Senior Client Experience Specialist

"I can succeed as the Senior Client Experience Specialist at Capital Group."

As the Senior Client Experience Specialist for Capital Group Private Client Services (PCS), you will play an important role in executing marketing, analytics, and digital strategies. Your key focus will be centered around creating and delivering user digital journeys that provide impeccable experiences for high-net worth clients and prospects, which are a strategic and important focus for PCS.

While working under the supervision of the PCS Marketing Capabilities Manager, you will operate and optimize marketing channels, digital experiences and drive better business outcomes through the application of analytics. In this role you will have opportunities to develop and drive strategy and influence direction of campaigns.

In our highly collaborative environment, you will work closely with partners in sales, service, market research and analytics, digital, IT, marketing channel teams, and agencies. You will develop a broad and deep understanding of the business landscape, our current and prospective clients, and the competition, which will position them to make high impact contributions.

Primary responsibilities/essential functions:

• Develops and executes marketing channel strategies, builds capabilities that deliver impeccable client experiences and ensures best practices are followed
  • Owns and drives various channel level strategies that ladder up into the overall marketing strategy
  • Owns day-to-day marketing channel operations and develops subject matter expertise
  • Implements client journey experiences across channels (digital, events, print, paid media, sales and service integration, etc.)
  • Provides thoughtful, creative and innovative marketing ideas to PCS marketing team and partners

• Tests, measures and analyzes audience performance data to evolve and iterate client journey.
  • Implements hypothesis/test/iterate framework across our marketing channels and digital experiences.
  • Drives channel optimization through the use of data and analytics to meet and exceed KPI targets
  • Develops holistic and deep understanding of assigned population behaviors, segmentation and profiling to implement highly targeted, high converting experiences.
  • Serves as a business SME and conduit between PCS and analytics teams.
  • Broadly educates and socializes analytics and data driven approaches within PCS

• Champions CX across PCS and plays a key role in building our CX practice
  • Support CX initiatives from a data, technology and business perspective
  • Researches, onboards and develops subject matter expertise in modern CX tools for PCS
  • Supports the development and helps drive the journey mapping process and practice in PCS.

"I am the person Capital Group is looking for."

• You have a minimum of 5 years' experience in developing marketing strategy and execution, digital channels (owned/earned/non-owned, paid, etc.) performance marketing and journey execution.
• You have knowledge/experience in marketing automation and other marketing technology/platforms, content & customer relationship management systems, data management and visualization, analytics, reporting, and/or tech stack architecture is preferred. (e.g., SalesForce, Eloqua, Adobe Target, Adobe Analytics).
• You Demonstrates effectiveness in leading a variety of projects.
• You have a keen ability to navigate organizational complexity, collaboration, leading workstreams, building/maintaining relationships, gaining trust, and influencing direct teams.
• You possess knowledge/experience or a strong desire to learn about UX/UI, CX, Performance Marketing and ABM.
• You can demonstrate initiative by identifying issues and recommending solutions.
• You're effective in leading/facilitating a variety of meetings and building rapport with internal/external contacts.
• You possess a strong creative mindset and can think outside of the box.
• You have knowledge/experience in Adobe design tools (Adobe Photoshop, Premier, Figma).

In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.

You can learn more about our compensation and benefits here.

* Temporary positions in Canada and the United States are excluded from the above mentioned compensation and benefit plans.

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.