Senior Investor Experience Associate

Own the end-to-end experience for customers across the full deal lifecycle, from pre-close to ongoing reporting, acting as the primary respondent to inbound questions with authority to resolve hard cases without escalation. Triage inquiries by urgency and risk, routing self-service items or complex issues to Product, Ops, or Compliance, while reducing ticket volume by identifying root causes and feeding feedback to the team. Serve as the internal voice of the customer, advocating for systemic fixes until issues are resolved and closing the loop with stakeholders. Set tone and standards for the Investor Experience team by documenting best practices and raising the bar for all interactions.