Vacancy expired!
- Design and lead research engagements with BlackRock clients and colleagues to help inform CX strategies and priorities
- Apply different, innovative research techniques (e.g., interviews, focus groups, surveys, usability sessions, journey mapping, market scans) to understand the client and colleague experience
- Analyze and synthesize qualitative and quantitative research to deliver robust and actionable insights
- Collaborate with teams who impact the client experience (both directly/indirectly) to ideate on concepts and design solutions to achieve business outcomes
- Represent the voice of our clients and employees across the organization to increase education and empathy of needs and expectations in a synthesized and compelling manner to various internal audiences in support of the change journey and evangelize the value of user-centered design
- Reinvent the client experience, leveraging journey maps, deep customer empathy, and data to influence our CX roadmap consisting of people, process and technology solutions
- Proven experience in a client-facing environment working independently and in a team-environment, managing multiple projects simultaneously
- 2+ years working in a role focused on CX/customer/employee strategy, UX, business or digital transformation programs or consulting, voice of the client/employee, or customer insights work using data to inform ideation and solution design (both quantitative and qualitative)
- Excellent verbal & written communication and interpersonal skills, with the ability to build relationships, command a room (both in person and virtually) and inspire and influence partners and executives
- Demonstrated ability to adapt, manage ambiguity and apply problem-solving skills
- Planning and leading research activities such as interviews, group sessions, focus groups, surveys, and usability sessions
- Strong project management skills and ability to multi-task in a fast-paced environment
- Proven collaborator in a cross-functional Agile team environment
Vacancy expired!