Director of Client and Advisor Experience

Earned is a tax-smart financial services firm dedicated to serving doctors, their families, and their practices. Our goal is to be the only financial partner doctors need by seamlessly integrating personal and practice-based solutions to maximize their wealth potential and drive better financial outcomes.

What sets Earned apart is our strategic growth model. We have secured $200M to fuel an aggressive M&A strategy, acquiring and integrating best-in-class financial services firms to expand our capabilities and accelerate our vision. Backed by leading investors—including Summit Partners, Silversmith Capital, Juxtapose, Hudson Structured, and Breyer Capital—we are rapidly scaling to redefine financial services for medical professionals.

Our technology-driven approach, supported by fiduciary experts and modern tax-smart tools, ensures clients have a clear, real-time view of their financial trajectory through our iOS app and beyond.

Join us as we build the future of financial services for doctors—faster, smarter, and at scale.

We are hiring a Director of Client and Advisor Experience (CE/AE) who will play a central role in  defining and executing the way Earned’s advice and services unfold on behalf of clients. Over time, through this work, Earned will become the leading financial partner to doctors and practices across the country.  The scope of services spans the broad set that Earned offers today, including wealth, tax, payroll and other services, for individuals, practices and enterprises. In partnership with product, growth, and client service teams, the Director CE/AE ensures that the experience is coordinated, consistent, and delivered to a high standard that Earned becomes known for, across all channels including digital. This drives industry-leading organic growth and stickiness, in both client retention and multi-service line engagement. 

The Director of CE/AE reports to the Chief Strategy and Experience Officer, and collaborates closely across the organization including significant exposure to the CEO and Leadership Team. 

Key Responsibilities: 

• Map Earned’s current state omni-channel  service model across all service lines and for enterprises, practices and individuals across all touch points. 

• Translate our current state service experience to a target future state, underpinned by a wealth playbook that includes sequencing of key advisory activities, required deliverables/reporting, and client touchpoints, including frequency and modality. 

• Define roles across all advisors (wealth, retirement, tax, accounting, etc.) and the playbook elements that each are responsible for delivering. 

• Inform our approach with market analysis and consider enabling software solutions.

• Codify the playbook into business requirements to inform instrumentation within Salesforce, our client app/portal, and other key systems, including how data is structured and what is tracked where to ensure we can measure service consistency. 

• In close partnership with the product team, determine the interplay of systems necessary (back end and front end) to enable maximum coordination and cross-servicing across advisors on behalf of clients. 

• Oversee the process to architect a custom instance of Salesforce, including continuous improvements, to advance us toward our future state client and advisor experience - including the process to train teams and ensure universal adoption. 

• Define client and advisor experience metrics that best reflect the quality and consistency of the service our clients receive and their happiness.

• Review the Market for  advisor solutions from a build, buy partner perspective

Key Requirements: 

• 7+ years experience within a financial services institution in a product, experience, strategy, or business operations role, with some evidence of work within client or advisor experience.

• Strong evidence of impact in past roles - including improvement of key experience-related metrics for clients or advisors.

• Experience working with Omni Channel service  delivery

• Strong written and verbal communication skills and familiarity with process mapping and . 

• Experience working with and leveraging the SDLC and partnership with Product and development

• Proven track record of successful collaboration across teams and with Leadership.

• Willingness to travel up to once per month to meet face to face with client service and other teams.

Key Attributes: 

• Collaboration & Influence: Strong leadership and interpersonal skills, with the ability to build trust, align stakeholders, and drive change across diverse teams in a dynamic, entrepreneurial environment.

• Strategic Problem Solving: Strong analytical and critical thinking skills, with the ability to assess complex challenges, synthesize insights, and drive data-informed decisions in a fast-paced, high-growth environment.

• Technology & Data Fluency: Comfort leveraging technology, automation, operations and data insights to improve workflows, enhance service delivery, and create a frictionless experience for clients and advisors.

• Operational Excellence & Process Innovation: Proven track record of optimizing and transforming people- and technology-driven processes to enhance efficiency, scalability, and service quality, advancing Earned Wealth’s vision for a seamless client and advisor experience.

• Client & Advisor Advocacy: Deep commitment to delivering a best-in-class experience for doctors, practices, and advisors—understanding that our success as the leading financial partner for doctors hinges on attracting, supporting, and retaining top-tier advisors.

• Growth & Scalability Mindset: A proactive, solution-oriented approach, with the ability to anticipate future needs, iterate on processes, and build scalable systems that support rapid expansion.

• An attractive total compensation package

• Employer-sponsored health insurance (medical, dental, vision)

• 401k + 5% match