• CIMD - Marcus by Goldman Sachs – Customer Experience – Associate/Vice President – Richardson, TX/ Draper, UT

    Location(s) US-TX-Dallas | US-UT-Draper
    Job ID
    2019-52566
    Schedule Type
    Full Time
    Level
    Associate, Vice President/Executive Director
    Function(s)
    Consumer Banking
    Region
    Americas
    Division
    Consumer and Investment Management Division
    Business Unit
    Non-Specialists
    Employment Type
    Employee
  • MORE ABOUT THIS JOB

    CONSUMER AND INVESTMENT MANAGEMENT DIVISION (CIMD)

    The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.

     

    CONSUMER

    Consumer, externally known as Marcus by Goldman Sachs, is comprised of the firm’s digitally-led consumer businesses, which include our deposits and lending businesses, as well as our personal financial management app, Clarity Money. Consumer combines the strength and heritage of a 150-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. Through the use of machine learning and intuitive design, we provide customers with powerful tools that are grounded in value, transparency and simplicity to help them make smarter decisions about their money.

    RESPONSIBILITIES AND QUALIFICATIONS

    YOUR IMPACT

    You will be a key driver our customer first agenda. Your insights and actions will shape how we approach customer experience in our everyday customer interactions. We are looking to understand what our customers think of our servicing capabilities and for that we need a change agent who can help guide us on our journey. You will lay down how we engage with our customers to gather feedback and action on that feedback, thinking back from the customer mindset. You will drive our customer experience measurement mechanisms and shine the light on key areas of opportunities.

     

    YOUR RESPONSIBILITIES

    • Stand up customer experience measurement mechanism
    • Ensure high customer participation rates
    • Socialize feedback and themes from survey results with key stakeholders
    • Partner with key areas like operations, technology, product etc. to drive improvements to ultimately enhance customer experience
    • Perform Industry benchmarking research to calibrate areas of opportunities

     

    Basic Qualifications

    • Bachelor’s degree or equivalent military experience
    • Demonstrated analytical skills and techniques within a corporate environment
    • Experience in Customer Experience measurement mechanisms & vendors
    • Experience developing action plans to improve business processes utilizing Customer experience survey data & insights
    • Ability to handle multiple projects and deadlines without sacrificing professionalism
    • The ability to build and maintain relationships while leading business critical projects
    • Strong judgment and comfort with ambiguity
    • Strong PC skills required (Excel, Access, PowerPoint, Word)
    • Competitive spirit with the ability to lead and motivate a team

     

    Preferred Qualifications

    • Master’s degree in Business, or similar area of study
    • Experience with Business Analytics, Modeling, metrics and reporting at a financial services company

    ABOUT GOLDMAN SACHS

    The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

    © The Goldman Sachs Group, Inc., 2019. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.