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- Senior Vice President
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- Vice President Client Marketing
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Senior Vice President, Client Experience
Company | The Citco Group Limited |
Address | New York, NY, United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-06-08 |
Posted at | 1 year ago |
Description
- Support executive updates and communications for transformation initiatives and run steering group meetings, working sessions, internal and external workshops etc. to drive the work forward
- Ensure positive, mutually beneficial interactions between clients and internal teams by collecting data needed to make clear, focused decisions
- Work closely with the CX Leadership team to establish and rollout the company’s customer experience roadmap for management and continuously update as internal capabilities increase and external expectations evolve, deploying journeys & programs to help drive business value with customers, customer goal achievement, new features and new use cases
- Identify and address related scope across programs, other initiatives, and existing frameworks to ensure end-to-end remediation and compliance
- Oversee and help manage critical interdependencies among transformation programs
- Work across multiple departments to ensure team members and leadership are aware of and dedicated to the goals of the customer experience
- Partner with teams of process and program mgmt. professionals to lead key strategic initiatives focused on improving overall client experience
- Support and help foster a customer-first culture and root for them within the organization
- In partnership with Change Management, contribute to world class training and support organizations to support clients and employees for the full lifecycle of support needed
- Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
- Identify opportunities for continual improvement to service delivery, initiating changes to the benefit of our clients, liaising with internal and operational management teams to gain buy in across all departments and service delivery areas
- Exemplify the organization’s core values as a CX leader, helping bring the organization into the future state of CX-centric behaviors, processes and technologies
- Serve as a company resource to strategize overcoming client issues, including leveraging interactions with Client Advisory Boards
- Support the creation and communication of the strategic direction of the organization’s customer experience initiatives including championing the systematic collection and application of customer experience requirements, data and insights for strategic advantage and growth
- Help develop communication plans for the transformation office and engagement with senior leaders across the firm to provide executive level reporting
- Support leadership teams in creating effective operating models across functions to seamlessly deliver results for employees and clients
- Support the creation, rollout and maintenance of the overall OKR/KPI framework for the transformation team and work closely with partners to consistently track performance
- You will partner with other business function (Product, Marketing, Business Development, Customer Experience, Technology and Operations, etc.) leadership to build a cohesive, compelling, class-leading customer experience.
- Proven ability to identify, engage and influence senior leadership and customers
- Ability to balance internal services, external partners, and how to use both effectively to support customers and grow quickly
- Specific subject matter expertise regarding transformation and program management disciplines and a strong business understanding of the products and services offered
- Broad experience in transformation roles including driving work streams within large complex cross-company transformation programs
- Strong leadership skills with a proven track record in driving positive and sustained change
- 2+ years of CX transformation experience
- Strong customer advocate with the ability and willingness to engage directly with customers
- Strong interpersonal skills, with evidence of working in collaboration across large organizations, including a proactive and 'no surprises' approach in communicating issues/requests
- Ability to interface at the senior and executive level in a corporate setting
- Well-developed listening skills and a strong ability to engage at the senior management level
- Experience building and managing large Customer Experience and/or Professional Services teams/programs in a fast-paced, dynamic environment
- You have a Bachelor’s Degree to the equivalent combination of education and experience is required
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