Vacancy expired!
- CX Delivery (CXD) - Onboarding Services: Implementation, Contracting and AML/KYC)
- CX Delivery (CXD) - Client Experience Management
- CX Delivery (CXD) - Whole Portfolio Solutions
- CX Operations (CXO) - Reporting, Invoicing and Client Order Management
- Firmwide - partner for groups running firmwide initiatives or business critical activities that impact CX and our clients (E.g. Project LEAF, Russian Sanctions, Regulatory change
- Be that single point of entry for their functional partners to access the services of CXT
- Partner with the functions that they cover to understand their clients, their strategy and then bring together the various elements of CXT to meet the desired outcomes
- Become an expert in the functions that they cover, understanding their operating models and leveraging this information to help drive improvements
- Collaborate with the other Transformation Partners to ensure that we are leveraging best practices and driving consistency where possible
- Operate as the 'interface' between the CX function and APG in relation to platform change helping to articulate, prioritise and then ensure successful implementation of technology related activities
- Represent the needs and priorities of the function that that they represent as we define the broader CX Road Map
- Accountable for the delivery of strategic change outcomes utilizing all necessary parts of the CXT organization.
- Own clear management reporting for function leaders in relation to their Strategic Change initiatives.
- Accountability to the CX Senior Leadership Team
- Partner across the transformation partner group to manage and measure ROI of holistic portfolio & change roadmap; reprioritizing with stakeholders as needed
- Facilitate each and every change at a functional and platform level on behalf of their CX function (Focus will be Strategic change and business critical activities)
- Facilitate tactical improvements / tactical change for the CX function
- This role is not responsible for developing solution requirements, but is expected to collaborate across the enterprise to ideate on concepts and design solutions to create and deliver desired change outcomes
- While this role is not expected to deliver change management programs, it is expected to be able to identify the necessary change management behaviours and activities required and ensure that the appropriate resources are engaged.
- Proven experience in a client-facing environment working independently and in a team-environment, managing multiple projects and priorities simultaneously
- 5+ years working in a role focused on CX/customer/employee strategy and/or program management, business or digital transformation programs or consulting, voice of the client/employee, or customer insights work using data to inform ideation and solution design
- Proven relationship management with Executives & Leadership level
- Excellent communication and interpersonal skills as demonstrated by your ability to command a room (both in person and virtually) and inspire and influence partners and executives with ease
- Proven experience leading through influence and navigating ambiguity by applying problem solving skills
- Strong program management skills and ability to multi-task in a fast-paced environment
- Proven collaborator in a cross-functional Agile team environment
- Proven experience with enterprise-level initiatives solving complex client problems
- Strategic thinker who is able to connect the dots across not just CX but the wider organisation
- Experienced in the 'lifecycle of Change' and ideally the nuances of BlackRock.
- Experience of the BlackRock CX Function they represent (at least in part)
- Awareness of the market, industry and client landscape in relation to the CX Function they represent
- Experience of the APG landscape / understanding of the product development lifecycle
- Ability to build strong partnerships with other Transformation Partners to ensure a consistent and equitable experience for all stakeholders as well as to orchestrate synchronized and coordinated deployment of change initiatives
Vacancy expired!