VP Knowledge Management and Content Strategy

Are you passionate about knowledge management and leading a team of digital help content creators? What if you could transform client experiences by providing advisors and their staff with access to the most effective self-help content? If so, LPL Financial is the place for you!

Excited to learn more? If so, then this could be the role for you!

Job Overview:

We are seeking a strategic Vice President of Knowledge Management to transform content management by leveraging cutting edge artificial intelligence solutions to curate and create industry-leading service content. This executive-level leader will be responsible for overseeing a team of knowledge creators, editors and content strategists who develop and maintain internal and client-facing knowledge resources. The VP will be responsible for developing solutions which enable the business to deliver desired call deflection and client satisfaction outcomes.

Responsibilities:

• Strategy & Leadership
  • Develop and execute the Service organization’s knowledge management strategy aligned to achieve both short and long-term call deflection and client experience goals.
  • Partner with Service, Product and other stakeholders to align knowledge assets with organizational needs.
  • Lead and mentor a multi-disciplinary team of content creators, including writers, instructional designers and content architects.
  • Transform content curation and creation using the latest available artificial intelligence solutions.
  • Develop KPI frameworks to measure the effectiveness of the team, including content helpfulness and call deflection
  • Partner with internal and external AI chatbot product partners to identify strategic opportunities to improve the effectiveness of digital help
• Implementation & Governance
  • Oversee the curation, creation and governance of high quality knowledge assets such as knowledge base articles and FAQs.
  • Enhance editorial standards, workflows, and lifecycle management processes through the use of AI tools to improve findability, accuracy and clarity of content.
  • Collaborate with other client-facing knowledge base partners to ensure the content management system continues to meet the team’s evolving needs.
• Continuous Improvement
  • Establish a robust closed-loop feedback process to promote internal feedback to driver continuous improvement.
  • Develop a voice of customer program to ensure ongoing connectivity with the perspectives of internal and external consumers of content
  • Develop and execute a monitoring program which surfaces actionable insights to facilitate continuous improvement and optimal call deflection performance

What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Requirements:

• 5+ years in wealth management client experience and/or knowledge management
• 10+ years in knowledge management, communications, or other relevant experience
• 2+ years of direct experience leading knowledge management which is consumed by chatbots or conversational AI technologies
• Bachelor’s degree

Core Competencies:

• Direct experience leading knowledge management which is consumed by chatbots or conversational AI technologies
• Proven ability to build and lead high performing teams
• Exceptional writing and communication skills
• Deep familiarity with content management systems and capabilities offered by AI technology
• Passion for customer experience
• Ability to influence leadership through effective communication and story-telling
• Possesses contagious optimism, embraces change, is passionate about continuous learning, excels in fast-paced environments, and has an entrepreneurial mindset
• High emotional intelligence; a collaborative and inclusive approach

#LI-PA

 

Pay Range:

$121,725-$202,875/year
 Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!
 

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.

Join LPL Financial: Where Your Potential Meets Opportunity

At LPL Financial, we believe that everyone deserves objective financial guidance. As the nation’s leading independent broker-dealer, we offer an integrated platform of cutting-edge technology, brokerage, and investment advisor services.

Why LPL?

• Innovative Environment: We foster creativity and growth, providing a supportive and responsive leadership team. Learn more about our leadership team here!

• Limitless Career Potential: Your career at LPL has no limits, only amazing potential. Learn more about our careers here!

• Unified Mission: We are one team on one mission—taking care of our advisors so they can take care of their clients. Learn more about our mission and values here!

• Impactful Work: Our size is just right for you to make a real impact. Learn more here!

• Commitment to Equality: We support workplace equality and embrace diverse perspectives and backgrounds. Learn more here!

• Community Focus: We care for our communities and encourage our employees to do the same. Learn more here!

• Benefits and Total Rewards: Our Total Rewards package goes beyond just compensation and insurance. It includes a mix of traditional and unique benefits, perks, and resources designed to enhance your life both at work and at home. Learn more here!

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum.  During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.  Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (855) 575-6947.

EAC1.22.25