Job Specifications
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 orientati
About the Company
ACA Group (“ACA”) is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower clients to reimagine GRC and launch, grow, and protect their business. Our innovative approach integrates advisory, managed services, distribution solutions, and analytics with our ComplianceAlpha® regulatory technology platform with the specialized expertise of former regulators and practitioners and a deep understanding of the global regulatory landscape.
For more information, please visit www.acaglobal.com
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