Who we are looking for: The Client Experience (NPS) Program is the initiative used by State Street to monitor and action feedback from our strategic clients. A priority for the organisation's Management Committee (MC) and a Key Performance Indicator for State Street executives globally, this Program represents a new way of working that uses structured action planning to improve the experience for our clients and partners.
We are looking for an Officer to join State Street's Client Experience team within Global Marketing. The position will be based in one of State Street's offices in Poland (Krakow or Gdansk).
The successful candidate will work with Client Experience team members to manage the expanding Program, driving organizational change and leading new market research initiatives to enhance a client-centric agenda. A proactive team player with a can-do attitude, an analytical mindset and strong communication skills will be ideal for this role.
What you will be responsible for:
Support the management of the global Client Experience (CX) Program - based on the Net Promoter System® methodology - across existing streams and assist with institutionalization of the Program;
In coordination with external vendors, lead the development of new initiatives within the Client Experience Program framework including Client Journey Mapping (CJM);
Manage key activities at all stages of the CX Program, including database and timeline management, reporting and analysis;
Generate and present CX Program insights to senior executives and assist in the coordination of activities to address the highest priority client feedback;
Field general enquiries from internal stakeholders and engage with suppliers and vendors;
Assist with budget management including coordinating payment and tracking of invoices;
Provide ad-hoc marketing support to the broader Marketing and Client Experience teams where necessary.
What we value:
Strong organizational, presentation and time management skills;
Proficiency with PowerPoint, Excel, Word and Office;
Excellent written and spoken English - additional languages welcome;
Pro-active and a team player;
Flexibility and willingness to participate in all types of marketing projects;
Previous experience with SalesForce, Qualtrics and any statistics package (R, Q, SPSS, etc) a plus;
Education & Preferred Qualifications::
Degree in Marketing, Finance, Business Administration or a numerate discipline would be preferred;
2 - 3 years of relevant experience, including Customer Experience, Marketing, Transformation or market research functions (either in-house or agency);
Experience in market research techniques (either quantitative or qualitative) preferred but not mandatory.
Employee savings plan;
Premium life insurance package;
VIP medical package;
International operating environment;
Soft skills trainings;
Development sessions with a mentor;
Diversity of opportunities across a range of challenging and highly complex activities;
Technical or leadership career pathway.
About State Street
What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You'll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer. Discover more at StateStreet.com/careers.