Assistant Director, Client Experience Strategy

About the Job As Assistant Director, Client Experience Strategy, the team collaborates with partners to shape client strategies that drive broader business impact, including articulating experience outcomes and identifying performance gaps. You will assess end-to-end client experience performance and conduct market, competitive, and consumer research to generate actionable insights and decision-ready recommendations for strategic prioritization. The role partners with business leaders, Enterprise Insights, Design, and execution teams to make strategic recommendations. You will sit at the intersection of client insights, strategy, experience research, and business planning & operations to bring our differentiated client experiences to life.
We are looking for dedicated and driven strategists who have significant experience crafting enterprise-level strategies, synthesizing diverse insight sources into actionable recommendations, and crafting executive presentations. The ideal candidate has a proven ability to manage ambiguity with limited direction in a fast-paced environment and partner with senior leaders in a matrixed organization. Bonus if they have experience in financial services, experience strategy, or human-centered design.
What You'll Do:

• Analyze client experience performance, identifying gaps/opportunities across E2E experience, within Journeys, and within Journey episodes for strategic prioritization

• Collaborate to shape and define client strategies to support broader business outcomes including but not limited to: experience outcome articulation, performance gaps, client segment focus and opportunities, etc.

• Conduct research and analyze data on market, competitors, and consumer trends to inform actionable insights, strategic hypotheses, and decision-ready recommendations

• Establish robust experience monitoring and measurement in partnership with Domains (business and execution partners); launch customer listening posts to track performance

• Use structured problem-solving to develop and drive recommendations; default to solving problems with a business-led approach and using data insights to formulate hypothesis statements

• Lead and/or partner experience research and concept tests (story boards, vignettes, Figmas) with partners, using human-centered design methodologies to improve client or advisor outcomes

• Partner with cross-functional teams to translate strategy into execution, including establishing shared outcomes & OKRs and supporting prioritization discussions

• Conduct strategic planning across large portfolios of work; conduct portfolio analysis and prioritization to advise experience priorities and OKRs

• Prepare and deliver executive updates (incl. c-suite and Board materials), articulating insights and synthesizing complex ideas into crisp concepts and action plans

• Leverage expert management and organization to independently lead distinct bodies of work and/or projects, including anticipating business needs beyond immediate next steps and connecting the strategy to execution

What You'll Bring to the Role:

• 6-8 years of progressive work experience, including:

• 3+ years strategy experience

• Prior experience in management consulting, corporate strategy, or similar roles

• Bonus: 1+ years in experience strategy, service design/innovation, or journey management

• Bachelor's degree or higher

• Ability and willingness to self-manage workstreams, drive outcomes with limited direction, and work in a fast-paced environment with tight timelines

• Demonstrate a proactive mindset and willingness to learn and adapt in ambiguity

• Exceptional verbal, written and presentation skills; strong PowerPoint skills and proficiency in executive storytelling required

• Experience defining multidisciplinary strategies that apply structured problem solving and frameworks to drive business outcomes

• Demonstrated success conducting primary and secondary research and synthesizing insights to inform strategic decisions

• Ability to effectively lead, partner with, and optimally influence senior executives and other partners at all levels across a matrixed organization

• Bonus:

• Deep knowledge of advisor-led business models

• Experience in financial services

• Familiarity with human-centered design methodologies

#LI-Hybrid
Compensation Range:
Pay Range - Start:
$118,960.00
Pay Range - End:
$178,440.00
Geographic Specific Pay Structure:
Structure 110:
$130,880.00 USD - $196,320.00 USD
Structure 115:
$136,800.00 USD - $205,200.00 USD
We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.
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Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.
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We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups