Responsibilities
You will be responsible for defining the approach to Client Experience, working with the business to define “what good looks like” and monitoring 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).
- Develop best‑in‑class client touchpoints for those prioritized, working closely with project and business teams:
- Bring knowledge of best‑in‑class client experiences
- Translate 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
- Conduct annual assessments of client touchpoints against “good”, “better” or “best” criteria
- Lead 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 out duties as assigned.
Qualifications
Must have:
- Change management experience
- Strong communication and coalition‑building skills
- Business judgement and results‑driven approach
- Influence and stakeholder management
Nice to Have
- Significant experience within the asset‑management industry
- Experience developing best‑practice client experience through client service, sales or marketing
- Strong communication skills
- Ability to deputise for head of team when needed
Supervisory Responsibilities
No 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
- 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 the subsidised onsite canteen
- 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.
Equal Employment Opportunity Statement
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.
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