Director of Client Experience - Wealth Management

About Us: Washington Trust is the oldest community bank with a leading investment management firm dedicated to providing innovative financial solutions and exceptional client service to our clients. We are committed to fostering a collaborative and inclusive work environment where our employees have cultivated a truly unique culture. We seek to hire a Director of Client Experience to join our senior Wealth Management team.

Job Summary: The Director of Client Experience will provide strategic direction and counsel to the Client Service Teams, Fiduciary Services, Financial Planning and Sales areas of the Wealth Management division. Working closely with Senior Management, this position helps to set strategy for continuous improvement of client experience, to ensure an exceptional level of customer service, to monitor client and COI satisfaction, business development, and to enhance client onboarding and to coordinate the delivery of client services with other divisions of the Wealth Management business unit and the bank. This position collaborates with the managers overseeing the activities of the Business Development, Account Administration, Fiduciary Services, Financial Planning, Investment Management and Middle Office. This position is capable of providing input and direction on processes to elevate client and employee satisfaction.

This position is responsible for the elevation of client experience, and directs efforts to assess and improve the experience of clients, COIs and employees to support the division's growth by adding new clients, improving client retention, expanding the awareness and presence of Washington Trust Wealth Management within target markets, and increasing sales of products and services.

Location: This position is located in Providence or Westerly, and may be remote or hybrid within MA, RI and CT.

Key Responsibilities:

• Understanding client needs - Gain a deep understanding of client needs, preferences and pain points and communicates championing and advocating for client needs.
• Promote client-centric culture - Develop strategies to foster a client-centric culture.
• Improving client journey - Oversee onboarding, client support and client success; mapping out client journey, identifying bottlenecks, and implement strategies to make client journey enjoyable and seamless.
• Ensuring consistent brand experiences - In charge of confirming that the division brand experience and interaction with clients is cohesive across all touchpoints; establish and oversee standards for client assistance and response to client inquiries.
• Improve Client Retention - Help set strategies to reduce outflows to promote divisional growth.
• Gathering Client Feedback - Collect and analyze client feedback to monitor and ensure the highest levels of client satisfaction; conduct in-person client interviews; capture and maintain information on client data, demographics and service needs; communicate findings to management and service teams; and make recommendations to implement and track process changes to address findings.
• Develop and Monitor Key Metrics - Continually monitor and track client experience measures.
• Analyze and Develop Client Loyalty Programs - Design and implement client loyalty programs.
• Client Complaints and Crisis Management - Resolving client issues, managing client expectations and assuaging fears.
• Sales Support Development - Assist with the training, coaching and development of Business Development and PCG teams to enhance sales; strategically drive effective, integrated sales materials, presentations, and tools to support sales activity across Wealth Management markets; ensure presentations, requests for proposal, or other support are provided in accordance with Division's brand and marketing guidelines; identify new business opportunities and provide advice or consult with Business Development and PCG about sales initiatives, RFPs and pitches.
• Service Team Training and Development - Training service teams on best practices related to client service, client success and empathy, active listening and other hard and soft skills need for success at client experience.
• Collaboration with other teams - Collaborate with other teams within the Division and across the Bank to align strategies and ensure client experiences are cohesive.
• Keeping up with Industry Trends - Stay informed about the latest trends, forecasts and best practices to improve CX.
• Enhance Visibility of Division and Bank Position Within the Community - Maintain CIO relationships, networking and Board service.

Requirements:

• A deep understanding of the technical aspects of wealth management, investments, financial planning, trust & estate administration and fiduciary requirements is required.
• 10 years wealth management experience and should be capable of setting clear goals and creating a sense of mission.
• Excellent communication skills and ability to speak tactfully with and listen actively to internal and external clients.
• Strong financial skills are required to understand company goals and translate them into individual sales and profitability objectives.
• Extensive knowledge of wealth management services.
• Proficiency in the use of CRM and Microsoft Office software applications as well as standard investment, financial planning programs, and trust accounting systems.
• Bachelor's degree required and CFP designation preferred.

Our employees enjoy a comprehensive benefits package, which includes health and welfare benefits, paid time-off, work-life program, and a 401(k) plan. We believe employees who are valued, recognized, rewarded and empowered, will achieve personal and professional growth. Apply today and find out why we have been voted one of the Best Places to Work in Rhode Island since 2011!

The Washington Trust Company, and each of its subsidiaries and affiliates are committed to cultivating and promoting a diverse and inclusive workforce. We seek to provide an environment of equal employment opportunity and advancement to all employees and applicants. It is our policy to provide equal employment and advancement opportunities without regard to race, color, ethnicity, age, religion, gender, pregnancy/childbirth, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, or any other category protected by federal, state and/or local laws. Click Here to view the EEOC "Know Your Rights" notice and Click Here to view the "Pay Transparency Nondiscrimination Provision".

• Providence, RI, USA
• Westerly, RI, USA