Job Description
Job Title: Senior Analyst - Client Experience Job ID: 100023
Location:
Full/Part Time: Full-Time
Regular/Temporary: Regular
Manager level: Second Level Professional
TD Ameritrade Institutional is a leading provider of comprehensive brokerage and custody services to more than 4,000 fee-based, Independent Registered Investment Advisors (RIAs) and their clients. Our advanced technology platform, coupled with personal support from our dedicated service teams, allows investment advisors to run their practices more efficiently and effectively, while optimizing time with clients.
TD Ameritrade Institutional provides a robust offering of products, programs and services. These services are all designed to help advisors build their businesses. Additionally, TD Ameritrade Institutional provides custody, clearing, and other services to third-party administrators and corporations through our Corporate Services & Trust division.
Role:
The Institutional Business Planning & Analytics team is the internal strategy group for TD Ameritrade’s Institutional business (Advisor Services, Corporate Services, and Retirement Plan Solutions). As the functional lead of the newly-created Client Experience group, the Senior Analyst will build a centralized view of client interactions with TD Ameritrade Institutional and have full autonomy to assess client touch points by collaboratively working with business partners as well as champion initiatives that will improve the client experience. Partnering with subject matter experts and members of the leadership team, the Senior Analyst will support a cross-functional team to assess and prioritize initiatives that influence the client experience vision, tactics, and metrics.
Responsibilities:
- Partner with the Institutional business to analyze and enhance client engagement and bring about sustained improvement in service and engagement levels
- Develop a comprehensive mapping of client touch points within all channels
- Identify and analyze patterns in client interaction, engagement, and concerns/dissatisfiers
- Create listening posts that engage front-line Associates, capture client sentiment, and survey external advisor
- Consult with business partners to recommend, design and prioritize improvements and enhancements to the client experience
- Drive development of research projects to address TD Ameritrade Institutional's key client experience needs based on industry and competitive intelligence insights
- Provide fact-based analysis and strategic advisory to influence acquisitions, partnerships, new product development, and enhance client experience
- Create alignment between client experience results and business drivers
- Provide means of evaluating and tracking performance against targets
- Manage tracking and reporting of service levels, exceptions, and impact to clients
- Drive the success of a cross-functional Client Experience team of subject matter experts and business leaders
- Develop proposed solutions for client experience issues and opportunities
- Provide ad hoc and ongoing decision support to senior management by engaging in data analysis and research and support strategic objectives of business through proactive evaluation of marketplace and industry trends
- Identify, analyze, and provide insights to competitive advantages/gaps in client experience (product development, service and pricing opportunities, changes in market share, and business drivers)
- Structure and effectively communicate TDA Institutional story and action plans through senior management presentations
- Define targets and metrics for optimized client experience
- Develop metrics and results that shows the connection between client satisfaction and business drivers
- Provide ongoing inputs to serve as the voice of the client experience for the business’s living strategic plan
Requirements:
- Bachelor's degree, preferably with some coursework in business, economics, or statistics
- 5 years work-related experience or equivalent
- Strong preference for experience with strategic analysis, business analysis, financial planning & analysis, or consulting capacity
- Demonstrated knowledge of the financial services industry with a preferred emphasis on the advisor channel and related products & services
- Superior analytical skills with the desire to learn
- Familiarity with statistical methods and survey management
- Proven experience identifying actionable opportunities and yielding business results
- Ability to structure meetings and conversation to derive meaningful insights and information
- Strong leadership skills with ability to achieve results by working through others
- Attention to and appreciation for detail with proven ability to manage several work streams/projects concurrently and deliver quality outcomes within short timeframes
- Ability to exercise good judgment with a high standard of integrity
- Proven creativity and resourcefulness in uncovering sources for secondary data
- Effective self-starter that drives change
- Excellent written and oral communication skills
- Proficiency in Microsoft Excel and PowerPoint required
- Knowledge of Salesforce CRM and Microsoft SharePoint are a plus
- Minimal travel may be required
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TD Ameritrade is an Equal Opportunity Employer. We value diversity and offer a quality workplace.
TD Ameritrade Institutional, Division of TD Ameritrade, Inc., member FINRA/SIPC/NFA. TD Ameritrade is a trademark jointly owned by TD Ameritrade IP Company and The Toronto-Dominion Bank. Used with permission.