Director, Client Experience (MS)

This role is responsible for building and leading the Client Experience function for Managed Services’ most strategic clients.  The Director, Client Experience, will stand up and lead a team of consultants aligned to core service lines, ensuring seamless onboarding, strong client relationships, and a consistent, high-quality experience across delivery.

This role sits at the intersection of client, delivery, and commercial teams. It requires both strategic relationship management and hands-on coordination to ensure services are delivered effectively and opportunities for growth are identified and realized.

What you’ll do:  

Build and Lead the Client Experience Function

• Stand up and lead a team of Client Experience consultants aligned to key service lines
• Define the role, responsibilities, and operating model for the CX team
• Establish standards for client engagement, communication, and escalation

Own Client Onboarding & Experience

• Oversee onboarding of strategic clients, ensuring alignment between client expectations and delivery capabilities
• Ensure a consistent, high-quality experience across all service lines
• Act as the first point of escalation for complex or high-impact client issues

Client Relationship Management

• Build and maintain strong relationships with senior client stakeholders
• Serve as a strategic partner to clients, understanding their priorities and aligning services accordingly
• Ensure regular, structured communication and transparency with clients

Drive Account Growth

• Identify opportunities to expand services within existing clients
• Partner with Product, Commercial, and Delivery teams to shape new offerings based on client needs
• Translate client feedback and gaps into actionable opportunities

Bridge Client and Delivery

• Work closely with analysts and delivery teams to ensure client expectations are understood and met
• Ensure alignment across service lines to deliver integrated solutions
• Address breakdowns in delivery that impact client experience

Measure and Improve Experience

• Define and track key client experience metrics (e.g., satisfaction, retention, turnaround times)
• Identify trends and drive improvements to enhance client outcome

     What Success Looks Like

• A structured Client Experience function is established and operating effectively
• Strategic clients experience consistent, high-quality service across service lines
• Client relationships are strong, with increased trust and engagement
• Onboarding is smooth and aligned with expectations
• Clear opportunities for expansion and new services are identified and executed
• Delivery teams are aligned and responsive to client needs
• Client satisfaction and retention improve

To Qualify for the role, you will have:  

• Bachelor’s degree
• Minimum of eight (8) years of experience in client experience, account management, or service delivery leadership
• Proven track record of managing large strategic accounts and leading high-performing teams

Skills and Attributes for Success:   

• Experience managing large, complex client relationships in a services environment
• Experience building or scaling client-facing teams
• Strong ability to operate across multiple service lines or product areas
• Proven ability to identify and drive account growth opportunities
• Strong stakeholder management skills, both client-facing and internal
• Ability to bridge commercial, delivery, and operational perspectives
• Strong problem-solving skills and ability to navigate complex client situations
• Experience working in fast-paced, evolving environment

What working at ACA offers: 

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.  

About ACA: 

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape. 

What we commit to: 

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. 

The cash compensation range we have provided has been benchmarked against similar organizations of comparable size, sector, and age. Our offers of employment consider a variety of factors, including but not limited to, unique skill sets, specific expertise or certifications and business/organizational needs. It is not typical for us to hire talent at the top of the range for a role, in part because it’s so important to us to allow all ACA employees the opportunity to develop over time, and to feel rewarded for doing so. Our listed range is a reasonable estimate of the total yearly compensation.