The Director of Client Experience, is responsible for coordinating across stakeholders and project teams in the design, transformation and maintenance of the Institutional Client Business Customer Experience. This transformation leader will drive the business in reimagining, modernizing and digitizing the Institutional Client experience with the goal of driving higher levels of customer delight and engagement. The Director of Client Experience will be the day to day leader of this important work, reporting into the Global Institutional Client Business Chief Operating Officer and leading a cross functional execution team. This is a multi-year journey of transforming roles and responsibilities, redesigning critical processes and supporting both with new and existing technological capabilities.
Establish efficient methodology to onboard new clients and enhance existing client experience in the moments that matter most to clients
Establish an operating model/dashboard to confirm realization of benefits either through direct monitoring of performance or identifying another accountable owner(s) for managing process performance goals (i.e. control of process & continuous feedback for future improvements)
Identify enabling and sustaining changes required to harvest technology implementation benefits, including KPI’s and process changes
Build and leverage business contacts to create agreed upon target state sales and service cycle
Develop the holistic 360 view of the Institutional client, their environment and their relationship with BlackRock
Desired Skills and requirements:
Experience implementing digital client engagement tools
Knowledge of Agile Scrum methodology
Knowledge of process optimization techniques (LEAN, Six Sigma, etc.)
Program and project management
Lead and facilitate meetings and education/training workshops for all stakeholders- focus on customers.
Develop an in depth understanding of sales and service business processes so that they are able to translate stakeholders requirements into specific requirements that are understood by technology
Build effective and supportive working relationships with the Institutional Client Business to deliver positive change in the business
Ability to work with analytical software, including Excel and Aqua Data Studio and wireframe generating tools, including Balsamiq (or similar tools)
Strong organization and problem-solving skills
Excellent communication and presentation skills
Bachelor's degree required
5+ years of financial services experience desired
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