- Develop and execute a cohesive, structured customer and associate listening strategy.
- Consult on survey development; represent business needs on global survey governance team.
- Define overarching experience targets and methods for how we will know a client problem is solved.
- Develop scalable mechanisms for clients and associates to submit feedback and ideas.
- Establish close loop processes for client and associate feedback.
- Provide context for prioritization to recommend which problems we are prioritizing to solve and why or why not.
- Manage a core team and executive steering committee to ensure awareness of programmatic accomplishments and to approve major decisions.
- Consult on and advocate for inclusion of VOC/VOA throughout product lifecycles.
- Connect TRP research and data with third-party studies and benchmarks with effective storytelling.
- Identify data gaps and advocate for additional first-party research, as needed.
- Assess new technologies that can scale and enable client and associate experience improvement.
- Analyze feedback and distill it into well-framed opportunities.
- Develop reports and summaries tailored to key audiences, including executive leadership, CX leadership, product teams, and functional SMEs.
- Facilitate action planning on solutions. Gather feedback on ideas and provide inputs to strategies and roadmaps.
- Bachelor's degree or the equivalent combination of education and relevant experience AND
- Experience and/or interest in developing skills in research methods
- Track record of complex, cross-organizational, multi-stakeholder programs or activities
- Effective communication to varied organizational levels
- Exceptional analytical and problem-solving; ability to think strategically
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Senior Customer Experience Enablement Manager - Remote, United States - T. Rowe Price
Description
Requisition Number: 69601
Position Title:
External Description:
Summary: Develops, maintains, and champions the Voice of the Customer and Voice of Associate programs to drive a customer-focused mindset for Retail Investors that delivers actionable insights for use in strategy development and CX activations.
CX Program Design, Measurement, & Governance
Define Learning Needs
Deliver Analysis, Insights, and Reporting
Qualifications
Required:
FINRA Requirements
FINRA licenses are not required and will not be supported for this role.
Work Flexibility
This role is eligible for remote work up to two days a week.
Regional Requirements:
Base salary range:
$105,500 - $180,000 USD for the locations of: Colorado and the State of Washington
$132,000 - $225,000 USD for the locations of: California and New York
Placement within the range provided above is based on the individual's relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.
This job posting is expected to be available until 5/31/2024.
City:
State:
Community / Marketing Title: Senior Customer Experience Enablement Manager (Remote Work Possible) | Individual Investors, Client Experience
Company Profile:
Location_formattedLocationLong: Maryland, US
CountryEEOText_Description: Commitment to Diversity, Equity, and Inclusion:We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients. Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community. We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day.Benefits: We invest in our people through a wide range of programs and benefits, including:
• Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions
• Flexible and remote work opportunities
• Health care benefits (medical, dental, vision)
• Tuition assistance
• Wellness programs (fitness reimbursement, Employee Assistance Program)Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates' well-being and addressing the needs of our clients, business, and communities is unwavering.T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.
