Job Description

Reference # : 18-01630Title : Digital Client Experience Analyst
Location : Long Island City, NY
Position Type : Contract
Experience Level : Start Date / End Date : 10/29/2018 / 10/25/2019
Our client, a leading global financial services company, has approximately 200 million customer accounts and does business in more than 140 countries. They provide consumers, corporations, governments and institutions with financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.


Digital Client Experience – Strategic Management
This position will support the Strategic Management team in driving key initiatives across the DCX team and providing leadership with tools and services to enable their success

The Digital Client Experience (DCX) Team is the foremost customer advocate within the US Consumer Banking organization at the Major Global Bank. We harness the full power of our people, data, and resources to maximize prospect & customer engagement in support of our strategic priorities. Our team is responsible for driving all aspects of customer experience, targeting and engagement across the US franchise. We take a disciplined, data-driven approach to enhancing the customer experience across the full lifecycle, with digital and mobile as priority channels for acquisition, servicing and engagement. We are focused on delivering sustained, long-term business benefit to the franchise by accelerating our progress towards being an industry-leading NPS and Digital / Mobile issuer.

The Business Management Team for DCX manages a wide range of responsibilities in support of the Chief Digital Client Experience Officer. Key priorities for the team include providing strategic support to the leadership team in the development, communication, and implementation of its long-term vision, strategy, and key initiatives to deliver against ambitious digital and customer experience goals. The Business Management team is also responsible for managing business routines and management communications to enable coordination, alignment, and decision making at the leadership team level. In addition, the team is responsible for driving project management discipline across the team and ensuring leadership has clear line of sight into the health of the team's project portfolio. Finally, the team is responsible for managing efforts to increase employee engagement and instill a customer-centric culture.

Key Responsibilities:
- Assist in research, market and competitive intelligence, competitive benchmarking
- Assist in completing reports and reviews
- Assist in keeping the DCX collaborate site updated
- Assist in the creation and delivery of communications
- Assist in the gathering and analysis of data
- Assist in collecting and consolidating key performance metric data
- Assist in the creation and maintenance of templates
- Assist in monitoring and maintaining risks to strategic goals
- Assist in the logistics of managing meetings – meeting setup, tracking actions, etc

Key Qualifications:
- A minimum of three years of strategy and competitive intelligence experience
- Proficient in Microsoft Suite of tools such as PowerPoint, Excel, Sharepoint
- Website development is a plus
- Knowledge management, communications and training experience
- Communication skills: Can build relationships across all levels in a matrix organization
- Personal qualities: Resilient, driven, curious, flexible, positive, collaborative


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