Client Experience Manager

At BBH we value diverse backgrounds, so if your experience looks a little different from what we've outlined and you think you can bring value to the role, we will still welcome your application!

What You Can Expect At BBH:

If you join BBH you will find a collaborative environment that enables you to step outside your role to add value wherever you can. You will have direct access to clients, information and experts across all business areas around the world. BBH will provide you with opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm. We encourage a culture of inclusion that values each employee’s unique perspective. We provide a high-quality benefits program emphasizing good health, financial security, and peace of mind. Ultimately we want you to have rewarding work with the flexibility to enjoy personal and family experiences at every career stage. Our BBH Cares program offers volunteer opportunities to give back to your community and help transform the lives of others.

Brown Brothers Harriman is currently recruiting Client Experience (CE) Manager to join our Capital Partners team. In this role, you will be responsible for overseeing the strategy of and approach to all components of the Multi-Family Office client experience, as well as strategic projects related to the Multi-Family Office and the broader line of business. Specifically, you will review existing services and processes that touch clients to determine if they can be improved, determine needs across the complex, identify and share best practices, investigate new services, create business cases for areas of improvement or expansion, prototype new solutions – acting as project lead as necessary or an advisor if another group is tasked with project management –  and measure client satisfaction using a data-driven approach.

This role requires a self-starter who will take initiative on any projects/analyses that can improve the client experience and who can juggle multiple projects among various stakeholders at the same time. In this role, you will liaise and communicate regularly with members of the relationship management teams, investment team, operations, technology and other support teams and management and will be responsible for reporting on your work and progress on improved or new initiatives.

Some of your key responsibilities include:  

Client Experience Strategy

• Create and maintain a strategic framework for the CE, mapping out existing touch points with clients and areas of improvement, as well as future initiatives to consider and pursue.

• Understand the short and long-term goals of the business and ensure the CE approach and standards are aligned.

• Create personas for existing and target clients, cataloging needs, solutions sets and value propositions for each to guide the direction and best practices for the client experience by client type.

• Develop cost benefit and other financial analyses to link improvements to the CE to business results and client retention goals. Track and measure KPIs and progress on all CE initiatives.

Client Experience Execution

• Review existing services, processes and interfaces that touch clients to determine if there are ways to improve them. Diagnose the root cause of issues experienced by clients and incorporate solutions into review.

• Build a robust Voice of Client (VOC) program to gather feedback and understand client needs across the Multi-Family Office

• Leverage client experience data, including the VOC program output, to identify and share best practices and drive development of new solutions

• Create business cases for areas of enhancement or expansion, including budget, resources and team needed to execute on initiatives

• Prototype new and/or improved solutions, acting as project lead as necessary or an advisor if another group is tasked with project management. Iterate with key stakeholders until there is a “minimum viable product.”

• In launching new tools, services, interfaces internally and externally, create and measure organizational adoption, with the goals of supporting client service efforts in order to retain and expand existing clients relationships 

• Liaise and build relationships with Relationship Management teams

Qualifications:

• Bachelor’s degree or equivalent work experience

• 5 - 7+ years of experience in a similar role/field or in consulting

• MBA or other advanced degree preferred

• Strategic orientation with expertise in developing and implementing business strategies, building business cases, prototyping and leading projects.