Senior Customer Experience Enablement Manager (Remote Work Possible) | Individual Investors, Client Experience

Summary: Develops, maintains, and champions the Voice of the Customer and Voice of Associate programs to drive a customer-focused mindset for Retail Investors that delivers actionable insights for use in strategy development and CX activations. 

CX Program Design, Measurement, & Governance

• Develop and execute a cohesive, structured customer and associate listening strategy.
• Consult on survey development; represent business needs on global survey governance team.
• Define overarching experience targets and methods for how we will know a client problem is solved.
• Develop scalable mechanisms for clients and associates to submit feedback and ideas.
• Establish close loop processes for client and associate feedback.
• Provide context for prioritization to recommend which problems we are prioritizing to solve and why or why not.
• Manage a core team and executive steering committee to ensure awareness of programmatic accomplishments and to approve major decisions.

Define Learning Needs

• Consult on and advocate for inclusion of VOC/VOA throughout product lifecycles.
• Connect TRP research and data with third-party studies and benchmarks with effective storytelling.
• Identify data gaps and advocate for additional first-party research, as needed.
• Assess new technologies that can scale and enable client and associate experience improvement.

Deliver Analysis, Insights, and Reporting

• Analyze feedback and distill it into well-framed opportunities.
• Develop reports and summaries tailored to key audiences, including executive leadership, CX leadership, product teams, and functional SMEs.
• Facilitate action planning on solutions. Gather feedback on ideas and provide inputs to strategies and roadmaps.

Qualifications

Required:

• Bachelor’s degree or the equivalent combination of education and relevant experience AND
• Experience and/or interest in developing skills in research methods
• Track record of complex, cross-organizational, multi-stakeholder programs or activities
• Effective communication to varied organizational levels
• Exceptional analytical and problem-solving; ability to think strategically

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FINRA Requirements
FINRA licenses are not required and will not be supported for this role.

Work Flexibility
This role is eligible for remote work up to two days a week.

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Regional Requirements:

Base salary range:

$105,500 - $180,000 USD for the locations of: Colorado and the State of Washington

$132,000 - $225,000 USD for the locations of: California and New York

Placement within the range provided above is based on the individual’s relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.

This job posting is expected to be available until 5/31/2024.