The International Private Bank Employee and Client Experience (ECX) team is charged with delivering a first-in-class experience for employees and clients throughout their lifecycle and across channels and touchpoints. We work to ensure a more proactive, coordinated and innovative approach to delivering experiences for our clients and employees. Our organization works closely with the business, service, marketing, technology, digital, product, strategy and solutions teams.

The foundation of any ECX team is owning key listening posts including employee feedback, employee surveys, client complaints, and client surveys. Through our feedback channel, we triage and resolve feedback received, identify trending and emerging themes, and influence both small and larger priorities. We are also evolving our survey program which touches both clients and employees. Lastly, we lead short- and long-term projects to uplift the employee and client experience.

The new member of the team will get to learn about our core IPB business and all its products and services and meet with Bankers and Advisors. We also work closely with business management teams, product organizations, Ops teams, and the office of the CEO which will allow the candidate to further learn about the business and expand their network.

The successful candidate will be client and outcome-focused and have a style that fosters teamwork and collaboration with all types of stakeholders and partners. Candidates should have excellent written and oral communication skills, strong interpersonal skills, great attention to detail, as well as a passion for improving experiences and fixing broken processes. Execution and organizational skills is also a critical component of the role.

Responsibilities:

• Manage E2E feedback process for a given IPB region including triaging and responding to feedback with the help of subject matter experts; escalate and triage emerging themes
• Building relationships and working with cross-functional teams to fix pain points, shape roadmaps, and collaborate on initiatives
• Manage various projects that will improve the employee and client experiences
• Develop team communications including periodic team reporting
• Opportunities to participate in the Survey and Client Complaint programs, including draw insights across the various listening posts

Qualifications:

• Bachelor’s degree or higher
• 2-3 years of experience; wealth management experience preferred but not required
• Expert in Excel, PowerPoint and Word; proficiency in Jira a major plus
• Exceptional attention to detail and organizational skills
• Quick and proactive learner who exhibits ownership, creativity, and curiosity
• Ability to take complicated processes and explain them in a simple, intuitive fashion
• Ability to influence partners at all levels