SS&C
financial services and healthcare technology
DirectorofClientEngagementandCustomerInsight
“Director of Client Engagement and Customer Insight at SS&C. Skills: Customer journey optimization, Customer contact reduction, World-leading customer experience, Consumer Duty compliance, Vulnerable customer support, Product ownership, Service offering extension. Understand, improve and enhance customer journeys. Reduce unnecessary customer contact”
What You'll Achieve.
Reduce unnecessary customer contact; Ensure the experience is world leading for the customer; Improve experience and product functionality; Ensure all aspects of consumer duty are adhered to; Deliver client sign off/engagement for service initiatives; Address demand for contact with an active plan/roadmap; Ensure fluid working relationships between teams; Ensure appropriate governance and adherence to Consumer Duty regulations; Own the gap analysis plans and actions for FCA publications; Provide support when required at Client audits; Extend service offering where there is a need/requirement; Annotate success of planned improvements through accurate and timely reports; Optimisation of customer interactions using key metrics to highlight opportunities, risks and cost reduction; Highlight the potential and consequently success of planned changes through detailed statistical analysis; Achieve required outcomes through co-operation with other people
Industry & Context.
Creative problem solving; Strategic thinking; Astute commercial awareness used to guide the SMT towards the optimisation of customer interactions using key metrics to highlight opportunities, risks and cost reduction; Produce detailed statistical analysis to highlight the potential and consequently success of planned changes
What They're Looking For.
Must Have
Advanced knowledge of the end to end planning methodologies and client services complex business modelling in dynamic environments, Exceptional numerical skills and strategic thinking with a proven ability to work with the current operational demands whilst adapting to prepare for new business and projects, Pivotal figure in the long term transformation to a multi-channel client services using the latest technologies and industry standard processes, Astute commercial awareness used to guide the SMT towards the optimisation of customer interactions using key metrics to highlight opportunities, risks and cost reduction, Produce detailed statistical analysis to highlight the potential and consequently success of planned changes, Show a passion and desire to take ownership for leading these CJ projects, Quality driven with a pride in delivering excellence, Effective relationships with internal and external clients and their Customers. Being responsive to client needs in a timely and professional manner, Honest and able to admit mistakes and take responsibility for your actions. You do not make excuses or blame others and will say what you think, in a constructive manner. You use judgment and have a consideration for others, Working in co-operation with other people in a way that maximises personal effectiveness, encourages teamwork and achieves the required outcomes, Has a clear understanding of the source of GIDS revenue and costs and takes a commercial approach to all activity, looking for further revenue and challenging costs, Ability to effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of our clients
What You'll Do.
improve and enhance customer journeys
Reduce unnecessary customer contact
Ensure world-leading customer experience
Chair external Client forums
Chair internal customer outcome committee meetings
Attend Quality/Client Forums
Ensure adherence to consumer duty from a governance/service perspective
Update client facing assurance documents
Attend client audits on Consumer Duty and Vulnerable Customers approach
Ensure client sign off/engagement for service initiatives
Understand demand for contact and ensure active plan/roadmap to address
Consultative view of holistic GIDS Client Services processes and design
Chair and associated planning/organisation for the external facing Customer Experience Forum
Chair working groups to support the external forum
Chair Customer Outcome Committee
Business lead for Consumer Duty/Vulnerable Customers
Own gap analysis plans and actions for FCA publications
Provide support at Client audits
Product Owner for specific services
Extend service offering
Understand latest trends in customer journey preference and engagement
Engage and articulate proposed changes to external stakeholders
Seek support and acceptance from external stakeholders
Develop and maintain reporting mechanisms
Creative problem solving
Planning and implementation of change
Comply with regulatory regime
Exercise due care and diligence
Organise and control areas of responsibility
Observe proper standards of market
business and personal conduct
Demonstrate integrity
Respect SS&C approach to client care
Demonstrate due regard to the interests of clients and third parties
How You'll Work.
Team & Collaboration
Work with relevant Client Oversight, Relationship Management Teams, Data Privacy, Global Security and Legal teams; Working in co-operation with other people in a way that maximises personal effectiveness, encourages teamwork and achieves the required outcomes
Communication Scope
Articulate to external stakeholders the changes proposed; Say what you think, in a constructive manner
Process & Methodology
End to end planning methodologies, Planning and implementation of change
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