Client Experience Lead
MD Financial Management
Prior to the introduction of the Client Experience department, the company lacked several well designed and consistently executed client-facing processes and metrics. Some accomplishments include...
- The introduction of a new client onboard experience that reduced the client's time to open an account by over 30%, reduced the documentation error rate from 50% to less than 10%, and saved over 10 labor hours
- Designed a qualitative and quantitative research initiative to inform the design of a service offering for High Net-Worth clients. I interviewed 24 clients and identified over 40 underserved needs for which new solutions were introduced. The High Net-Worth service attracted 20-plus new clients in the first year
- The management of a cross-functional team tasked with developing and introducing a lead qualification process and technology. Using a newly developed dashboard, financial advisors were presented with qualified leads resulting in a 10% plus conversion improvement