Senior Analyst, Client Experience

LPL Financial • NJ

69d • $70,013 - $116,688

About The Position

The Sr. Analyst, Client Experience will support the strategy and implementation of end investor experience programs for LPL Wealth Advisors Group (Wealth AG), a fast-growing business providing comprehensive financial advice, guidance, planning, and service to end investors from Advisors who are based in centralized Home Office and field locations. The end-investor experience is paramount to the success of the business, and the Sr. Analyst role will help support design and execution of a comprehensive investor experience. This includes all client experience programs, supporting client deepening efforts, supporting the Wealth AG digital presence, and helping create and deliver segmented outreach tailored for the end investors that Wealth AG serves. Additionally, this individual will work with the broader Wealth AG Team, supporting execution related to all Wealth AG projects and initiatives to transform and grow the business. This Sr. Analyst will report into the VP (VP, LPL Wealth Advisors Group Client Experience and Platform Innovation) and be part of a team that continuously works to elevate the investor experience across all touchpoints.

Requirements

• Bachelor’s degree, or additional experience in lieu of education.
• 4+ years' professional experience.
• 2+ years' experience working on client experience & marketing design.
• Minimum 1 year of financial services industry experience.
• High proficiency with the Microsoft Office product suite: Excel – advanced, PowerPoint – advanced.
• Experience with Salesforce as a CRM and its reporting capabilities.

Nice To Haves

• A client-centric mind-set and commitment to identifying opportunities to continually improve the end-to-end client experience.
• Excellent presentation and communication skills.
• Sharp analytical skills and intellectual curiosity.
• Ability to find creative solutions for project execution and data challenges.
• Strong teamwork and experience collaborating with individuals across lines of business, functional areas, and different levels of an organization.
• Action orientation, willingness to take the initiative, and a desire to roll-up sleeves and dig into the depths of the business.
• A commitment to constant self-improvement and a willingness to be coached.
• Comfort wearing 'multiple hats' in a startup environment, where responsibilities frequently extend beyond defined roles.
• Grace under pressure and a positive attitude.
• Ability to support multiple initiatives at once in a fast paced, fun, high energy culture.

Responsibilities

• Support design and implementation of a consistent end investor experience that combines Advisor interactions with innovative marketing and digital capabilities.
• Partner with VP and AVPs on strategic initiatives, developing and executing client experience strategies across multiple channels.
• Execute unique experiences for clients that go above-and-beyond the standard.
• Build advisor and business resources, create content and collateral including newsletters, mailings, sales campaigns and digital content.
• Design and execute marketing, client resources, and engaging communication tactics.
• Maintain key tech resources to support execution of segmented client strategies.
• Partner with Legal, Risk and Supervision partners for guidance and approvals on content and strategy.
• Conduct research to find out more about customer behavior and preferences.
• Develop and execute measurement tools on a weekly basis (e.g. digital engagement metrics, operational metrics, NPS) to consistently evaluate effectiveness of our client experience.
• Manage projects that will deliver improvements to investor or advisor experience.

Benefits

• 401K matching
• Health benefits
• Employee stock options
• Paid time off
• Volunteer time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees