About this Manager, Client Experience role at Aprio
Aprio is building a Client Experience (CX) capability from the ground up, and we're looking for a Manager, Client Experience to build it with us. You'll stand up the programs, operationalize CX scorecard, and the Voice of Client insight engine that shapes how our clients experience the firm — work tied directly to client retention and organic growth.
Aprio moves fast. We need someone dynamic and action-oriented who can take ambiguity and turn it into something organized: a clear goal, a defined output, and a path to get there. You'll think in systems, know when you have enough to move, and keep momentum without waiting for every bit of information.
Reporting to the Director of Client Experience, you'll help define the metrics and standards. You'll design and run our Voice of Client program, map and redesign the moments that matter most across the client journey, and translate insight into programs that Partners and clients feel every day. You'll work at the altitude of a strategy consultant — structuring ambiguous problems, building frameworks, and driving executive-level outcomes — with the hands-on ownership to see them delivered.
This is a high-impact individual contributor role today, with a clear path to build and lead a CX team as we grow. If you're energized by the craft of client experience and the challenge of building something new inside a dynamic professional-services firm, this role is for you.
Responsibilities:
Client Experience Strategy & Journey Design
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Own the design and continuous evolution of Aprio's client journey maps, grounded in real client insight and evolving service-delivery models.
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Identify the moments that matter and the friction points across the journey — with early focus on high-stakes journeys such as new-client onboarding and post-M&A/transition integration — and use experience-driver analysis to prioritize the highest-impact improvements and lead their delivery.
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Translate firm-wide CX strategy into actionable programs with measurable outcomes, managing initiatives from scoping through delivery.
Voice of Client (VoC)
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Design, run, and evolve the firm's VoC program end to end — surveys, listening sessions, and structured touchpoints — including closed-loop feedback.
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Analyze VoC data to surface trends, risks, and opportunities, and turn findings into clear recommendations for leadership and practice teams.
CX Measurement & Insight
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Stand up and own the CX scorecard and data foundations: define baselines, driver-based NPS/CSAT/CES, and retention indicators that quantify CX ROI.
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Tell stories with data that make insight accessible and drive decisions at the executive level.
Client Issue Management & Service Recovery
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Coordinate client escalations — triaging concerns, mobilizing the right resources, and owning empathetic, on-brand client communications during service recovery.
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Build and operationalize a firm-wide client issue management capability to identify patterns in recurring issues and lead process and workflow improvements, including automation, that reduce friction and resolution time.
Cross-Functional Collaboration & Enablement
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Partner with Go-to-Market and Growth/Marketing teams to align CX with business development, client communications, and brand.
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Serve as a day-to-day liaison to Partners, Industry Leaders, and Growth Leaders, embedding CX thinking across practice groups.
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Champion a client-first mindset through CX playbooks, toolkits, training, and communication frameworks used across the firm.
Qualifications:
The CX Discipline
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Deep grounding in client/customer experience as a discipline — VoC program design, journey mapping, experience-driver analysis, service/experience design, and CX measurement (NPS/CSAT/CES tied to drivers, not just tracked).
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Demonstrated ability to turn client insight into programs that moved a measurable outcome — retention, satisfaction, effort, or revenue.
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CX-specific certification such as CCXP (CXPA) preferred.
How You Work
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Dynamic and action-oriented — comfortable making decisions and moving forward with incomplete information and imperfect data, then iterating as you learn.
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Thrives in ambiguity: takes an unstructured problem and turns it into a clear goal, an organized plan, and a defined output.
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A systems thinker who sees how the pieces connect and where to intervene for the most leverage.
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Pragmatic about process — values structure and process discipline, but knows when “good enough to move” beats exhaustively documenting every current-state process and branch before acting.
Background & Approach
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5–7 years in customer/client experience, or in consulting, strategy, or professional services with a clear CX focus.
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Consulting, strategy, or professional-services background a strong plus — comfort building programs from ambiguity, structuring problems, and driving executive-level outcomes with minimal oversight.
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Experience in client success, account management, or onboarding is welcome as complementary background, but is not a substitute for CX discipline.
Skills & Competencies
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Strong analytical and data-storytelling skills; able to distill complex feedback into clear, actionable narratives.
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Excellent written and verbal communication, with the presence and credibility to influence senior Partners and client-facing professionals.
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Highly organized, with a track record of delivering on time and on scope across multiple simultaneous initiatives.
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Process-oriented; able to translate inefficiencies into scalable solutions, including automation and workflow improvements.
Tools & AI Fluency
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Demonstrated use of AI tools to accelerate real work — synthesizing feedback, drafting and refining communications, building frameworks, and speeding analysis. Familiarity with Microsoft Copilot or Claude a plus.
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Experience with a CRM (HubSpot, Salesforce, or similar).
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Familiarity with journey-mapping tools (e.g., TheyDo, Miro, Lucidchart) and survey/feedback platforms (e.g., Qualtrics, Medallia, or similar).
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Reporting/BI experience (e.g., Power BI) a strong plus.
Education
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Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent experience.
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Master's degree or CX certification (e.g., CCXP) a plus.
