Are you ready to make an impact at DTCC?
Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.
The Chief Client Office (CCO) is focused on providing a consistent Client Experience across all business lines and geographies, enabling enhanced Client Satisfaction, Revenue Growth and Business Line Success. The CCO function includes Sales, Partners, Relationship Management, Integration, Marketing & Communications and Sales Analytics & Operations.
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Pay and Benefits:
- Competitive compensation, including base pay and annual incentive
- Comprehensive health and life insurance and well-being benefits, based on location
- Pension / Retirement benefits
- Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
- DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).
The Impact you will have in this role:
The Client Data Lead, Executive Director, within the Chief Client Office is a senior strategic role responsible for leading the organization's approach to understanding, anticipating, and responding to the needs of clients through data, research, analysis and engagement. This role drives a client-centered intelligence function that leverages multi-faceted client engagement approach and emergent technologies to derive client insights, shape client strategy, and build tools to enhance services and continuously improve the client experience. The role combines advanced analytics, qualitative insight, tooling and cross-functional engagement to ensure the organization designs and delivers services that are deeply informed by the people it serves.
Your Primary Responsibilities:
- Lead the development and implementation of the client data strategy in partnership with key partners across the organization, including inflight initiatives and enterprise platform and data delivery teams.
- Serve as a key advisor to the CCO leadership team and the boarder organization providing client intelligence that informs strategic decision making and ultimately client interactions
- Oversee the collection, integration, and analysis of client data and feedback from multiple sources, including surveys, usage data and engagement platforms.
- Identify emerging client needs, trends, and systemic gaps, translating insights into strategic opportunities for service improvements
- Envision and implement tools and metrics for client facing teams to continually inform on client health, experience and overall business targets.
- Integrate emerging technologies, such as generative AI chat capabilities, to enhance client intelligence and product adoption.
- Identify opportunities to streamline and automate the CRM workflow, ultimately optimize the sales process.
- Driving the definition and implementation of a simplified client feedback architecture, with strategic and operational feedback federated to the relevant owners and actioned as appropriate
- Design and roll out a redefined Voice of the Customer exercise with our key clients to gain key strategic feedback about the broader enterprise
- Fosters a risk management culture through implementation and demonstration of processes and procedures which identify and mitigate risk
Qualifications:
- Minimum of 15 years of related experience
- Bachelor's degree preferred or equivalent experience
Talents Needed for Success:
- Strong track record of using data and intelligence to drive client-centered transformation
- Advanced skills in data analytics, user research, and strategic synthesis of qualitative and quantitative insights
- Ability to collaborate with cross-functional teams and drive data-driven decision-making.
The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.