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    Vice President, Client Experience - Atlanta, United States - BlackRock, Inc.

    BlackRock, Inc.
    BlackRock, Inc. Atlanta, United States

    3 weeks ago

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    Description
    About this role

    Do you consider yourself a natural leader? Are you curious about problems that require strategic solutions?

    About Client Experience


    Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha.


    We are organized across 4 key pillars:
    Client Experience Delivery- client-facing teams orchestrating all aspects of service delivery, and onboarding teams bringing new business onto our platform,

    Wealth- differentiated capability for both Whole Portfolio and Wealth clients & products, respectively,

    Client Experience Operations- core client operations teams driving reporting, billing, and onboarding due diligence across the globe, and


    Client Experience Transformation- accelerating progress towards our CX mission via research and competitive insights, analytics, marketing, business and change management.

    Role Overview


    This role sits within the CX Transformation function and ensures the CX Organization can maximize the utility provided by the transformation team to the fullest extent possible to support the Strategic goals of the group.

    You will be a thought partner and strategic consultant for your aligned Senior Leadership Team area, operating as the voice of the function you represent in ongoing change programs.

    Responsibilities


    • Become an expert in the function(s) you cover, understanding the operating model at a level of depth to be able to identify transformation opportunities and serve as a voice of the function in transformation efforts
    • Partner with the function(s) to understand their clients, their strategy in order to serve as a strategic adviser, consultant and thought partner
    • Serve as the single point of entry for the functional partners to access the services of the transformation function, serving as a thought partner for how to approach various challenges and opportunities
    • Collaborate with the other Transformation Partners to ensure that we are leveraging best practices, connecting dots across transformation efforts and bringing a global point of view
    • 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 comprehensive portfolio & change roadmap; prioritizing with collaborators as needed
    • Manage and measure ROI of holistic portfolio & change roadmap; prioritizing the roadmap and transformation efforts with stakeholders as needed
    Proficiencies


    • 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 problem solver who is able to connect the dots across not just CX but the wider organization
    • Awareness of the market, industry and client landscape in relation to the CX Function they represent
    • Experienced in the 'lifecycle of Change' and ideally the nuances of BlackRock.
    • Ability to build strong partnerships with other Transformation Partners to ensure a consistent and equitable experience for all partners as well as to orchestrate synchronized and coordinated deployment of change initiatives
    • Proven experience in a client-facing environment working independently and in a team-environment, managing multiple projects and priorities simultaneously
    • Proven relationship and stakeholder management with Executives
    Our benefits


    To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

    Our hybrid work model


    BlackRock's hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all.

    Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week.

    Some business groups may require more time in the office due to their roles and responsibilities.

    We remain focused on increasing the impactful moments that arise when we work together in person - aligned with our commitment to performance and innovation.

    As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

    About BlackRock

    At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.

    Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses.

    Their investments also help to strengthen the global economy:

    support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

    This mission would not be possible without our smartest investment - the one we make in our employees.

    It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

    For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn:

    BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer.

    We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.


    BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.

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