Business Transformation / Customer Experience Transformation Strategist

Description

About this role

Business Transformation / Customer Experience Transformation Strategist

Are you passionate about helping businesses solve complex challenges and supporting them through critical transformations to improve the customer/client/employee experience? As a Business / Client Experience (CX) Transformation Strategist, you will work as part of the Client Experience Transformation team that is focused on accelerating our efforts to transform the way we deliver the service experience to our clients. We conduct client, employee and market research to drive our business transformation and guide the people, process and technology strategy and solutions we develop to meet our client, employee and market needs. You will be responsible for working with business and technology partners to develop the outside-in approach to develop our CX strategy and roadmap, conduct research to guide the solution, partner across various teams to develop and implement the solutions, and support change management efforts to drive awareness, education and adoption of various CX solutions.

You will:

• Lead research engagements (primarily focused on product research, usability studies, etc.) with BlackRock clients, developing innovative ways to engage with research participants
• Deliver robust insights and analysis of client and employee research, feedback and journeys using innovating methodologies, incorporating industry and competitive insights
• Reinvent the Client Experience, leveraging journey maps, deep customer empathy, and data to influence our CX roadmap consisting of people, process and technology solutions
• Collaborate across the enterprise with teams who impact the client experience (both directly/indirectly) to ideate on concepts and design solutions to create and deliver change outcomes
• Represent the voice of our clients and employees across the organization to increase education and empathy of needs and expectations in a synthesized and compelling manner to various internal audiences in support of the change journey

Your experience includes:

• Proven experience in a client-facing environment working independently and in a team-environment, managing multiple projects and priorities simultaneously
• 4+ years working in a role focused on CX/customer/employee strategy, business or digital transformation programs or consulting, voice of the client/employee, or customer insights work using data to inform ideation and solution design (both quantitative and qualitative)
• 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
• Demonstrated ability to manage ambiguity and apply problem-solving skills
• Experienced at planning and leading research activities such as interviews, group sessions, focus groups, surveys
• Strong project 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 by designing best-in-class experiences and leading through influence

About BlackRock

BlackRock helps investors build better financial futures. As a fiduciary to investors and a leading provider of financial technology, our clients turn to us for the solutions they need when planning for their most important goals. As of March 31, 2019, the firm managed approximately $6.52 trillion in assets on behalf of investors worldwide. For additional information on BlackRock, please visit www.blackrock.com | Twitter: @blackrock | Blog: www.blackrockblog.com | LinkedIn: www.linkedin.com/company/blackrock.

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.

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.

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 careers.blackrock.com | www.blackrock.com/corporate | Instagram: @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

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.