Job Description
Work with a Top 20 CPA and advisory firm that Accounts for Anything.
Key Responsibilities
- Own the design and continuous evolution of Aprio's client journey maps, grounded in real client insight and evolving service-delivery models.
- Identify the moments that matter and the friction points across the journey — with early focus on high-stakes journeys such as new-client onboarding and post-M&A/transition integration — and use experience-driver analysis to prioritize the highest-impact improvements and lead their delivery.
- Translate firm-wide CX strategy into actionable programs with measurable outcomes, managing initiatives from scoping through delivery.
- Design, run, and evolve the firm's VoC program end to end — surveys, listening sessions, and structured touchpoints — including closed-loop feedback.
- Analyze VoC data to surface trends, risks, and opportunities, and turn findings into clear recommendations for leadership and practice teams.
- Stand up and own the CX scorecard and data foundations: define baselines, driver-based NPS/CSAT/CES, and retention indicators that quantify CX ROI.
- Tell stories with data that make insight accessible and drive decisions at the executive level.
- Coordinate client escalations — triaging concerns, mobilizing the right resources, and owning empathetic, on-brand client communications during service recovery.
- Build and operationalize a firm-wide client issue management capability to identify patterns in recurring issues and lead process and workflow improvements, including automation, that reduce friction and resolution time.
- Partner with Go-to-Market and Growth/Marketing teams to align CX with business development, client communications, and brand.
- Serve as a day-to-day liaison to Partners, Industry Leaders, and Growth Leaders, embedding CX thinking across practice groups.
- Champion a client-first mindset through CX playbooks, toolkits, training, and communication frameworks used across the firm.
Requirements
- Deep grounding in client/customer experience as a discipline — VoC program design, journey mapping, experience-driver analysis, service/experience design, and CX measurement (NPS/CSAT/CES tied to drivers, not just tracked).
- Demonstrated ability to turn client insight into programs that moved a measurable outcome — retention, satisfaction, effort, or revenue.
- CX-specific certification such as CCXP (CXPA) preferred.
- Dynamic and action-oriented — comfortable making decisions and moving forward with incomplete information and imperfect data, then iterating as you learn.
- Thrives in ambiguity: takes an unstructured problem and turns it into a clear goal, an organized plan, and a defined output.
- A systems thinker who sees how the pieces connect and where to intervene for the most leverage.
- Pragmatic about process — values structure and process discipline, but knows when “good enough to move” beats exhaustively documenting every current-state process and branch before acting.
- 5–7 years in customer/client experience, or in consulting, strategy, or professional services with a clear CX focus.
- Consulting, strategy, or professional-services background a strong plus — comfort building programs from ambiguity, structuring problems, and driving executive-level outcomes with minimal oversight.
- Experience in client success, account management, or onboarding is welcome as complementary background, but is not a substitute for CX discipline.
- Strong analytical and data-storytelling skills; able to distill complex feedback into clear, actionable narratives.
- Excellent written and verbal communication, with the presence and credibility to influence senior Partners and client-facing professionals.
- Highly organized, with a track record of delivering on time and on scope across multiple simultaneous initiatives.
- Process-oriented; able to translate inefficiencies into scalable solutions, including automation and workflow improvements.
- Demonstrated use of AI tools to accelerate real work — synthesizing feedback, drafting and refining communications, building frameworks, and speeding analysis. Familiarity with Microsoft Copilot or Claude a plus.
- Experience with a CRM (HubSpot, Salesforce, or similar).
- Familiarity with journey-mapping tools (e.g., TheyDo, Miro, Lucidchart) and survey/feedback platforms (e.g., Qualtrics, Medallia, or similar).
- Reporting/BI experience (e.g., Power BI) a strong plus.
- Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent experience.
- Master's degree or CX certification (e.g., CCXP) a plus.
Ready to Apply?
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