VP / Senior Director, Wealth Solutions Experience

Why this Role Exists

At Mercer Advisors, Tax (a large portion of our Wealth Solutions offering) is a core pillar of our value proposition and one of the fastest-growing areas of our business, scaling from roughly 10,000 to 30,000+ returns and from 120 to 250+ team members over the coming years. The opportunity ahead is significant, and we are investing meaningfully to capture it, expanding and modernizing our tax platform to deliver a consistently exceptional experience at scale.

We are building something differentiated. A Wealth Solutions organization where clients, advisors, and tax professionals are delighted by seamless delivery — where Tax is a fully embedded partner in the Mercer client experience rather than a discrete service. Where delivery feels effortless, partnership is real, and Tax is a reason clients choose and stay with Mercer Advisors. Beyond Tax, Wealth Solutions encompasses our Estate Planning, Insurance, and Trusts offering.

To lead this evolution, we're seeking a bold, forward-thinking leader who can bring creativity, clarity, and rigor to how we work.  This leader will shape both the operational and strategic dimensions of this transformation and is energized by the prospect of building something exceptional at scale.

Job Summary

The VP / Senior Director, Wealth Solutions Experience is a senior operational and strategic leader for the Tax business, working in close partnership with the Chief Solutions Officer and the EMP of Wealth Operations & Experience. This leader owns end-to-end operational excellence and client experience while contributing meaningfully to business strategy, including growth planning, segment value propositions, and technology innovation. They will redesign processes, strengthen operating rhythms, and help drive the Tax AI and technology agenda. This is one of the most cross-functional and high-visibility roles in the organization, spanning Tax, Wealth Management, Client Service, Product/Technology, and Operations.

The work directly supports Mercer's objectives to improve client experience, support client retention, and unlock productivity improvements for our tax teams. There is significant change management inherent in this role, and we are looking for both aptitude for partnership & collaboration and intellectual strength. This leader will operate as a key connector across the enterprise — helping align Tax's priorities with the broader organization and removing barriers to execution.

Key Responsibilities

1) Own the End-to-End Tax Experience (Client + Advisor)

• Define and execute a consistent, multi-channel Tax client experience and advisor experience, including onboarding, delivery, updates/communications, and “moments that matter.”  This may be tailored for tax-only clients and / or clients with varying complexity.
• Establish and operationalize VOC/VOF listening posts and convert insights into prioritized fixes and measurable improvements.
• Create or refine playbooks (e.g., onboarding, handoffs, escalations, seasonal readiness) to provide an excellent client experience: timely, clear, and consistent.

2) Drive Growth Strategy and Market Positioning

• Partner in the development of Tax's value proposition for Ascend and Regis (HNW, UHNW) client segments — contributing the Tax lens to a collaborative effort with Tax leadership, the Head of Regis, and Wealth Management to define the offer, the differentiation, and the go-to-market narrative
• Own the Tax growth strategy alongside the Head of Tax — synthesizing market trends, client feedback, competitive dynamics, and internal capacity to inform expansion decisions, pricing, and service design.
• Partner with leadership on inorganic growth opportunities, including the integration of acquired tax practices — ensuring new capabilities are onboarded in a way that preserves quality, maintains client experience standards, and accelerates scale

3) Drive Operating Leverage, Capacity, Efficiency & Quality

• Lead process redesign to improve experience, quality, and throughput across tax workflows (quoting/routing, ongoing communication, intake, prep, review, delivery).
• Build an operating system for Tax that includes: capacity planning, work segmentation, load balancing, SLAs, and clear ownership
• Reduce administrative burden on Tax managers and teams by simplifying workflows, clarifying roles, and implementing scalable support mechanisms

4) Operational Telemetry & Business Management

• Establish and maintain operational telemetry (dashboards, KPIs, routines) to provide transparency into volume, cycle times, WIP, quality, and bottlenecks.
• Define, track, and report key outcomes such as experience, productivity, and adoption — and lead monthly/quarterly performance reviews with action plans.

5)  Tech Innovation, Enablement & Cross-Functional Delivery

• Drive unified client delivery among Wealth Solutions and Wealth Management by ensuring Wealth Solutions technology builds align to and integrate with broader organization. 
• Champion AI and automation innovation within Tax — identifying high-value use cases (e.g., AI-assisted prep, intelligent routing, client communication automation), piloting solutions, and scaling what works across the platform
• Build and own a Tax technology roadmap in partnership with Product/Technology that reflects both near-term operational needs and the long-term vision for an AI-augmented tax practice. Stay current on the evolving AI tooling landscape and bring informed build/buy/partner recommendations to leadership
• Partner with Technology/Product and Tax leadership on Tax tech stack initiatives (e.g., onboarding tooling, document sharing, workflow automation, Aspen-related enhancements) and ensure “operational readiness”
• Translate operational pain points into clear business requirements; drive change management, training enablement, and adoption across stakeholders.

6) Leadership & Stakeholder Management

• Demonstrate comfort and competence in the face of change management. Serve as a senior cross-functional leader who can align Tax, Wealth Management, Client Service, and Operations partners around priorities, sequencing, and accountable execution.
• Build strong relationships with Tax leaders, advisors, and client service teams; act as an escalation point for systemic issues and help remove blockers quickly.

Success Measures

Improved tax client experience demonstrated by client and advisor satisfaction along with productivity metrics (returns / FTE).

• Reduced onboarding cycle time and fewer handoff failures / rework.
• Increased tax team capacity and productivity via workflow segmentation and reduced admin burden.
• Increased transparency through operational telemetry and operating rhythms.
• Measurable adoption of process/technology enhancements across tax stakeholders.
• Progress against defined Tax growth strategy milestones, including activation of Ascend and Regis (UHNW) value propositions in partnership with relevant stakeholders.
• Demonstrated impact from at least one AI or automation initiative — measured by productivity improvement, cost reduction, or client experience uplift

Required Qualifications

• 10-15 years of progressive experience in business operations, strategy, or operational excellence within financial services or professional services — including a senior role as a COO, Chief of Staff or equivalent.
• Demonstrated success building, communicating, and executing business strategy, with a track record of owning cross-functional transformations, growth initiatives, and new capability builds from concept through delivery.
• Comfortable navigating senior stakeholder environments and communicating effectively — able to influence without authority and drive accountability across diverse teams
• Strong analytical skillset: able to build and interpret operational metrics, diagnose constraints, and drive high-impact fixes across complex workflows.
• Proven ability to lead through ambiguity — sets direction, builds teams, and delivers results without a fully-formed playbook.
• Working knowledge of AI and automation as applied to professional services — not necessarily a technologist, but able to engage credibly with Product and Engineering and drive an innovation agenda
• Familiarity with VOC programs, journey mapping, and experience measurement frameworks

Application Deadline: The initial deadline for applications is 5/21/2026. Applications submitted after this date may still be considered on a rolling basis until the position/program is filled. We encourage all interested candidates to apply as early as possible. If a final decision has not been made by the initial deadline, subsequent applications will be reviewed as they are received.