Responsibilities

• Strategic Leadership
• Lead the development and execution of the firm's advisor practice experience strategy, aligned to business objectives and long-term growth.
• Define the enterprise vision and experience principles for advisor practices, ensuring consistency across business priorities, client needs, and practice team expectations.
• Translate unmet needs and emerging expectations into differentiated experience strategies, scalable enterprise capabilities, and multiyear roadmaps.
• Shape the portfolio of enterprise initiatives affecting critical experiences, aligning priorities, investments, and sequencing to the opportunities that create the greatest human and business value.
• Define the operating model, governance, and enterprise capabilities required to activate the experience strategy consistently across business, product, technology, operations, marketing, and field leadership.
• Champion an experience-led approach to enterprise strategy and transformation, ensuring human needs inform decisions while balancing growth, scalability, risk, operational performance, and commercial value.
• Serve as a trusted advisor to senior leaders, bringing a perspective on experience, technology, and market trends and translating those insights into strategic choices, business implications, and investment recommendations.
• Experience Design & Innovation
• Apply research, design thinking, journey mapping, and test-and-learn methods to identify moments that matter, resolve friction points, and drive innovation and continuous improvement.

Requirements

• Bachelor's degree in Business, Marketing, Design, Customer Experience, or a related field.
• 15+ years of progressive leadership in customer experience, experience strategy, service design, product development, or business transformation.
• 5+ years leading leaders and building high-performing teams.
• A track record of leading large-scale, cross-functional initiatives inside complex, matrixed organizations.
• Fluency in translating business strategy into experience-driven outcomes.
• Executive presence, with the ability to influence and communicate at every level of an organization.
• Experience building strategic roadmaps, business cases, and change initiatives that stick.

Preferred

• MBA or Master's degree in Business, Marketing, or Design.
• Financial services experience.
• Deep expertise in CX, service design, human-centered design, journey management, or experience transformation.
• Experience building and scaling enterprise experience management capabilities, including governance, measurement, and design standards.
• Familiarity with journey orchestration, and modern experience management platforms.

Benefits

• Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.