• CIMD - Marcus by Goldman Sachs - Customer Experience Strategist - Draper, UT role

    Location(s) US-UT-Draper
    Job ID
    2019-54389
    Schedule Type
    Full Time
    Level
    Associate
    Function(s)
    Consumer Banking
    Region
    Americas
    Division
    Consumer and Investment Management Division
    Business Unit
    US Deposits Delivery
    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.

     

    Your Impact

    Are you passionate about operations, leadership, and using digital tools to provide solutions and excellent customer service to consumers? We're looking for a professional to lead our Customer Experience Strategy.  This individual will partner with groups like Operations, Marketing, Legal, Compliance, Brand, to ensure we deliver innovative experiences for our customers and develop processes that empower our Specialists to deliver on our brand promise to provide value, transparency, and simplicity to our customers.

     

    Our Impact

    Our team of critical thinkers partners with groups in all areas of the firm to lead teams, manage processes, and improve digital tools. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, team members play a vital role in upholding key Operations principles of client focus, process innovation, as well as compliance and risk management.

    RESPONSIBILITIES AND QUALIFICATIONS

    JOB SUMMARY & RESPONSIBILITIES

     

    • Participate in Marcus US Deposits cross-functional project meetings (new products and features, enhancements, new processes, etc), representing the Contact Center, ensuring the Customer and Specialist experience are incorporated, and preparing Contact Center Leadership and Specialists for the implementation of the change.
    • Analyze data to recognize trends and make improvement recommendations and partner with other cross functional teams to implement solutions.
    • Provide development plan for operations teams devising learning curves of expected core competencies after new hire training and new initiative launches especially as it relates to the Customer Experience.
    • Lead call listening sessions across the organization to share and help improve the Customer and Specialists experience.

     

    BASIC QUALIFICATIONS

    • Associates or Bachelor’s degree or equivalent work or military experience
    • Strong understanding of customer service experience, change management, and Contact Center Operations
    • Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment

     

    PREFERRED QUALIFICATIONS

    • Bachelor’s degree or equivalent military experience

    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.