Edward Jones
Director - Client Experience (CX) Journey Owner
Edward Jones, Saint Louis, Missouri, United States, 63146
Director - Client Experience (CX) Journey Owner
St Louis, MO • $168,500–$286,900 / year • Full‑time – Director level
Job Overview Lead and drive the strategy, planning, and execution of key client experience journeys across Edward Jones, ensuring alignment with the firm’s Experience‑First vision and measurable business outcomes.
What You’ll Do
Develop and implement complex strategies to improve client experience strategy, practices, measurements, and outcomes for critical experience journeys.
Clarify what it means to be Experience First by leading teams that build mindsets and toolsets applicable to various situations.
Collaborate with senior leaders, including Leadership Forums, to achieve experience‑based enterprise, functional, and segment objectives and align work and resources.
Champion responsibility‑based management to build high‑performing, diverse and inclusive teams, leading leader and associate development and career pathing.
Advise senior leaders on the client/branch voice and experience metrics, articulating outcomes to be achieved by investing in those areas.
Provide clarity and lead teams through ambiguity, establishing direction, processes, and tools to achieve outcomes.
Empower team members to resolve issues through accountability and investigate escalations of varying complexity and impact.
Offer thought leadership and strategic direction for divisional and firm‑level initiatives, building business cases to secure buy‑in and advocacy.
Assess capabilities and assemble optimal teams to achieve goals.
Apply deep business, experience, and strategy knowledge to deliver programs that support business initiatives and drive desired action.
What You’ll Need
15+ years of progressive leadership and strategic marketing or planning experience.
Bachelor’s degree (Master’s preferred).
7+ years of leadership experience in roles that impact customer experience.
Experience developing and directing others to deliver strategic experience outcomes in large, matrixed organizations.
Strong cross‑functional leadership and people‑management skills with an emphasis on leader behaviours and mindsets.
Ability to drive action and execution through transparent, cross‑functional leadership.
Outcome‑based accountability understanding and performance‑standard application.
Capability to make complex, non‑routine decisions independently within a high‑impact context.
Influential presence at senior levels, perceived as a thought leader.
Benefits Medical, prescription drug, dental, vision, voluntary benefits, short‑ and long‑term disability, basic life, and AD&D coverage (no cost to associates); 401(k) retirement plan with tax‑advantaged accounts; 10 paid holidays, 15 days vacation for new associates; sick time, personal days, and paid volunteerism day; bonus and profit‑sharing potential; Employee Assistance Program.
Equal Opportunity Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.
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Job Overview Lead and drive the strategy, planning, and execution of key client experience journeys across Edward Jones, ensuring alignment with the firm’s Experience‑First vision and measurable business outcomes.
What You’ll Do
Develop and implement complex strategies to improve client experience strategy, practices, measurements, and outcomes for critical experience journeys.
Clarify what it means to be Experience First by leading teams that build mindsets and toolsets applicable to various situations.
Collaborate with senior leaders, including Leadership Forums, to achieve experience‑based enterprise, functional, and segment objectives and align work and resources.
Champion responsibility‑based management to build high‑performing, diverse and inclusive teams, leading leader and associate development and career pathing.
Advise senior leaders on the client/branch voice and experience metrics, articulating outcomes to be achieved by investing in those areas.
Provide clarity and lead teams through ambiguity, establishing direction, processes, and tools to achieve outcomes.
Empower team members to resolve issues through accountability and investigate escalations of varying complexity and impact.
Offer thought leadership and strategic direction for divisional and firm‑level initiatives, building business cases to secure buy‑in and advocacy.
Assess capabilities and assemble optimal teams to achieve goals.
Apply deep business, experience, and strategy knowledge to deliver programs that support business initiatives and drive desired action.
What You’ll Need
15+ years of progressive leadership and strategic marketing or planning experience.
Bachelor’s degree (Master’s preferred).
7+ years of leadership experience in roles that impact customer experience.
Experience developing and directing others to deliver strategic experience outcomes in large, matrixed organizations.
Strong cross‑functional leadership and people‑management skills with an emphasis on leader behaviours and mindsets.
Ability to drive action and execution through transparent, cross‑functional leadership.
Outcome‑based accountability understanding and performance‑standard application.
Capability to make complex, non‑routine decisions independently within a high‑impact context.
Influential presence at senior levels, perceived as a thought leader.
Benefits Medical, prescription drug, dental, vision, voluntary benefits, short‑ and long‑term disability, basic life, and AD&D coverage (no cost to associates); 401(k) retirement plan with tax‑advantaged accounts; 10 paid holidays, 15 days vacation for new associates; sick time, personal days, and paid volunteerism day; bonus and profit‑sharing potential; Employee Assistance Program.
Equal Opportunity Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.
#J-18808-Ljbffr