ACA Group

About the Company

ACA Group (“ACA”) is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower clients to reimagine GRC and launch, grow, and protect their business. Our innovative approach integrates advisory, managed services, distribution solutions, and analytics with our ComplianceAlpha® regulatory technology platform with the specialized expertise of former regulators and practitioners and a deep understanding of the global regulatory landscape.

For more information, please visit www.acaglobal.com

Listed Jobs

Company Name

ACA Group

Job Title

Director, Client Experience (MS)

Job Description

Job title: Director, Client Experience (MS) Role Summary: Lead and operate the Client Experience function for Managed Services’ most strategic clients, building a high‑performance CX team, ensuring seamless onboarding, sustained relationships, and consistent delivery quality across all service lines. Expectations: • Establish a structured CX team and operating model aligned to core service lines. • Deliver high‑quality, consistent client experience and act as first escalation point for complex issues. • Drive account growth by translating client feedback into actionable expansion opportunities. • Foster strong senior client relationships and maintain regular, transparent communication. Key Responsibilities: • Build and lead the CX team, defining roles, responsibilities, standards, and escalation procedures. • Oversee onboarding of strategic clients, ensuring alignment of expectations and delivery capabilities. • Serve as strategic partner to senior client stakeholders, aligning services with client priorities. • Identify service expansion opportunities; collaborate with Product, Commercial, and Delivery teams to develop and launch new offerings. • Bridge client and delivery teams, ensuring clear communication of client expectations and rapid resolution of delivery gaps. • Define and track CX metrics (satisfaction, retention, turnaround); analyze trends and implement improvement initiatives. • Ensure cross‑service line alignment and responsiveness to client needs. Required Skills: • Minimum 8 years in client experience, account management, or service delivery leadership. • Experience managing large, complex strategic accounts in a services environment. • Proven ability to build, scale, and lead client‑facing teams. • Strong stakeholder management – both external client and internal cross‑functional teams. • Ability to operate across multiple service lines or product areas. • Demonstrated skill in identifying and driving account growth opportunities. • Strong problem‑solving and capacity to navigate complex client situations. • Adaptability to fast‑paced, evolving environments. Required Education & Certifications: • Bachelor’s degree.

Portland, United states

On site

26-03-2026