Role Summary
The Client Experience Analyst supports the U.S. Intermediaries (USI) Digital Client Experience team by analyzing advisor interactions across digital channels and translating data-driven insights into actionable recommendations that improve the advisor experience. This role serves as a subject matter consultant for advisor-facing digital tools and services, leveraging web analytics, voice-of-client feedback, and business knowledge to identify opportunities for improvement, support product enhancements, and drive increased engagement.
The analyst partners closely with product owners, technology teams, sales support teams, and business stakeholders to evaluate advisor journeys, optimize digital experiences, support issue resolution, and ensure the successful delivery of advisor-focused enhancements.
Responsibilities- Analyze advisor behavior and digital experience performance using Adobe Analytics, Adobe Customer Journey Analytics (CJA), Qualtrics, and other data sources to identify trends, opportunities, and client experience improvements.
- Develop and maintain dashboards, reporting, and performance metrics that provide actionable insights to business stakeholders and leadership.
- Translate quantitative and qualitative data into clear recommendations that improve advisor engagement, satisfaction, and operational efficiency.
- Evaluate advisor journeys, including login and registration, onboarding, and service experiences, and identify opportunities to optimize digital interactions.
- Partner with product owners, UX teams, and technology teams to define requirements, write user stories, prioritize enhancements, and support Agile delivery activities.
- Conduct testing and user acceptance activities to ensure solutions meet business needs and deliver the intended client experience.
- Monitor advisor feedback and sentiment, design and administer surveys, and leverage voice-of-client insights to inform decision-making and continuous improvement efforts.
- Serve as a subject matter resource for advisor-facing tools and services, partnering with sales support and operational teams to troubleshoot and triage advisor issues.
- Collaborate with cross-functional stakeholders to support the delivery of digital experience initiatives, enhancements, and process improvements.
- Build strong relationships with business partners and communicate insights, recommendations, and project progress to influence decisions and enhance the advisor experience.
Qualifications
Required:
- Bachelor's degree or equivalent combination of education and relevant experience.
- 2+ years of experience in digital analytics, client experience, product analysis, marketing analytics, or a related discipline.
- Experience using Adobe Analytics, Adobe Customer Journey Analytics (CJA), Qualtrics, or similar platforms.
- Experience developing dashboards and performance reporting.
- Strong analytical, problem-solving, and critical-thinking skills.
- Ability to translate complex data into clear business recommendations.
- Experience working with cross-functional teams, including technology, product, operations, and business stakeholders.
- Strong written and verbal communication skills.
Preferred:
- Experience supporting advisor, wealth management, financial services, or intermediary distribution businesses.
- Experience participating in Agile delivery teams.
- Familiarity with user story development, testing, and user acceptance validation.
- Experience analyzing client journeys and digital experience performance.
- Knowledge of customer experience measurement methodologies and voice-of-client programs.
FINRA Requirements
FINRA licenses are not required and will not be supported for this role.
Work Flexibility
This role is eligible for hybrid work, with up to one day per week from home.
Base Salary Ranges
Please review the job posting for the location of this specific opportunity.
$69,500.00 - $118,000.00 for the location of: Maryland, Colorado, Washington and remote workers
$76,500.00 - $130,000.00 for the location of: Washington, D.C.
$87,000.00 - $148,000.00 for the location of: New York, California
Placement within the range provided above is based on the individual’s relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.
Benefits
We value your goals and needs, at work and in life. As an associate, you’ll be supported with resources, benefits, and work-life balance so you can thrive in ways that matter to you.
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