Director of Client Experience

SUMMARY The Director of Client Experience is responsible for leading and continuously enhancing the end-to-end client experience, serving as the primary connector between clients and internal teams throughout the engagement lifecycle. This role owns the design, execution, and improvement of the client journey from initial onboarding and readiness through operational execution, closeout, and ongoing relationship management. The Director of Client Experience acts as a senior client-facing leader, providing strategic guidance, executive presence, and operational expertise to ensure exceptional service delivery, consistent communication, and strong client partnerships. Working cross-functionally within USN and IGV shared services, this position ensures seamless coordination across all client touchpoints, proactively identifies and resolves service gaps, and champions a client-first culture throughout the organization. The Director also serves as a strategic resource for business development efforts, supporting presentations, RFPs, and client relationship growth while driving continuous improvement through client feedback, post-engagement reviews, and operational best practices. This role combines client relationship leadership, business development support, and strategic planning to strengthen client satisfaction, improve service outcomes, and support long-term organizational growth. RESPONSIBILITIES · Own and continuously improve the USN client journey across project launch, onb