Client Experience Insights & Analytics Lead

Job Description

Who we are looking for

As a member of the Client Experience Office, the Client Sentiment Insights & Analytics Lead will leverage various databases and visual reporting tools to provide State Street executives with client sentiment insights. This individual will be responsible for working with teams throughout the organization to better understand, collect, and report all aspects of satisfaction and dissatisfaction within a client relationship. They will work closely with client and operational teams on remediation plans for dissatisfied clients and aggregating common themes in order to help executives prioritize investment needs. Key partners to this role include other members within the Client Experience Office, Relationship Managers, Global Chief Operating Officers, Client Service, Global Delivery, and IT Development teams.

Why this role is important to us

The Client Experience Office is responsible for communicating the voice of our clients to help our company track progress, manage risks, celebrate successes, and project and mitigate future risks. There is a wealth of data at our finger tips that needs to be distributed throughout the organization to increase our collective understanding of our clients and their relationships with State Street. This role will help us drive accountability among senior executives, shine a light on hot spot areas that need attention, and help drive revenue growth.

What you will be responsible for

As Client Sentiment Insights & Analytics Lead you will:

• Build and distribute customized sentiment reports for different regions, client groupings, and services
• Create presentations and status reports that include executive summaries, trends, and general status to leadership
• Bring Voice of Client to operational teams to ensure client needs are prioritized through product and process enhancements
• Meet with client teams to understand situations impacting their clients and operationalize how this information is collected and reported
• Allocate approximately 30% of time to support additional Client Experience Office initiatives, including facilitating our Client Advisory Boards, spreading a Client Centric mindset throughout the organization, and bolstering our Net Promoter Score program
• Foster a culture of strategic thinking and innovation within the organization
• Facilitate communication and collaboration across various stakeholders
• Collaborate with cross-functional teams to understand business needs and requirements for reporting and analysis

What we value

These skills will help you succeed in this role:

• Ability to synthesize large amounts of data into concise summaries in a fast paced, challenging environment
• Proven track record of connecting the dots to inform a larger strategy while maintain an execution oriented mindset
• Outstanding critical thinking and analytical skills with ability to operate strategically and build effective partnerships across multiple stakeholder groups and able to navigate across large organizations
• Aptitude in decision-making and problem-solving
• Strong communication, organizational, and presentation skills

Education & Preferred Qualifications

• BS/BA in accounting, finance or economics related area
• 7+ Years in working in Financial Services
• Advanced proficiency in Excel, Powerpoint
• Confidence with written and verbal communication to senior executives

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/careers

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Salary Range:

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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