Digital Client Experience Analyst
Redefine the client experience and the way clients interact with our ICG (Institutional Clients Group) TTS (Treasury Trade Solutions) and Markets businesses through digitization. Coordinate with international cross functional technology, business, operations and sales organizations to re-imagine the client journey and life cycle. Support the planning, development, and roll-out of several high-impact client initiatives while tracking client feedback and satisfaction metrics.
Key Responsibilities:
- Identify key deficiencies in existing processes in order to streamline and simplify the client experience
- Redesign and develop digital alternatives to current processes and commercialize with necessary stakeholders for immediate adoption (i.e. implementation of a Digital Client Onboarding Portal to eliminate paper documentation)
- Responsible for data analysis across several initiatives: scoping project size and focus, identifying patterns and insights from user data, consolidating and rationalizing requirements, building analytics tools, etc.
- Participate in daily meetings and discussions with cross functional technology, business, operations and sales organization to ensure the success of key initiatives
- Support the collection, tracking, and review of client feedback, KPIs, and adoption rates to appropriately benchmark project progress and plan initiative rollouts
- Prepare project presentations for the internal leadership team and key internal stakeholders
Job Qualifications
- Knowledge/Experience (What knowledge/ experience of the role or the industry does the individual need, e.g. relevant work experience, industry and/or product knowledge)
- Skills (What specific technical skills does the individual need and at what level, e.g. specific IT/spreadsheet/analytical/modeling skills)
- Competencies (What competency skills sets does the individual need, e.g. organizational skills, planning, resilience, motivation, teamwork, verbal communication, etc.)
- Qualifications (What academic/professionalqualifications/registrations does the individual need – if relevant)
Bachelor's Degree Required
- Preferred 6 – 24 months of experience in digital product management, business strategy, technology, consulting and/or banking type roles. Or if you think you have equivalent work experience that would be appropriate.
- Strong MS Excel skills e.g. Vlookup, pivot tables, nested cell functions
- Strong MS Powerpoint skills e.g. preparation of senior presentation materials, process flow mapping
- Self-motivated - perform independently while also leveraging global team structure
- Customer focused - provide efficient and accurate solutions
- Team player - work effectively with others in cross-function/cross-region teams
- Innovative - implement new ideas, create dynamic products, improve existing services
- Strong presentation skills for both internal and external partners
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Grade :All Job Level - All Job Functions All Job Level - All Job Functions - US
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