CX Investor Experience Senior Vice President

About Citco

JOB DESCRIPTION

The market leader. The premier provider. The best in the business. At Citco, we’ve been the front-runner in our field since our incorporation in 1948 led to the evolution of the asset servicing sector itself. This pioneering spirit continues to guide us today as we innovate and expand, push beyond the boundaries of our industry, and shape its future. From working exclusively with hedge funds to serving all alternatives, corporations and private clients, our organization has grown immensely across asset classes and geographies. For us, this progress is a pattern that we’ll only maintain as we move forward, always prioritizing our performance. So for those who want to play at the top of their game and be at the vanguard of their space, we say: Welcome to Citco.

About The Team & Business Line

Fund Administration is Citco’s core business, and our alternative asset and accounting service is one of the industry’s most respected. Our continuous investment in learning and technology solutions means our people are equipped to deliver a seamless client experience.

Responsibilities

Your Role:

The SVP, Client Experience roles are primarily responsible for leading delivery and providing oversight of client experience excellence throughout the company. These roles help facilitate the strategic vision and utilize innovative approaches to successfully guide critical client-impacting teams and provide leadership to global CX initiatives. The positions play key roles in driving client experience and innovation goals by ensuring tight alignment of the CX Strategy to the initiative roadmap, successful delivery of CX initiatives, continued thought leadership to the CX Strategy, partnership with business leaders to nurture adoption and application of key CX concepts, and progress of the organization’s transformative work. With a growth and innovation mindset, s/he will partner with leaders across Citco to help design and execute transformation programs that will support the broader strategy of driving an effortless and cohesive digital end-to-end experience for clients and create simpler employee experiences for execution.

In that context, the SVPs of Client Experience will be empowered and accountable for guiding and consulting on the design, development, and implementation of client-centric digital experiences, technologies and operations as they pertain to the Citco ecosystem. S/he will engage stakeholders across multiple constituencies, facilitate workshops to guide design thinking and end-user experiential outcomes, translate business requirements into solutions architecture, and orchestrate multiple work streams to achieve stated organizational goals and objectives.

This role will have an emphasis on the design and continual improvement of the investor experience – the clients of our clients. Candidates will need to possess an understanding of investors in the alternative investment markets – different investor types, personas and types of funds – to design, develop and operationalize a modern digital experience.

• You will partner with other business function (Product, Marketing, Business Development, Customer Experience, Technology and Operations, etc.) leadership to build a cohesive, compelling, class-leading investor experience.
• Support and help foster a customer-first culture and root for them within the organization
• Work closely with the CX Leadership team to establish and rollout the company’s investor experience roadmap for management and continuously update as internal capabilities increase and external expectations evolve, deploying journeys and programs to help drive business value with clients and investors, customer goal achievement, new features and new use cases
• Represent the voice of the investor and influence internal stakeholders by promoting a customer-centric mindset across the organization
• Work across multiple departments to ensure team members and leadership are aware of and dedicated to the goals of the customer experience
• Exemplify the organization’s core values as a CX leader, helping bring the organization into the future state of CX-centric behaviors, processes and technologies
• Support the creation, rollout and maintenance of the overall OKR/KPI framework for the transformation team and work closely with partners to consistently track performance
• Identify opportunities for continual improvement to service delivery, initiating changes to the benefit of our clients, liaising with internal and operational management teams to gain buy in across all departments and service delivery areas
• Ensure positive, mutually beneficial interactions between clients and internal teams by collecting data needed to make clear, focused decisions
• Support the creation and communication of the strategic direction of the organization’s investor experience initiatives including championing the systematic collection and application of investor experience requirements, data and insights for strategic advantage and growth
• Partner with teams of process and program mgmt. professionals to lead key strategic initiatives focused on improving overall client experience
• Support executive updates and communications for transformation initiatives and run steering group meetings, working sessions, internal and external workshops etc. to drive the work forward
• Support leadership teams in creating effective operating models across functions to seamlessly deliver results for employees and clients
• Help develop communication plans for the transformation office and engagement with senior leaders across the firm to provide executive level reporting
• Serve as a company resource to strategize overcoming client issues, including leveraging interactions with Client Advisory Boards
• In partnership with Change Management, contribute to world class training and support organizations to support clients and employees for the full lifecycle of support needed
• Oversee and help manage critical interdependencies among transformation programs
• Identify and address related scope across programs, other initiatives, and existing frameworks to ensure end-to-end remediation and compliance
  
  

Qualifications

About You:

• You have a Bachelor’s Degree to the equivalent combination of education and experience is required
• Broad experience in transformation roles including driving work streams within large complex cross-company transformation programs
• Specific subject matter expertise regarding transformation and program management disciplines and a strong business understanding of the products and services offered
• 2+ years of CX transformation experience
• Experience building and managing large Customer Experience and/or Professional Services teams/programs in a fast-paced, dynamic environment
• Ability to interface at the senior and executive level in a corporate setting
• Proven ability to identify, engage and influence senior leadership and customers
• Strong customer advocate with the ability and willingness to engage directly with customers
• Ability to balance internal services, external partners, and how to use both effectively to support customers and grow quickly
• Well-developed listening skills and a strong ability to engage at the senior management level
• Strong interpersonal skills, with evidence of working in collaboration across large organizations, including a proactive and 'no surprises' approach in communicating issues/requests
• Strong leadership skills with a proven track record in driving positive and sustained change
  
  

Salary range: 179,000 – 243,000 USD

Our Benefits

Your well-being is of paramount importance to us, and central to our success. We provide a range of benefits, training and education support, and flexible working arrangements to help you achieve success in your career while balancing personal needs. Ask us about specific benefits in your location.

We embrace diversity, prioritizing the hiring of people from diverse backgrounds. Our inclusive culture is a source of pride and strength, fostering innovation and mutual respect.

Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection.