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Advisor Group’s Chief Experience Officer to Depart the Firm

Lori Love, Advisor Group's chief experience officer, is stepping down to focus on her family, and said in a personal message to employees that her husband had a hard battle with COVID and still has lingering impacts from the virus.

Lori Love, who has led Advisor Group’s customer experience team since 2019, will depart the firm at the end of January to focus on her family, Advisor Group has confirmed.

According to a source familiar with Advisor Group’s financial advisor community, Love sent a personal message to employees of the firm earlier this week, saying that her husband had a hard battle with COVID-19 and still has lingering impacts from the virus. She is stepping down to focus more on her family as a result.

Joseph Kuo, a spokesperson for Advisor Group, said the firm is currently undergoing a search for a new chief experience officer. In the interim, Matt Schlueter, president of products and platforms, and Cindy Hamel, executive vice president of strategy and corporate development, will oversee the customer experience team.

“We thank Lori for her support in the foundations we are creating to deliver a digitally enabled, intuitive and engaging experience for financial advisors and their clients,” Kuo said.

When Love first came on board, she was tasked with overseeing all employees responsible for operations and services to the company's advisors and investors; she had also been charged with helping the company focus on treating its advisors like customers and improving their overall experience.

She joined Advisor Group from Internet Brands, a marketing and website operations company. Prior to that, she was an executive at YP and the Walt Disney Company, where she was senior director of ad operations for Disney Interactive. She also spent more than six years at both Yahoo! and Wells Fargo.

Advisor Group has seen some high-level departures recently. Last October, Omaha, Neb.–based Securities America, one of Advisor Group’s broker/dealer subsidiaries, lost its CFO, David Vaughan, who joined Axos Clearing in a similar role.

In September, Advisor Group lost Chief Marketing Officer Susan Theder, who joined FMG Suite, the advisor marketing platform that powers Advisor Group’s MyCMO offering, as CMO and chief experience officer.

Gregg Johnson, executive vice president of recruiting and revenue acquisition at Advisor Group, also left the firm last year. The firm hired Kristen Kimmell, former head of advisor recruiting and field marketing at RBC, to take over his responsibilities as well as an expanded role.

Johnson joined Carson Group last October as national sales director, and has since brought over a few colleagues from Securities America, including Scott M. Briganti, who was at the IBD for 22 years, most recently as vice president of branch office development. At Carson, he’s serving as vice president of partnership development.

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