Business / Client Experience Transformation Research Strategist

Description

About this role

Are you passionate about helping businesses solve complex challenges and improving the customer/client/employee experience? Do you enjoy conducting research and translating findings into business strategies? As a Business / Client Experience (CX) Research Strategist, you will work as part of the Client Experience Transformation team that is focused on transforming the way we deliver the service experience to our clients. We conduct global research to drive our business transformation and guide the people, process and technology strategy and solutions to meet our client, employee and market needs.

As part-researcher and part-strategist, this role will research the end-to-end client and colleague journey (including digital and non-digital interactions) to identify people, process and technology improvements. You will be responsible for working with business and technology partners to apply an outside-in, human-centered approach to inform our CX strategy and roadmap, conduct research to guide solution design, partner across teams to develop and implement the solutions, and support the successful adoption.

You will:

• Design and lead research engagements with BlackRock clients and colleagues to help inform CX strategies and priorities
• Apply different, innovative research techniques (e.g., interviews, focus groups, surveys, usability sessions, journey mapping, market scans) to understand the client and colleague experience
• Analyze and synthesize qualitative and quantitative research to deliver robust and actionable insights
• Collaborate with teams who impact the client experience (both directly/indirectly) to ideate on concepts and design solutions to achieve business 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 and evangelize the value of user-centered design
• Reinvent the client experience, leveraging journey maps, deep customer empathy, and data to influence our CX roadmap consisting of people, process and technology solutions

Your experience includes:

• Proven experience in a client-facing environment working independently and in a team-environment, managing multiple projects simultaneously
• 2+ years working in a role focused on CX/customer/employee strategy, UX, 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 verbal & written communication and interpersonal skills, with the ability to build relationships, command a room (both in person and virtually) and inspire and influence partners and executives
• Demonstrated ability to adapt, manage ambiguity and apply problem-solving skills
• Planning and leading research activities such as interviews, group sessions, focus groups, surveys, and usability sessions
• Strong project management skills and ability to multi-task in a fast-paced environment
• Proven collaborator in a cross-functional Agile team environment

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.

Our hybrid work pilot

BlackRock's current hybrid work pilot is designed to help you experience the best of both worlds: the opportunity to connect with colleagues in person and the flexibility to work remotely, with greater time to focus on what's important to you. In line with local health guidance and regulations, employees are generally expected to work 3 days in the office and 2 days from home (on average) each week. For some business groups, more time may be required in the office, while greater flexibility may be in place for others. Our "One BlackRock" culture means you'll be supported to collaborate with your new colleagues while bringing your full self to work - wherever you are.

The health, safety and well-being of our people will always be our top priorities; we will continue to monitor local conditions and health advisories in making decisions about our work environments.

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.