Senior Vice President, Client Experience

Senior Vice President, Client Experience

New York, United States

About Citco

Citco is a global leader in fund services, corporate governance and related asset services with staff across 50 office locations worldwide. With more than $1.8 trillion in assets under administration, we deliver end-to-end solutions and exceptional service to meet our clients’ needs.

For more information about Citco, please visit www.citco.com

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.

As a core member of our Client Experience team, you will be working with some of the industry’s most accomplished professionals to deliver award-winning services for complex fund structures that our clients can depend upon.

The newly formed Client Experience team is responsible for developing and collaboratively implementing our comprehensive strategy to continually enhance Citco’s client capabilities. Leading with a human-centered design mindset and a native-digital approach, these capabilities drive and enable Citco to design and deliver a positive and seamless client experience tailored for all clients across all touchpoints. The CX team works collaboratively across all global lines of business, partnering with business leaders and clients to identify needs, solutions and value creation opportunities for stakeholders.

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.

• 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 customer 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 customer experience roadmap for management and continuously update as internal capabilities increase and external expectations evolve, deploying journeys & programs to help drive business value with customers, customer goal achievement, new features and new use cases
• Represent the voice of the customer 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 customer experience initiatives including championing the systematic collection and application of customer 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

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

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 recognize diversity as a source of organizational pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the people we hire, and the culture we create in our organization.

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