Janus Henderson Investors Global Head of Client Experience (CX) in Denver, Colorado
We are a leading independent global asset manager, dedicated to delivering the best outcomes for our clients through a highly diversified range of actively-managed products. We are truly global, supporting our individual and institutional investors across a range of products, encompassing equities, fixed income, multi-asset and alternatives. Our high-energy and collaborative culture at Janus Henderson helps our client achieve their goals and ensures that our people love the place they work.
Overview of the role
In this role, you will be required to engage the organization in managing client and customer relationships to drive targeted business outcomes (retention, acquisition, efficiencies). This involves creating a persistent focus on the client and customer in the actions the company takes as well as serving alongside the executive committee to design and build new programs and systems to improve the client experience. You will drive the organization to work together for optimum, differentiated client and customer experience delivery and support leaders in their role as cultural change agents in the transformation journey. You will drive a commercial focus and lens for delivering business impact and provide a single vision of the client across all methods of contact.
Duties and responsibilities
As a change agent inside the company, you will perform four specific functions:
Establishes metrics for defining the relationship with clients and customers. Partners with finance, marketing, business intelligence, and operations for metrics, insights, and issue trending. Requires engagement and alignment with all functions and all levels of leadership.
Establishes measurement strategy and architecture (managing clients as an asset, Voice of Client competency development (qual & quant), united platform for understanding and taking action.
Influences cross-company agreement on how to deliver greatest value to clients and customers.
Define what clients value – how to determine the differentiating experience to be delivered along with business rationale
Identify and recommend where investment decisions should be made
Create a common language set and definitions for the customer experience
In partnership with executive committee and key leaders, drives accountability through cross-company data and metrics.
Facilitates the development of the accountability action chain, establishing the approach for implementation
Work with leaders to identify baseline metrics; drive tracking and reporting
Lead accountability forums for strategy execution
Work with leaders on messages, reinforcing, recommendations for driving the culture change forward
Clarifies a common approach and process for driving work across the organization in partnership with cross-functional leadership
Identify operational accountability cross-functional alliances
Facilitate working together across silos
Instill the discipline of process change and change management into the organization
Technical skills and qualifications
10+ years of experience within the asset management or financial services industry
Experience in leading teams, especially large cross-functional program teams to delivery objectives
Experience is developing and implementation of strategy. Demonstrated success in driving business strategy to deliver business outcomes
Graduate, Postgraduate or professional qualification preferred (CFA, FIA/FFA qualified or equivalent)
Exceptional influence, alignment, and communication skills
Ability to drive recommendations under ambiguity and minimal structure, and quickly build consensus with senior level stakeholders
Ability to travel as necessary
In addition to putting clients first, acting like an owner, and succeeding as a team, the competencies for this role include:
Leading change, change management
Communicating and building coalitions
Exercising business judgement
Ongoing competence in the role to be assessed, in line with applicable regulatory requirements, by:
Annual performance appraisal
Completion of all assigned compliance training
At a minimum the role will require you to:
Place the interest of Janus Henderson’s Clients first, act in accordance with TCF (Treating Customers Fairly) principles
Understand and follow laws and regulations applicable for your role, seeking the help of your supervising manager or Compliance if additional guidance is required
Understand and abide by all Janus Henderson policies applicable to your role, and seek support/guidance of the policy owner guidance when required
You are ultimately accountable for your actions and responsible for seeking further information on any or all of the above as necessary
Janus Henderson (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 at its sole discretion).
All applicants must be willing to comply with the provisions of Janus Henderson 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 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.