Director – Client Experience (CX) Journey Owner

Company: Edward Jones Investments
Location: Saint Louis
Posted on: January 7, 2026

Job Description:

Leads and drives strategy, planning, and execution for key, identified experience journeys that are critical to the success of Edward Jones firm ambition. Accountable for performance and success of key firm portfolio of client experiences. Provides strategic direction to full cross functional organization who play a key role in helping to develop the current and future-state client experience and enabling the firm to be Experience First. Directly leads, and/or provide consultation and/or oversight to division and firm projects, exercising strong critical thinking applying experience practices, driving decision making in the name of delivering the best experiences possible. Identifies vision for future state of key EJ experiences that will serve as competitive differentiation. Directly leads leaders and the teams responsible for establishing Experience practices and driving firm adoption of those practices. What You’ll Do • Develop and implement highly complex strategies and practices to improve client experience strategy, practices, measures and outcomes for critical experience journeys. • Provide clarity to the firm on what it means to be Experience First by leading the teams building the Experience First mindsets and toolsets that can be applied to a variety of situations. • Collaborate with and influence senior leaders at the highest level of the firm, including Leadership Forums, to achieve experienced based enterprise, functional and business segment objectives, align work and resources. • ‘Champion responsibility-based management to enable leaders to build high performing, diverse and inclusive teams. Lead leader and associate development and career pathing. • ‘Champion the voice of the client / branch team and experience measures to senior leaders articulating the outcomes to be achieved by investing in those areas. • Thrives in ambiguity, bringing clarity of direction, processes or tools to establish and achieve outcomes. • Empower team members to resolve issues through clarity on their accountability. Investigate and resolve escalations with varying and high degrees of complexity and impact • Provide thought leadership and strategic direction for divisional and firm level initiatives, to align with firm objectives and strategies, creating business cases to gain buy-in and advocacy for the experience. • Assessing the depth and breadth of capabilities available and bringing together the optimal set to achieve the goal. • Deep understanding of business strategy, experience strategy and knowledge/ability to deliver programs that support business initiatives and drive desired action. What You’ll Need • 15 years’ experience demonstrating increasing levels of responsibility, leadership and strategic marketing or planning • Bachelor’s degree (Masters preferred) • Experience marketing expertise while demonstrating increasing levels of responsibility • 7 years of direct or indirect leadership experience in strategic roles that impact the customer experience. • Experience in developing and directing others to deliver strategic experience and business outcomes in large, complex, matrixed organizations. • Ability to lead and manage varying levels of cross functional leadership roles with varying level of responsibilities within division and firm. • Excellent people management skills with an emphasis on our leader behaviors and mindsets. • Ability to drive action and execution through engaging, transparent, cross functional leadership. • Understanding of outcome-based accountability and performance standards. • Ability to make multiple complex, non-routine decisions independently without benefit of established guidelines, procedures or policies that have far-reaching impact across the organization. • Ability to influence senior levels of the firm and be perceived as a thought leader

Keywords: Edward Jones Investments, St. Louis , Director – Client Experience (CX) Journey Owner, IT / Software / Systems , Saint Louis, Missouri