Director, Client Experience

Job Description

Job Description

The Chief Client Experience Officer owns how clients and advisors experience Centura end to end: the platforms they touch, the workflows that support them, and the AI-driven tools — including Claude Teams — that make advisors faster and clients better served. This role sets the multi-year roadmap for client and advisor experience, leads build-versus-buy calls on the tools that support it, and drives business development readiness for ultra-high-net-worth relationships. The role is accountable for fostering the vendor relationship and MSPs supporting core infrastructure and cybersecurity programs and ensures security and uptime. It reports to the COO and sits on the executive committee with a mandate to drive client experience and growth.

Primary Responsibilities:

Client Experience & Advisor Efficiency

• Own the end-to-end experience advisors and clients have with Centura's systems, from onboarding through ongoing service.
• Set the multi-year roadmap for client-facing and advisor-facing technology, aligned to Centura's growth strategy.
• Lead the evaluation and build-out of AI-driven internal solutions, including tools and workflows built on Claude Teams, to improve advisor productivity and client responsiveness.
• Make build-versus-buy calls on new tools and platforms and bring recommendations to leadership with a clear business case.
• Set firm standards for responsible, secure use of AI tools across the firm.

Business Development & Growth

• Partner with advisors and leadership to build technology and experience capabilities that support ultra-high-net-worth business development.
• Identify where client experience gaps cost the firm growth and prioritize fixes accordingly.
• Partner with operations and custodial teams (e.g. Charles Schwab) to provide an industry leading experience when onboarding and transitioning newly acquired books of business to Centura’s systems.

Systems & Vendor Management

• Accountable for core business systems and their vendors: CRM, portfolio management platform, custodial integrations, and document management.
• Own the MSP relationship for infrastructure, security, and disaster recovery; hold vendors accountable for uptime and risk and escalate what the firm needs from them.
• Manage the technology budget and negotiate vendor contracts, including third-party risk review for vendors touching client data.

Governance & Reporting

• Set data governance standards and ensure client data is handled in line with regulatory requirements.
• Report on client/advisor experience metrics and strategic roadmap progress to the COO and executive committee; report technology risk and uptime in partnership with the MSP.
• Perform other duties as assigned, contributing to a collaborative, high-performing team environment.

Knowledge, Skills and Abilities:

• Track record building client-facing or advisor-facing experience programs at a custodian, RIA, or comparable wealth management firm.
• Hands-on experience evaluating or building AI-driven tools and workflows (e.g., Claude, ChatGPT Enterprise, or a comparable platform) in a regulated business.
• Experience with system integrations and APIs connecting CRM, portfolio management, and custodial platforms.
• Comfort building a business case for build-versus-buy decisions that leadership can act on.
• Budget ownership experience, including multi-year capital planning for technology and experience investments.
• Experience managing vendor and MSP relationships, including third-party risk assessment for vendors touching client data.
• Understanding of data privacy obligations relevant to a wealth management firm: Reg S-P, GLBA safeguards, state privacy laws, and breach notification requirements.
• Experience building and leading a team, including hiring and performance management as the function grows.

Minimum Qualifications:

• 8+ years in a leadership role combining client or advisor experience, technology strategy, and business development, ideally within financial services or an RIA.
• Background at a top custodian (Fidelity or Schwab preferred) or a large consolidator RIA is strongly preferred, given Centura's own growth and consolidation plans.
• Comfortable moving between two registers in the same week: supporting advisors and clients today while planning two to three years out.
• Working knowledge of wealth management systems such as Addepar, Salesforce, or a comparable portfolio and CRM stack.
• Hands-on experience building or overseeing AI-driven tools or workflows.
• A track record managing vendor relationships and regulatory data obligations; direct cybersecurity program ownership is not required.
• Strong communication skills across both advisor-facing and executive audiences.

Competencies:

• Accountability
• Teamwork
• Bold Leadership
• Forward Thinking
• Analytical Thinking
• Negotiation
• Project Management
• Resource Management
• Technology Skills
• Economic Awareness

Centura Investment Advisory, headquartered in San Diego with a national presence, is an SEC Registered Investment Advisory firm delivering innovative Investment and Wealth Management services to affluent families, business owners, and Corporate Executives. Our skilled professionals have been crafting sophisticated financial solutions as a team since 2005, yielding total Investment efficiency and purpose to those looking to liberate their wealth.

We achieve this by focusing on our clients' needs, upholding the highest ethical standards, fostering a tradition of quality, and investing in the individuals who, together, form our team. In doing so we cultivate a culture of excellence visible throughout all facets of the company, our practices, and most of all, the work we do for our clients.

At Centura Wealth Advisory, we are committed to creating a diverse and inclusive environment where all employees feel valued and respected. We are proud to be an Equal Opportunity Employer and we welcome applicants from all backgrounds. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.

The expected pay range for this position is $215,000 to $260,000.