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Analyst II, Client Experience

Quick Facts

St Louis, Missouri, Jersey City, New Jersey, Omaha, Nebraska, Southlake, Texas ID# 2018-21716 Regular Full-Time First Level Professional

Role:

This role will partner with our external vendor and internal teams to assist in providing insights pertaining to client experience. Role will outline business requirements and work with internal team members to translate into technical requirements to execute against as well as maintain ongoing stability of CX platforms.  Develop and maintain accurate documentation for all process flows related to alerts, survey fielding, reporting and insights delivery, coding and data flows.  Quality assurance will be a main aspect of this role, ensuring ongoing operations are running effectively and efficiently from design through final analysis.

Responsibilities:

  • Ensure data files are sent to the vendor in a timely manner.
  • Updates data extraction queries as needed
  • Maintains centralized Client Experience queue and routes communications to appropriate business partners
  • Tracks process changes and improvements across the organization and performs analysis for key internal trends
  • Works closely with vendor to ensure CX reporting is updated and delivered in a timely manner
  • Assists business partners with adhoc reporting requests
  • Assists business partners with enhancements to current processes that impact client experience
  • Assists manager with client journey mapping
  • Attend team huddles

Requirements:

  • BA/BS Degree
  • 3-5 years related experience; 5-7 years total experience
  • Strong technical knowledge of Excel, PowerPoint, Tableau and SQL
  • Strong oral and written communication skills
  • Attention to detail
  • Experienced in writing communications for Senior Level Management
  • Basic understanding of financial services industry
  • Advanced analytical abilities & problem-solving skills; should be comfortable with interpreting large quantities of data and structuring follow-up analyses
  • Excellent interpersonal skills, ability to work on cross-functional teams and interact with all levels in organization, including senior executives
  • Background in process improvement
  • Background in Customer Experience metric reporting
  • Excellent project/process management skills
  • Military education or experience may be considered in lieu of civilian requirements

 

 

 

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About TD Ameritrade.

A leader in brokerage and investment services for over 35 years, TD Ameritrade offers a full spectrum of powerful solutions and innovative tools for trading and investing. We're constantly expanding our knowledge and bolstering our capabilities, from a leading active trader program to intuitive long-term investment solutions and a national branch system. Combined with some of the industry's brightest minds, there's no limit to how big our accomplishments can be.

From first-time investors to sophisticated traders, TD Ameritrade is focused on helping individuals seek out their financial goals. And you're the ambassador to all that we do. Beginning with our trading platform and proprietary technology to our resolve to outperform, you'll maintain the high level of quality and integrity we're known for, each and every day. With the right opportunity, there's no limit to what you can accomplish.

As a leading employer in financial services, we believe in building strong relationships, achieving quality results and working with integrity. It's at the heart of everything we do. That's why we provide you with comprehensive training, benefits and programs that inspire you to achieve more every day. Apply to a TD Ameritrade job today and help our clients pursue their dreams, while you fulfill yours.

Applicants must be eligible to work in the U.S. Immigration sponsorship is typically not available for this position.

TD Ameritrade participates in the E-Verify program. For additional information on this program please click here. TD Ameritrade is an Equal Opportunity Employer. We value diversity and offer a quality workplace. TD Ameritrade, Inc. member FINRA/SIPC/NFA is a subsidiary of TD Ameritrade Holding Corporation (NASDAQ:AMTD). TD Ameritrade is a trademark jointly owned by TD Ameritrade IP Company and the Toronto-Dominion Bank.

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