Executive Director, Client Experience Strategy
Employer not yet confirmed · New York, New York, United States
Our High Net Worth clients expect more than service — they expect a seamless, elevated experience at every touchpoint. Join us to shape the strategy, partnerships, and capabilities that bring that vision to life across Card, Concierge, and Travel.
Job Summary
As an Executive Director, Client Experience Strategy in our High Net Worth Card and Concierge team, you will define how we serve our most valued clients — from phone and digital servicing to exclusive dining, travel, and lifestyle experiences. You'll build and manage premium partner relationships, shape the fulfillment model that powers concierge offerings at scale, and ensure every interaction reflects a differentiated, best-in-class standard. Working closely with banking and wealth partners, you'll connect strategy to execution and bring the client's voice into every decision. This is an opportunity to shape a client experience strategy that directly influences how we grow and deepen relationships with our highest-value clients.
Job responsibilities:
- Define and drive a differentiated High Net Worth servicing strategy and roadmap, including servicing ethos, agent entitlements, policies, and capabilities across phone and digital journeys for Card, Fraud & Disputes, and Concierge/Travel servicing
- Build connectivity between servicing strategy and relevant banking and wealth partners to ensure a seamless client experience
- Create and evolve the fulfillment, sourcing, and support model across key Concierge verticals, including dining, events, entertainment, travel, and lifestyle services, deliverable at scale across Card portfolios
- Lead dining and concierge partner strategy, including sourcing, selection, negotiation, and ongoing management of restaurant, hospitality, entertainment, and lifestyle partners
- Establish a best-in-class dining ecosystem by identifying emerging trends, curating premium partner relationships, and developing reservation and access strategies
- Equip concierge teams to deliver differentiated and consistent client outcomes
- Partner across the High Net Worth team and banking and wealth partners on portfolio growth and deepening strategies to enable sales, product distribution, and client engagement
- Develop a client listening framework and feedback mechanisms in partnership with operations, wealth, and travel partners to analyze experience drivers and iterate strategy
- Serve as a client advocate and thought leader for the High Net Worth segment, influencing cross-functional teams on client needs across strategies and touchpoints, including communications and events
- Communicate the strategic vision, growth roadmap, and performance results to stakeholders and senior leadership in executive forums
Required qualifications, capabilities, and skills:
- 10+ years of experience in product strategy, consulting, or client operations, with a focus on High Net Worth and/or concierge-driven offerings
- Strong understanding of the High Net Worth client profile, client journeys, and P&L dynamics to inform servicing and enablement strategies
- Strategic thinker with a passion for creativity and innovation, balanced with attention to detail and execution
- Proven leadership and influencing skills, with the ability to collaborate across a highly matrixed environment with internal and external stakeholders
- Demonstrated ability to build strong teams and attract top talent
- Proactive and results-driven, with the ability to prioritize and manage multiple complex initiatives simultaneously
- Excellent written and verbal communication skills, with experience synthesizing information into executive-level deliverables