Job Description

The Private Bank Employee and Client Experience (ECX) team is charged with delivering a first-in-class experience for employees and clients throughout their lifecycle and across channels and touchpoints. We work to ensure a more proactive, coordinated and innovative approach to delivering experiences for our clients and employees. Our organization works closely with the business, service, marketing, technology, digital, product, strategy and solutions teams. The new team member will partner with key stakeholders to identify and manage experience initiatives across the Private Bank. This begins with monitoring key listening posts including the feedback program which is done through Tell Us, and also includes client complaints and client survey programs. The Associate will focus primarily on the internal feedback channels including daily triage of feedback, handling escalations, identifying trending themes and emerging pain points. The team member will work closely with senior leaders to action these pain points and ensure that as a business we are striving to close these gaps. Additional duties include weekly, quarterly and ad-hoc reporting to all audiences (senior management, product partners, bankers, etc.). The Assoc will also help bridge across the different internal and external listening posts, thereby ensuring they have the opportunity to work with existing members of the team. This role will allow the new team member to learn about the business and all its products and services, meet with Bankers and Advisors, discuss with the USPB management team and other senior leaders, thereby allowing the candidate to learn about the business and expand their network. This role will leverage influencing and communication skills to get buy-in from both product owners and senior management. Lastly, they will get a chance to lead short- and long-term projects to uplift the employee and client experience. The successful candidate will be client and outcome-focused with a practical orientation todeveloping and maintaining an innovation mindset, and have a style that fosters teamwork and collaboration with all types of stakeholders and partners. Candidates should have excellent written and oral communication skills, strong interpersonal skills, great attention to detail, and outstanding analytical and research skills, as well as a passion for improving experiences and fixing broken processes. Execution is also a critical component of the role. Prior management of team members either directly or indirectly is preferred. Responsibilities: Manage end to end internal feedback process for certain topics including triaging and responding to feedback with the help of subject matter experts; escalate and triage emerging themes Building relationships and working with cross-functional teams to fix pain points, shape roadmaps, and collaborate on initiatives Manage various projects that will improve the employee and client experiences Develop internal and external communications including periodic team reporting Qualifications: Bachelor's degree or higher 4-5 years of experience; wealth management experience preferred but not required Expert in Excel, PowerPoint and Word; proficiency in Jira a major plus Exceptional attention to detail and organizational skills Quick and proactive learner who exhibits ownership, creativity, and curiosity Ability to take complicated processes and explain them in a simple, intuitive fashion Ability to influence partners at all levels

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