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Client Experience Director

4 months ago

Denver, United States UBS Full time

Your role

Are you passionate about ensuring every UBS client receives a premium level of service? Are you passionate about representing the voice of our Financial Advisors and their teams to make it easier to do business to enable a seamless service experience?

We are looking for a Director of Client Experience for our Wealth Management USA Client Experience Organization to:

* represent the voice of the field and own the Client Service experience for one of 20 geographical markets to drive front to back engagement with Market Leadership teams including Financial Advisors to make it easier to do business.
* represent each US Wealth Management market on behalf of the Client Experience Organization providing the local lens on all service-related pain-points and opportunities
* drive consistent communication and education across Market Leadership teams and the WM USA Client Experience Organization while acting as an intermediary between the Field and Home Office internal aligned partners. Educate Market Leadership teams, Financial Advisors and other key stakeholders within the market on relevant and impactful service-related tools and process enhancements.
* partner with Home Office Wealth Management USA internal teams to navigate and drive proactive resolution of client service issues and oversee escalations from within the market with timeliness, transparency and efficiency while driving consistent communication across key stakeholders and providing thought leadership for key issues and trends. Partner with key stakeholder groups including Digital Specialists, Operations, Processing Center, Product teams, Legal, Compliance, Market Service Managers and other service teams.
* own Market metrics dashboard to determine trends and opportunities to elevate the service experience within your market. Identify strategies and opportunities within the market you represent where field education, digital adoption, training, overall service adoption can be improved to ensure our internal aligned teams are trained, committed and empowered to deliver a high level of service to our clients and Financial Advisors to drive continuous improvement.
* act as an ambassador for the WMA USA Client Experience organization to drive empowerment, ownership and accountability and a service culture that puts the client at the center of how we operate to transform our client experience.
* partner with Client Experience Directors across other geographical markets within Wealth Management USA to drive synergies and alignment in key governance forums to build relationships and share client experience servicing best practices.
* drive special projects as well as ad-hoc requests related to transforming our client experience for our Financial Advisors and their teams working with internal partners and field management teams.

Join us

At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.

From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we're more than ourselves. Ready to be part of #teamUBS and make an impact?

Your expertise

* ideally 10 + years of experience in the financial industry and preferably internally within UBS and UBS Wealth Management
* have an ownership, relationship building mindset and the ability to proactively navigate the organization across Market leadership teams and home office stakeholders to deliver pragmatic solutions and drive an exceptional service culture.
* experience working with Financial Advisors and field leadership and knowledge of Wealth Management, policies, procedures and operational processes
* excellent communication, relationship and stakeholder management skills with ability to be bridge and improve engagement across field and home office leadership teams.
* ability to multi-task, prioritize accordingly and have exemplary problem-solving skills and desire to elevate the client experience for our Financial Advisors and their teams.
* LI-UBS

About us

UBS is the world's largest and the only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors..

We have a presence in all major financial centers in more than 50 countries.