Acrisure · 15 hours ago
Head of Client Experience
1 Liberty Plaza - NEW YORK, NY
Full-time
Onsite
Director/Executive
$335K/yr - $453K/yr
10+ years expAcrisure is a global fintech leader that empowers businesses and individuals with innovative solutions. The Head of Client Experience is responsible for designing and improving the client experience across all stages, ensuring operational excellence and client satisfaction through the establishment of key metrics and feedback mechanisms.
Financial ServicesInsuranceInsurTech
Responsibilities
Define and govern the end-to-end client experience across all Retail Operations touchpoints, from onboarding through ongoing service and renewals
Design differentiated experience models by client segment, deliberately aligning digital-first, hybrid, or high-touch service to client value and complexity
Ensure experiences are intuitive, transparent, responsive, and easy to navigate—across both human and digital channels
Act as the enterprise owner of “what good looks like” for the Acrisure client experience
Stand up and own enterprise client experience metrics, including CSAT, NPS, customer effort, and key sentiment indicators
Build closed-loop feedback mechanisms that capture insights in real time and translate them into action
Partner with Operations and Leadership (including 3rd parties) to review performance, identify root causes, and drive targeted improvements
Embed client satisfaction and loyalty as core operational success measures
Partner with 3rd parties to design and standardize core servicing processes to ensure consistency, quality, and efficiency across agencies and channels and segments
Apply Lean and continuous improvement principles to reduce friction, handoffs, cycle times, and rework without sacrificing experience quality
In partnership with 3rd party, develop and maintain clear, scalable SOPs and service playbooks that support repeatable, high-quality execution
Ensure processes are built to scale, audit, and adapt as Acrisure continues to grow, including seams M&A integration
Partner closely with Digital, Technology, and Automation teams to embed workflow tools, self-service capabilities, and omnichannel experiences
Ensure technology enhances the human experience, particularly for higher-value and more complex client segments (Signature Clients)
Drive adoption of digital tools while preserving the trust and relationship-driven aspects of the Acrisure brand
Establish service-level standards, quality controls, and governance mechanisms to ensure consistent delivery across a distributed operating model across segments
Ensure processes are compliant, well-documented, and auditable, reducing operational and client risk
Serve as the steward of client experience standards across North America Retail
Qualification
Required
Strong track record of managing or redesigning end-to-end client journeys in complex product/service environments
Strong background in process design, service model standardization, and operational execution
Strong analytical skills — ability to use data and feedback to drive continuous improvement
Comfort operating at the intersection of experience design, operations, and technology
Ability to influence across functions and drive adoption in decentralized or federated environments
Excellent cross-functional collaboration and communication skills; ability to work across operations, digital/tech, compliance, and support teams
Extensive experience (10–15+ years) in client experience, customer operations, or process excellence within insurance, financial services, or fintech
5+ years expertise in process engineering, workflow optimization, documentation, and operational excellence
5+ years' experience owning CSAT/NPS programs and translating feedback into operational change
5+ years' experience with customer feedback mechanisms (CSAT/NPS), digital service platforms, and client-centric culture building
5+ years' experience embedding service standards, SOPs, quality controls, and process governance across distributed teams or agencies
Client-First Operator: Always views processes and operations through the lens of how clients experience them
Process Evangelist: Disciplined about simplicity, clarity, consistency, and repeatability across all workflows
Data-Driven Improver: Uses insights, feedback, and metrics to drive tangible improvements
Cross-Functional Collaborator: Builds bridges across ops, tech, and support to ensure aligned execution
Quality & Risk Conscious: Maintains high standards, compliance, and governance in processes, especially relevant in regulated industries like insurance
Benefits
Comprehensive medical insurance
Dental insurance
Vision insurance
Life and disability insurance
Fertility benefits
Wellness resources
Paid sick time
Generous paid time off and holidays
Employee Assistance Program (EAP)
Complimentary Calm app subscription
Immediate vesting in a 401(k) plan
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
Commuter benefits
Employee discount programs
Paid maternity leave
Paid paternity leave (including for adoptive parents)
Legal plan options
Pet insurance coverage
Company
Acrisure
Acrisure offers financial services solutions for insurance, reinsurance, real estate, cyber services, and asset and wealth management.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$11.37BKey Investors
Bain Capital Special SituationsAbu Dhabi Investment AuthorityBDT & MSD Partners
2025-06-06Debt Financing· $550M
2025-05-20Private Equity· $2.1B
2024-06-05Debt Financing· $1.6B
Leadership Team
Greg Williams
Co-Founder, Chairman & CEO
Mark Wassersug
Chief Technology Officer
Recent News
Beinsure - Insurance, Reinsurance, InsurTech Insights
2026-01-14
2025-12-08
Company data provided by crunchbase