Director - Client Experience (CX) Journey Owner

Edward Jones Career Opportunity

Want a meaningful career where you can make a difference? Edward Jones sounds perfect for you. Collaboration. Autonomy. Opportunity. Words our headquarters associates use when talking about working at Edward Jones. Words that describe what it's like being part of a firm where everyone is aligned toward a singular focus : serving the client. And everyone is working to make the firm better together - as they grow as individuals. If these words resonate with you, we should talk.

Job Overview

Position Schedule : Full-Time

Opportunity Overview

Leads and drives strategy, planning, and execution for key, identified experience journeys that are critical to the success of Edward Jones firm ambition. Accountable for performance and success of key firm portfolio of client experiences. Provides strategic direction to full cross functional organization who play a key role in helping to develop the current and future-state client experience and enabling the firm to be Experience First. Directly leads, and / or provide consultation and / or oversight to division and firm projects, exercising strong critical thinking applying experience practices, driving decision making in the name of delivering the best experiences possible. Identifies vision for future state of key EJ experiences that will serve as competitive differentiation. Directly leads leaders and the teams responsible for establishing Experience practices and driving firm adoption of those practices.

What You'll Do

• Develop and implement highly complex strategies and practices to improve client experience strategy, practices, measures and outcomes for critical experience journeys.
• Provide clarity to the firm on what it means to be Experience First by leading the teams building the Experience First mindsets and toolsets that can be applied to a variety of situations.
• Collaborate with and influence senior leaders at the highest level of the firm, including Leadership Forums, to achieve experienced based enterprise, functional and business segment objectives, align work and resources.
• Champion responsibility-based management to enable leaders to build high performing, diverse and inclusive teams. Lead leader and associate development and career pathing.
• Champion the voice of the client / branch team and experience measures to senior leaders articulating the outcomes to be achieved by investing in those areas.
• Thrives in ambiguity, bringing clarity of direction, processes or tools to establish and achieve outcomes.
• Empower team members to resolve issues through clarity on their accountability. Investigate and resolve escalations with varying and high degrees of complexity and impact
• Provide thought leadership and strategic direction for divisional and firm level initiatives, to align with firm objectives and strategies, creating business cases to gain buy-in and advocacy for the experience.
• Assessing the depth and breadth of capabilities available and bringing together the optimal set to achieve the goal.
• Deep understanding of business strategy, experience strategy and knowledge / ability to deliver programs that support business initiatives and drive desired action.

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts : health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program.

Hiring Minimum : $168500 Hiring Maximum : $286900

Skills / Requirements

What You'll Need

About Us

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500 company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns. Behind everything we do is our purpose : We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging. People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.