EVP, Service Digital Enablement & Client Empowerment

At LPL Financial, our purpose is to support financial advisors whether they work as independent business owners, with an RIA firm, or in a financial institution so they may deliver great advice and run a thriving business.

We provide the investment solutions, technology platforms, resources, and services to enable all financial professionals to choose the business model that suits their needs and deliver an exceptional experience for their clients.

Background on the Opportunity

LPL’s Client Success organization is on a journey to transform our engagement model with our 23,000+ affiliated financial advisors and 2,000+ banks, credit unions, and product manufacturers who partner with us to support their wealth management businesses.

A key part of this journey is transforming our day-to-day service and support capabilities into an industry-defining offering that delights our clients.

Central to our strategy are ensuring our clients and their support staff are well positioned to utilize LPL’s platforms and tools to effectively service their clients and operate their practices, and that they have the choice of cutting-edge digital support options to operate their practices on their terms.

Finally, we are focused on making sure our frontline support staff in our Contact Center are armed with the best tools and capabilities to deliver a personalized, high-quality experience that leaves our clients feeling confident, cared for and protected.

Specifics on the Role

To lead these efforts, we are seeking an EVP, head of Service Digital Enablement and Client Empowerment. This leader will be accountable for transforming our offering across four key capability sets :

Client Service Empowerment : the products and services that position our clients and their staff members to use LPL’s tools to run their practices effectively from a client service / operations perspective from delivering orientation and training, to reporting, to consulting on optimizing administrative / operational routines.

Digital Service & Support Solutions : the solutions that provide our clients with always on, fast and easy access to digital pathways, content and other forms of support

Contact Center Tooling & Enablement : the tools that provide our frontline staff with the information and capabilities they need to provide fast, accurate and value optimized support spanning routing, desktop, chat, telephony, mobile, workforce management, quality management, and attendant features and controls

Advancing Artificial Intelligence Capabilities : As a key part of the approach to the above efforts, this leader is also responsible for the Client Success organization’s approach to harnessing and unleashing the power of artificial intelligence to accelerate and amplify our target outcomes.

The role will report to the head of Service and Supervision within LPL’s Client Success organization. The role will directly manage 4-6 direct reports and oversee a team of approximately 30 FTE, as well as have key influence and partnership with product management and other support teams.

Key peers within the Service & Supervision team include the head of the Contact Center, head of Service Operations, and the Service & Supervision Chief of Staff.

Key partners include the heads of LPL Operations, LPL Technology, Product Management for Service & Support, and head of LPL Business Services.

The role will be based in either Fort Mill, SC (Charlotte Metro area) or Tempe, AZ (Phoenix Metro area). Consideration will also be given to placement in our San Diego, CA office.

Relocation assistance is available. The role is a hybrid role with work to be performed in the office at least 4 days per week.

Deliverables & Outcomes

Developing and executing a strategy for broader client / staff empowerment including training, reporting, consulting, and community / peer connections to drive down office call rates, leverage chat, digital help, and other self-service tools.

Increasing our digital help channel mix and digital solutions effectiveness rate (i.e. call deflection rate), and increasing the usage of chat (live / human-assisted)

Developing and executing a strategy for leveraging artificial intelligence across the service ecosystem including the implementation of an agent assist capability, a virtual assistant capability, and other use-cases for improving overall service quality, productivity and efficiency

Contributing to the improvement in LPL’s overall Net Promoter Score (NPS), Service NPS score, and Service Quality Index (SQI) score.

Contributing to the improvement in Service’s cost-to-serve / efficiency metrics and employee engagement scores.

Qualifications we are seeking

The ideal candidate has 15+ years in financial services, with 10+ years as an executive in contact center operations, client experience or digital transformation, preferably within the wealth management industry.

Ability to provide vision, establish direction and build commitment around that direction across the organization

Strong strategy skills through exposure to business challenges, combined with a willingness to think boldly and challenge the status quo

Problem solving skills that enable efficient identification of issues; structuring and execution of analysis; development of actionable recommendations;

and implementation of those recommendations

Change leadership excellence and experience to include LEAN principles and experience in process re-engineering, new technology deployments, and digital transformation

Ability to leverage others expertise and experience in identifying, evaluating and evolving customer needs

Proven framework for the metrics, processes, talent and culture needed to delight customers at scale

Combination of strategic transformational leadership with the ability to execute and remain appropriately hands-on

Ability to ensure high standards of internal customer satisfaction; can establish and maintain credibility across all levels of the organization

Strong executive presence that leads to effective communication of the organization’s strategic roadmap and delivery of presentations at multiple levels - to employees, clients, peers, and the Board

Pay Range :

280,000-420,000 / yearActual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location.

Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more.

Your recruiter will be happy to discuss all that LPL has to offer!