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Regular or Temporary:
Regular
Language Fluency: English (Required)
Work Shift:
1st shift (United States of America)
Please review the following job description:
This role will focus on designing and supporting client experience and loyalty initiatives, drawing clear connections between experience, satisfaction, and loyalty. Will establish and promote client loyalty drivers and process improvements across stakeholder groups. Analyze client and advisor feedback, prioritize and address chronic client and advisor pain points. Consult with sales and service leaders to share feedback and create plans to address gaps and amplify successes. Manage complex cross enterprise programs requiring extensive business and industry knowledge across multiple disciplines.
Job Description
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
• Responsible for sharing client feedback findings and recommendations with senior leadership to influence decision-making.
• Design client and advisor journeys and key processes. Facilitate sales and process enablement for advisors and wealth teammates.
• Conduct complex business analysis and research, categorize findings, and clearly and creatively articulate results and recommendations. Determine key constituencies, and derive action plans based on findings.
• Manage multiple priorities.
• Serve as a business liaison and interact with key stakeholders and partners across multiple channels (e.g., clients, advisors, corporate communications, service and product experts, marketing, legal, compliance, risk, data, HR, etc.) to drive optimal outcomes.
• Leverage client and advisor feedback mechanisms (Voice of Client, Competitive Benchmark, Complaints, and Advisor Council) and subject matter expertise to define experiences and implement process improvements with key stakeholders.
• Map key processes and procedures requiring expert business knowledge, including, but not limited to: escalation processes, experience enablement, systems/data, client journeys, and teammate readiness.
• Improve and augment Truist Wealth approach to create and champion industry-leading experiences across business units.
• Create clear, concise communications for multiple audiences, including leadership and teammates.
• Liaise with cross functional partners on multi-disciplinary programs.
QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Bachelor’s degree and work-related experience.
• Excels in problem-solving, developing and maintaining partnerships, strategic/critical thinking, communications, persuasion, coaching, and negotiation.
• Expert analysis abilities and excellent communication, storytelling and presentation skills.
• Demonstrated proficiency in computer applications, including all Microsoft Office software products
Preferred Qualifications:
• Supplemental education or certifications (MBA, PMP, etc.)
• Supplemental computer knowledge (Access, MS Project)
• 10+ years in financial services, wealth management knowledge preferred
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.
Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.
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