Affluent Client Experience, Senior Associate
On-siteNew York City, New York, United States or New York, United States
Job Summary
Represent the affluent client and banker experience in shared forums by developing relationships with Product Owners, Operations, and field teams. Manage the Banker feedback process, responding to the field in a timely manner and sharing themes across teams to seek ongoing process improvements. Develop customer experience processes that distill insights from quantitative and qualitative client and employee feedback channels. Synthesize client and employee feedback into actionable strategies and tactics, applying a competitive lens to develop recommendations. Work across functions and lines of business to support improvements in key client journeys and drive seamless experiences. Support day-to-day customer experience management efforts, including preparing business reports, CX highlights, and presentations.
Required Qualifications
- 3+ years of financial services product, process, CX, or project management experience; banking experience
- Strong project management, analytic, problem-solving, and time management skills
- Ability to perform well in a deadline-driven, fast-paced environment
- Strong communication and interpersonal skills
- Ability to speak comfortably and effectively to large groups
- Ability to cultivate strong relationships
- Strategic thinking
- Relentless focus on the customer experience
- Personable
- Proactive learner and listener
- Ability to collaborate across a highly matrixed organization
- Ability to embrace change in a rapidly changing environment
- Ability to actively work within a team environment
- Ability to drive accountability for personal goals
- Ability to lead multi-stakeholder projects and workstreams end-to-end
- Bachelor's degree or equivalent experience
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