CIMD - Marcus by Goldman Sachs - Customer Experience Strategy - Analyst - NYC

Location(s) US-NY-New York
Job ID
2020-62020
Schedule Type
Full Time
Level
Analyst
Function(s)
General
Region
Americas
Division
Consumer and Investment Management Division
Business Unit
DigFin Project Digital Product
Employment Type
Employee

MORE ABOUT THIS JOB

CONSUMER (MARCUS BY GOLDMAN SACHS)

 

Marcus by Goldman Sachs is the firm’s consumer business, combining the entrepreneurial spirit of a startup with 150 years of experience. Today, Marcus has $50 billion in deposits, $5 billion in loan balances and 4 million customers across our lending and deposits businesses, as well as the personal financial management app, Clarity Money. Through the use of insights and intuitive design, we provide customers with powerful tools and products that are grounded in value, transparency and simplicity. We are backed by our unique team, comprised of individual contributors from leading agile technology companies, fintechs and consumer financial services companies, allowing us to disrupt the industry, while helping consumers take control of their financial lives.

RESPONSIBILITIES AND QUALIFICATIONS

THE ROLE:

 

The Goldman Sachs Credit Card business is seeking an energetic and analytically-minded Customer Experience Strategy Analyst.  In this role you'll apply your strong communication skills and analytical background to create the best experiences for our customers. 

 

You and your teammates will be the owners of our customer experience goals. You'll uncover and share insights and opportunities about the moments that matter. Your analysis will join qualitative customer feedback with customer events and behaviors in the portfolio at large. And you'll shine a light on the impact that key events and experiences have on our customers and on our business.

 

To reach your CX objectives you will collaborate with stakeholders across Product, Risk Management, Operations and external teams. Strong communication skills are a must to establish rapport, influence and trust with senior decision makers.  Success in this role will also heavily depend on the ability to think both critically and creatively.  Mastery of analytical principles, a penchant for working with data, and a desire to understand customer behavior through both qualitative and quantitative means is key.

 

In this role, you will join a team operating at a fast pace in a rapidly-growing business, devoted to crafting a superior customer experience. This is a fantastic opportunity to make an! impact.

 

RESPONSIBILITIES:

  • Analyze verbatim and market research to identify needs grounded in customer feedback    
  • Facilitate focus groups and side-by-sides with contact center agents for insights and trends
  • Drive cross-functional post-mortems to diagnose the root causes of customer escalations
  • Partner with analytical teams to create voice of customer reports and recommendations
  • Develop PowerPoint presentations to educate executives and employees about customer expectations, realities, moments of truth, goals and core experience principles
  • Coordinate the various teams connected to customer experience data sets to minimize data silos and produce well-rounded customer insights 

QUALIFICATIONS:

  • 3+ years of experience in CX roles (e.g. customer service, customer strategy, product management, process improvement, human-centered design)
  • High emotional intelligence, known for patience and empathy; exhibits deep care for customers, agents and stakeholders
  • Knowledge of credit card landscape and benchmarks with a strong desire to innovate
  • A real talent for verbal and written communication and storytelling
  • Ability to draw the right conclusions and hone in on key insights to improve the current experience and predict future needs
  • Prior experience working with customer data in card industry (e.g. JD Power, NPS, CSAT)
  • Strongly preferred: experience with user research, behavioral psychology, contact centers 

ABOUT GOLDMAN SACHS

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.

 

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html



© The Goldman Sachs Group, Inc., 2020. All rights reserved.
Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity