Responsibilities
- 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 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.
Qualifications
- Change management experience
- Strong communication and coalition‑building skills
- Exercising sound business judgement
- Results‑driven mindset
- Influencing ability
Nice to have skills
- Significant experience within the asset management industry
- Experience in developing best‑practice client experience through client service, sales or marketing
- Strong communication skills
- Deputising for the head of team when needed
- Supervisory responsibilities
- Potential for growth
- Mentoring
- Leadership development programs
- Regular training
- Career development services
- Continuing education courses
Benefits
- Hybrid working and reasonable accommodations
- Generous holiday policies
- 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 subsidised onsite canteen
Compensation
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.
Legal & EEO Statement
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. 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.
Janus Henderson Investors is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. All applications are subject to background checks.
Applicants must 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. Applicant’s past political contributions or activity may impact eligibility for this position.
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