Head of Advisor Experience, Highland Capital Brokerage

Relationship Management Opportunity in Financial Services

Head of Advisor Experience, Highland Capital Brokerage

Location(s): ALL Locations/ REMOTE

Role Type: Full time

Salary: $150,000 - $200,000 per year + Sales Incentive Compensation

Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education.

Our competitive compensation is just one component of Osaic's total compensation package. Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more. To view more details of what you can look forward to, visit our careers page:https://careers.osaic.com/Creative/Benefits.

Summary:

The Head of Advisor Experience is a strategic leadership role responsible for defining and executing the vision for advisor-facing and customer-facing digital capabilities.

This leader will drive innovation across digital channels, enhance the end-to-end advisor and customer experience, accelerate sales growth through improved advisor productivity and engagement. Reporting to the SVP of Operations, this role owns the digital strategy and roadmap, champions the voice of the advisor and customer, and leads adoption of emerging technologies to support a scalable, modern distribution model.

Education Requirements:

• Bachelor's Degree from accredited university required.
• MBA or advanced degree preferred

Responsibilities:

Digital Strategy, Sales Alignment & Experience

• Define and lead the enterprise digital experience strategy across advisor and customer touchpoints
• Own the advisor platform vision and roadmap, aligned to sales growth and distribution strategy
• Partner with Sales Leadership to drive advisor adoption, productivity, and revenue generation
• Continuously improve the end-to-end experience with a focus on ease, speed, and transparency
• Champion a customer-first and advisor-first mindset across all digital initiatives
• Establish feedback loops with the field to align platform capabilities with advisor needs

Innovation & Transformation

• Lead strategy, prioritization, and adoption of AI and automation across the business
• Identify opportunities to improve case management efficiency, service delivery, and advisor insights
• Partner with Data and Technology teams to embed intelligent workflows, predictive analytics, and automation
• Serve as a thought leader on emerging technologies within insurance distribution

Voice of Customer & Advisor

• Build and lead Voice of Customer (VOC) and/or Voice of Advisor (VOA) programs
• Translate feedback into prioritized roadmap enhancements
• Partner with Sales, Sales Support, and Operations to identify friction points across the lifecycle
• Leverage data and analytics to drive behavioral insights, adoption, and conversion improvements
• Ensure feedback is embedded into product development and experience design

Platform & Vendor Management

• Oversee relationships with digital platform and technology vendors
• Optimize the vendor ecosystem for scalability, performance, and cost efficiency
• Partner with Data and Technology on vendor selection, contracts, and performance

Cross-Functional Execution

• Partners across functionally to deliver digital initiatives
• Align digital priorities with Operations, Sales, and Sales Support in partnership with Data and IT
• Ensure integration between front-end advisor tools and back-end systems
• Lead cross-functional programs focused on process improvement and digital enablement

Operational Efficiency & Scalability

• Improve cycle times, case throughput, and advisor responsiveness through digital solutions
• Identify and eliminate workflow friction using technology and process redesign
• Support transition to a scalable brokerage model through modern digital capabilities

Basic Requirements:

• 12+ years in digital strategy, product, or technology leadership (financial services, insurance, or fintech preferred)
• Proven success leading enterprise digital transformation initiatives
• Experience with advisor platforms, CRM systems, or distribution technology
• Strong track record driving AI, automation, or advanced analytics initiatives
• Experience managing third-party vendors and strategic partnerships
• Ability to operate effectively in a cross-functional, matrixed environment
• Industry designations (FLMI, CLU, ChFC, or similar)

Preferred Requirements:

• Life & Health insurance license
• Experience with CRM implementations (Salesforce preferred) and workflow modernization
• Strong data analytics and reporting expertise
• Proven success improving advisor experience and scaling service models