Marketing & Change Management Associate

5 months ago

Edinburgh, United Kingdom BlackRock Full time

Description

About this role

Are you passionate about helping businesses solve complex challenges and supporting them through critical transformations to improve the client and employee experience? As a Transformation Partner, you will work as part of the Client Experience Transformation team. This group is focused on accelerating our efforts to transform the way we deliver the service experience to our clients. We conduct client, employee and market research to drive our transformation strategy and inform the necessary people, process and technology solutions.

The role of the Transformation Partner is to serve as a strategic consulting partner aligned to a specific area of the client experience and one (or more) members of the Client Experience Senior Leadership Team. You will be responsible for understanding the business strategy of your transformation focus area and serving as a voice of the function across all transformation efforts.

Your job will be to identify and understand the transformation opportunities, develop proposed solutions (including process optimization), align with stakeholders on solution approach, requirements and priority. Once stakeholder alignment is achieved, the role of the Transformation Partner is to orchestrate the necessary programs and/or projects to deliver the solution, including articulation of necessary resources and skills to achieve the required outcomes. You will leverage the Client Experience Transformation SME resources (insights/research, data, analytics, engineering, process automation, project management, change management, communications, knowledge/training) as appropriate.

As part of this orchestration, “connecting dots” across all transformation efforts is essential to identify synergies, dependencies and change management required. Once solutions are developed and deployed, the Transformation Partner is responsible for understanding if the desired outcomes have been achieved and if the underlying problem has been addressed and orchestrating necessary optimizations and future enhancements as needed.

This role will also be considered for a leadership position within the team, overseeing a group of Transformation Partners and serving as a People Leader:

- In this capacity you will serve as the people manager, investing in the career growth and development of a team of Transformation Partners at various stages of their career.
- You will be responsible for continuing to evolve the role of the Transformation Partner and the operating model, both with members of the Senior Leadership Team and across the CX Transformation group and SMEs.
- You will be responsible for overseeing the strategic consulting and solution proposals the team develops and ensuring the proper horizontal and global lens have been considering in the formation of the approach.

This is a “player-coach” role and you will serve as a thought partner and strategic consultant for your aligned Senior Leadership Team area, in addition to serving as a people leader and overseeing the team and their approach to driving the transformation agenda.

The key responsibilities of the Transformation Partner will be as follows in relation to the function they support:

- Become an expert in the function(s) you cover, understanding the operating model at a level of depth to be able to identify transformation opportunities and serve as a voice of the function in transformation efforts
- Partner with the function(s) to understand their clients, their strategy in order to serve as a strategic adviser, consultant and thought partner
- Serve as the single point of entry for the functional partners to access the services of the transformation function, serving as a thought partner for how to approach various challenges and opportunities
- Collaborate with the other Transformation Partners to ensure that we are leveraging best practices, connecting dots across transformation efforts and bringing a global point of view
- Own clear management reporting for function leaders in relation to their Strategic Change initiatives.
- Accountability to the CX Senior Leadership Team
- Partner across the transformation partner group to manage and measure ROI of comprehensive portfolio & change roadmap; prioritizing with collaborators as needed
- Manage and measure ROI of holistic portfolio & change roadmap; reprioritizing the roadmap and transformation efforts with stakeholders as needed

Your experience includes:

- 5+ years working in a role focused on CX/customer/employee strategy and/or program management, business or digital transformation programs or consulting, voice of the client/employee, or customer insights work using data to inform ideation and solution design
- Proven relationship management with Executives & Leadership level
- Excellent communication and interpersonal skills as demonstrated by your ability to command a room (both in person and virtually) and inspire and influence partners and executives wit

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