Janus Henderson Investors Head of Client Experience Measurement & Insights in Denver, Colorado
Janus Henderson Global Investors is a leading independent global asset manager, dedicated to delivering the best outcomes for clients through a broad range of actively managed funds.
We provide our institutional, retail and high net-worth individuals with access to skilled investment professionals representing a broad range of asset classes including, equities, fixed income, multi asset and alternatives.
We are a team of independent thinkers who work tirelessly to help our clients achieve their goals – and we do it by fostering an energetic and collaborative culture that ensures our people love the place they work.
Headquartered in London, Janus Henderson is a truly global asset manager with a diverse geographic footprint, managing assets from 27 offices globally and employing more than 2,000 staff.
Overview of the Role
You will be responsible for defining, communicating and implementing global client experience measurement strategy, vision and management processes to drive client experience strategy and focus. You will have a key role leading various partners across the company to achieve the goals defined in the global Client Experience strategy.
Duties and Responsibilities
Develop a measurement framework, strategy, and roadmap to measure client experience, customer experience and influence client experience strategy. Continue to evolve data strategy based on emergence of new technology, new competitors, artificial intelligence and alternative sources of data
Define quantitative models, methodologies, analytical tools and talent required to measure, report, and influence client experience strategies; build robust research methodologies that include formative/qualitative (e.g., ethnographic research, contextual interviews, focus groups) and evaluative/quantitative (e.g., lab sessions, surveys, data science modeling, etc.)
Work closely with all lines of business and internal partners on critical business strategies, making recommendations based on data-driven results and client insights and demonstrating insights for business impact.
Develop critical metrics (NPS, etc.), and dashboards that track client experience performance and provide transparency to the executive team and larger organization. Develop dashboards to provide timely insights and enable employees to improve decisions and optimize work
Ensure actionable insights and evangelization of findings at various levels of the organization to drive client obsession and focus on key business metrics.
Provide client experience measurement and research thought-leadership by dedicatedly identifying and applying new research methodologies and tracking and communicating customer-centric trends and information regarding client behavior, needs and creative experiences.
Evangelize the ‘voice of the client’ and share client insights (direct and from other teams) with the organization (especially product, product marketing, touchpoints, journey owners, etc.). Incorporate market, industry, and bold trends as appropriate.
Drive a consistent global view by translating client insights for multiple audiences to influence business initiatives and outcomes. Ensures cross-pollination of client insights with business intelligence, product strategy, and marketing strategy counterparts.
Developing intellectual capital to document how business is run from a data perspective
Lead third-party research vendors as necessary
Utilizes knowledge, business intelligence, client insights and other data to enable effective executive decision-making.
Assumes additional duties as assigned
- Build and develop a team of client experience measurement analysts.
Technical Skills and Qualifications
Prior experience leading a premier Client Experience Measurement team in Financial Services, specifically Asset Management
10+ years in financial analysis, business intelligence, customer analytics and predictive modeling
Degree in mathematics, business administration, statistics or computer science highly preferable
Strong analytics background
Strategic thinker and innovator with ability to work across segments to support tactical planning and deliver on the objectives of organization
Substantial experience working to support the objectives, products and clients within the Asset Management Industry
Strong collaboration and influence skills to engage leaders across the enterprise and lead change
Comprehensive knowledge client experience measurement and methodologies
Ongoing competence in the role to be assessed by:
Annual Performance Appraisal
Completion of all assigned Compliance training
Working Environment/Physical Activities
PC usage up to 100% of the time.
Office equipment such as telephone, copier, and fax machines, etc.
Cellular phone may be required.
Overtime and weekend hours may be required.
Janus Henderson Investors (including its subsidiaries) will not maintain existing or sponsor new industry registrations or licenses where not supported by an employee’s job functions (as determined by Janus Henderson Investors at its sole discretion).
All applicants must be willing to comply with the provisions of Janus Henderson Investors' Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities. Applicants’ past political contributions or activity may impact applicants’ eligibility for this position. Janus Henderson Investors is an equal opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. All applications are subject to background checks.