Responsibilities

• 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.
• 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.
• Own Voice of Advisor and Voice of Client programs, including feedback, interviews, and insight synthesis, translating what you hear into prioritized action.
• Define and evaluate new experience concepts, capabilities, operating models, and frameworks, translating the branch and advisor experience into measurable components that can be monitored, improved, and scaled enterprise-wide.

Requirements

• Bachelors 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 Masters 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 compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firms Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page.