Client and Advisor Experience Manager (Remote) - Immediate Hiring
Thrivent
2021-11-07T09:18:08Z
Appleton
Wisconsin
United States
Customer Service / Call Center
(No Timezone Provided)
Summary
We exist to help people achieve financial clarity. At Thrivent, we believe money is a tool, not a goal. Driven by a higher purpose at our core, we are committed to providing financial advice, investments, insurance, banking and generosity programs to help people make the most of all they’ve been given.
At our heart, we are a membership-owned fraternal organization, as well as a holistic financial services organization, dedicated to serving the unique needs of our clients. We focus on their goals and priorities, guiding them toward financial choices that will help them live the life they want today—and tomorrow.
The Client and Advisor Experience Manager is responsible for the end-to-end Advice journey for specific Client segments (Retired, pre-retired, young family) and the Advisors who serve them. They will work to define the strategic experience roadmap. They will collaborate with the Advice Playbook owner and Strategy Leader to adapt the Playbook where needed. This role will also collaborate directly with the Field to integrate Playbook changes into Advisor work. For insight on Client experience, they will work closely with the Marketing team. When needed, the person in this role will communicate tech requirements to relevant teams. This position will play a central role in shaping the Advice experience and the Thrivent brand for the Field and for Clients.
Job Description
DUTIES & RESPONSIBILITIES:
Own the Client and Advisor Advice Experience for given segments (Retired, pre-retired, young family), shaping the strategic vision and roadmap Operate as an expert in given market segment and keep informed on needs and trends of the Client by working with Marketing Identify new capabilities needed to enable additions or changes to journey Collaborate directly with the Playbook leader to make addition or adaptations to the Playbook Work with the Advice Program and Content Development team to understand the latest methodology and collaborate with Field Leaders to understand the Advice journey on the ground Cleary communicate tech needs to team, framing the ask in language relevant to product developers Ensure Field is integrating the relevant journeys by working directly with Field Leaders Work closely with other Client and Advisor Experience Managers to guarantee consistent experiences are building shaped for each segment Have deep familiarity of the Thrivent brand and ensure the work being done aligns with the brand Models Thrivent’s leadership competencies – courage, collaboration, and commitment by demonstrating resiliency, working together to make the best decisions, and holding yourself and others accountable. Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients. Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients Collect perspective from the Field, Clients and back-office teams to make decisions on changes to Playbook or capabilities Monitor the effectiveness of Playbook updates and communicate any issues clearly and firmly to responsible teams QUALIFICATIONS & SKILLS:
Bachelor’s degree in Business, Economics, Computer Science or similar field 7-10 years of Financial Services experience, ideally including a combination of experience ranging from life/health insurance, wealth and investment management and fee-based advice platforms. Prior experience designing user journeys and managing Customer Experience Ability to communicate with leaders on the Advice teams and tech facing teams Collaborative leader who can empathize with various perspectives Demonstrable experience in financial planning with expertise in given client segment CFP, ChFC advanced designations preferred
Client and Advisor Experience Manager (Remote) - Immediate Hiring
Customer Service / Call Center
Summary
We exist to help people achieve financial clarity. At Thrivent, we believe money is a tool, not a goal. Driven by a higher purpose at our core, we are committed to providing financial advice, investments, insurance, banking and generosity programs to help people make the most of all they’ve been given.
At our heart, we are a membership-owned fraternal organization, as well as a holistic financial services organization, dedicated to serving the unique needs of our clients. We focus on their goals and priorities, guiding them toward financial choices that will help them live the life they want today—and tomorrow.
The Client and Advisor Experience Manager is responsible for the end-to-end Advice journey for specific Client segments (Retired, pre-retired, young family) and the Advisors who serve them. They will work to define the strategic experience roadmap. They will collaborate with the Advice Playbook owner and Strategy Leader to adapt the Playbook where needed. This role will also collaborate directly with the Field to integrate Playbook changes into Advisor work. For insight on Client experience, they will work closely with the Marketing team. When needed, the person in this role will communicate tech requirements to relevant teams. This position will play a central role in shaping the Advice experience and the Thrivent brand for the Field and for Clients.
Job Description
DUTIES & RESPONSIBILITIES:
Own the Client and Advisor Advice Experience for given segments (Retired, pre-retired, young family), shaping the strategic vision and roadmap Operate as an expert in given market segment and keep informed on needs and trends of the Client by working with Marketing Identify new capabilities needed to enable additions or changes to journey Collaborate directly with the Playbook leader to make addition or adaptations to the Playbook Work with the Advice Program and Content Development team to understand the latest methodology and collaborate with Field Leaders to understand the Advice journey on the ground Cleary communicate tech needs to team, framing the ask in language relevant to product developers Ensure Field is integrating the relevant journeys by working directly with Field Leaders Work closely with other Client and Advisor Experience Managers to guarantee consistent experiences are building shaped for each segment Have deep familiarity of the Thrivent brand and ensure the work being done aligns with the brand Models Thrivent’s leadership competencies – courage, collaboration, and commitment by demonstrating resiliency, working together to make the best decisions, and holding yourself and others accountable. Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients. Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients Collect perspective from the Field, Clients and back-office teams to make decisions on changes to Playbook or capabilities Monitor the effectiveness of Playbook updates and communicate any issues clearly and firmly to responsible teams QUALIFICATIONS & SKILLS:
Bachelor’s degree in Business, Economics, Computer Science or similar field 7-10 years of Financial Services experience, ideally including a combination of experience ranging from life/health insurance, wealth and investment management and fee-based advice platforms. Prior experience designing user journeys and managing Customer Experience Ability to communicate with leaders on the Advice teams and tech facing teams Collaborative leader who can empathize with various perspectives Demonstrable experience in financial planning with expertise in given client segment CFP, ChFC advanced designations preferred