Senior Associate Director, Client Experience Strategy & Delivery Partner
City: London
Division: CX Transformation
Your opportunity
You will be responsible for defining our approach to Client Experience, working with the business to define ‘what good looks like’ and monitoring our delivery against this.
- Accountable for defining client experience standards and journeys: Define “good”, “better” or “best” client experiences across all client touchpoints (e.g. onboarding, communications, reporting etc.)
- Develop best-in-class client touchpoints for those prioritized, working closely with project and business teams:
- Bring knowledge of best-in-class client experiences
- Shape programs of work by translating these insights into clear, actionable requirements that delivery teams can execute upon (i.e. close the gap between strategy and delivery)
- Define measures of success
- Assess the current state of JHI’s client experience by identifying gaps, pain points and areas of differentiation:
- Design, run and analyse bi-annual client surveys, ensuring insights are clearly articulated and actionable by stakeholders
- Annual assessment in our delivery of client touchpoints against “good”, “better” or “best” criteria
- Lead on development of clearly articulated service propositions based on the needs of client segments (e.g. insurance clients)
- Own the development and governance of client tiering and service catalogue frameworks, ensuring alignment between value, service levels, and delivery models.
- Carry duties as assigned
What to expect when you join our firm
- Hybrid working and reasonable accommodations
- Excellent Health and Wellbeing benefits including corporate membership to ClassPass
- Paid volunteer time to step away from your desk and into the community
- Support to grow through professional development courses, tuition/qualification reimbursement and more
- Maternal/paternal leave benefits and family services
- Complimentary subscription to Headspace – the mindfulness app
- All employee events including networking opportunities and social activities
- Lunch allowance for use within our subsidized onsite canteen
Must have skills
- Change management
- Communicating and building coalitions
- Exercising business judgement
- Results Driven
- Influence
Nice to have skills
- Significant experience within the asset management industry
- Experience in developing best practice client experience through client service, sales or marketing
- Deputise for head of team, when needed
Supervisory responsibilities
- No
Potential for growth
- Regular training
- Continuing education courses
You will be expected to understand the regulatory obligations of the firm, and abide by the regulated entity requirements and JHI policies applicable for your role.
At Janus Henderson Investors we’re committed to an inclusive and supportive environment. We believe diversity improves results and we welcome applications from candidates from all backgrounds. Don’t worry if you don’t think you tick every box, we still want to hear from you! We understand everyone has different commitments and while we can’t accommodate every flexible working request we’re happy to be asked about work flexibility and our hybrid working environment. If you need any reasonable accommodations during our recruitment process, please get in touch and let us know at recruiter@janushenderson.com
Annual Bonus Opportunity: Position may be eligible to receive an annual discretionary bonus award from the profit pool. The profit pool is funded based on Company profits. Individual bonuses are determined based on Company, department, team and individual performance.
Benefits: Janus Henderson is committed to offering a comprehensive total rewards package to eligible employees that includes competitive compensation, pension/retirement plans, and various health, wellbeing and lifestyle benefits. To learn more about our offerings please visit the Why Join Us section on the career pagehere.
Janus Henderson Investors is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. All applications are subject to background checks.
Janus Henderson (including its subsidiaries) will not maintain existing or sponsor new industry registrations or licenses where not supported by an employee’s job functions (as determined by Janus Henderson at its sole discretion).
You should be willing to adhere to the provisions of our Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities. Applicants’ past political contributions or activity may impact applicants’ eligibility for this position.
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