Job Overview:The
Senior Consultant, Client Feedback plays a key role in delivering a high-quality client experience by supporting the day-to-day execution of the firm's closed-loop feedback process. This role is responsible for coordinating client feedback responses and serving as a primary point of connection between clients and internal subject matter experts (SMEs).
The Senior Consultant, Client Feedback focuses on operational consistency, responsiveness, and follow-through, ensuring feedback is acknowledged, routed, and tracked in a timely and professional manner. Working closely with program leadership, the role supports escalation management, adheres to established governance, and contributes to a positive, client-centric experience through disciplined execution.
Responsibilities:- Manage and triage incoming client feedback, ensuring timely acknowledgment, accurate routing, and closed-loop communication.
- Serve as a quality control checkpoint for consistent, professional client communications.
- Monitor timelines and service level expectations, flagging risks or delays and escalating issues as appropriate.
- Partner with feedback SMEs to support delivery of responses by tracking progress, sending reminders, and reinforcing expectations.
- Identify stale or aging feedback items and proactively re-engage stakeholders to move items forward.
- Participate in working sessions or support touchpoints with SMEs to address complex or sensitive feedback, escalating as needed.
- Maintain assigned SME coverage areas by supporting topic alignment and onboarding activities.
- Contribute to feedback reporting and governance activities by identifying issues, suggesting improvements, and following established workflows.
- Demonstrate and reinforce client-centric and hospitality-minded behaviors through daily actions and interactions.
What are we looking for?We're looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates
pursue greatness,
act with integrity, and are
driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we
win together and
create and share joy in our work.
Requirements:- 3-5 years' experience in client experience, feedback management, operations, or service quality roles.
- 1+ years' experience in the wealth management industry.
- Bachelor's degree in communications, business administration, social sciences or related field, or equivalent years' work experience.
Core Competencies:- Ownership & Reliability: Demonstrates strong accountability and follow-through, taking ownership of work and outcomes while maintaining accuracy, honoring commitments, and upholding quality and integrity.
- Client Focus & Execution: Delivers consistent, high-quality results by understanding and anticipating internal and external client needs, ensuring timely, accurate outcomes with strong attention to detail.
- Collaboration & Stakeholder Coordination: Works effectively across cross-functional teams, building positive relationships and coordinating efforts across multiple stakeholders to achieve shared goals.
- Communication Excellence: Communicates clearly and professionally in both written and verbal formats, adapting tone, clarity, and level of detail to suit the audience and context.
- Prioritization & Operational Discipline: Successfully manages multiple priorities in a fast-paced environment, meeting deadlines and SLAs while demonstrating sound judgment, proactive problem-solving, and appropriate escalation of issues.
Preferences:- Experience with feedback systems, CRM tools, case management platforms, or operational workflows is a plus.
- Experience with Medallia
- Exposure to Tableau
Pay Range: $75,396.00 - $125,660.00
Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play - such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!
