial solutions firm, Cambridge's commitment to long-term professional development in a unique small-town community makes this a one-of-a-kind opportunity. Cambridge has been honored 11 times by our associates as a Top Workplace in Iowa1 and 13 times as Broker-dealer of the Year by our financial professionals through Investment Advisor magazine2. -We are recognized among the leading firms in the financial advice industry as we serve over 3,700 independent financial professionals and hundreds of thousands of their investing clients across the country.
Essential Duties
Leadership Council and Senior Leadership


  • Act as a member of Leadership Council to participate in developing the organization's purpose, values, propositions, and strategic planning as well as contribute to communicating the organization's strategic and tactical goals
  • Coordinate with peers to ensure their teams and processes deliver an excellent financial professional and associate satisfaction
  • Collaborate with Executive and Leadership Councils on change management and resources required to enhance financial professional and associate experience across the organization
  • Design and report on service experience success metrics on a quarterly basis
  • Build two-way feedback mechanisms to drive increased connections between leaders and associates, increasing leadership's understanding around associate experience and needs
  • Ensure core values are reflected in core teams and user design, building on a culture of excellence -

    Financial Professional and Associate Experience:

    • Provide inspiration and vision to the broader organization to achieve strategic goals and meet or exceed financial professional and associate expectations
    • Champion financial professional and associate perspectives in the strategic planning and decision-making process
    • Identify and design the ideal Cambridge customer and associate user experience through ongoing journey mapping, consumer and associate research, and other feedback methods
    • Develop journey maps from inception through retention based on each unique persona and business segmentation and align technology and process initiatives to increase engagement at each phase of the journey
    • Increase the understanding of financial professional experience among all associates through a variety of means, including frequent personal interactions, surveys, and data analytics
    • Increase the understanding and engagement of associates among all leaders
    • Design, oversee, and deliver positive experiences to financial professionals and associates by being customer-centric and empowering associates
    • Lead service experience and specialized support teams that deepen relationships between financial professionals and home office associates
    • Continuously improve processes and procedures ensuring ongoing training and education related to the financial professional and associate experiences
    • Drive, advocate and inspire change management across the organization
    • Collaborate with all cross-functional areas within the firm (e.g., marketing, human resources, project management, product management and technology teams) to design unique personas based on user experience
    • Measure and track the impact of initiatives against Key Performance Indicators (KPIs) across internal and external audiences

      General

      • Effectively plan for and establish sound financial and operational controls within the business units within direct areas of responsibility, prepare reasonable annual budgets for each unit under areas of responsibility, evaluate risk associated and status regularly
      • Conduct quality assurance tests within the business units under areas of responsibility and ensure that company service standards are regularly met or exceeded
      • Conduct in-depth analysis of departmental and organizational performance - consider present and planned capacity of the business units under areas of responsibility in financial terms, staffing and organization, and Rep/Advisor customer satisfaction while analyzing all procedures within the business to implement process improvements and create efficiency
      • Facilitate the identification, acquisition, and implementation of systems and software to provide critical financial and administrative information; and make suggestions for automating processes to increase work efficiency

        Education & Experience
        Ten or more years of related experience, education and/or training. -
        Certificates & Licenses
        Financial Industry Regulatory Authority (FINRA) Series 7 and Series 24 required.
        Compensation: $200,000 - $260,000. This range is a good faith estimate of the compensation to be offered for this position based on the ideal candidate's qualifications, the Company's operational needs, and other considerations permitted by law. The actual pay offered to a specific candidate may vary above or below the stated range.
        Benefits: Cambridge has competitive benefits and promotes a work/life balance to encourage individual success. -

        • Premium benefit package including medical, vision, dental, life and long-term disability insurance
        • Vacation/sick time
        • 401K retirement plan with company matching program
        • Profit Sharing Plan
        • Nine paid holidays

          You can find more details about our comprehensive benefits package -here. -
          1The Top Workplace in Iowa, 2020 - 2011, recognition is determined by associate feedback through an anonymous survey conducted by Energage, an independent research company.
          2Investment Advisor magazine, 2020, 2019, 2018, 2017, 2016, 2015, 2014, 2013, 2012, 2010, 2008, 2007, Division IV; 2003, Division III.

Keywords: Cambridge Investment Research, Inc, Fairfield , Senior Vice President, Chief Experience Officer, Executive , Fairfield, California

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