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Consumer Finance - Customer Experience - Associate - Draper/Richardson

Posted on Dec 11, 2018 by Goldman Sachs USA

Dallas, TX 75201
Banking
3 Dec 2018
Annual Salary
Full-Time
MORE ABOUT THIS JOB Consumer and Commercial Banking (CCBD)
Consumer and Commercial Banking brings innovative solutions to traditional banking activities. We are a global team of lenders, investors, risk managers, skilled marketers, web experts and banking specialists. We provide a suite of solutions to help our customers meet their personal financial goals. We make direct investments in, and risk manage, a portfolio of corporate loans and securities. And we help transform distressed communities through investments and loans of private capital.

Digital Finance Description
Digital Finance, a subdivision of CCBD, is composed of the firm's digitally-led consumer businesses which include the global online consumer deposits business and the US online consumer lending business, the firm's first-ever direct-to-consumer platform built from the ground up. Digital Finance combines the strength and heritage of a 149-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. This unique dynamic allows us to help our customers achieve financial progress through customizable solutions that are grounded in value, transparency and simplicity.

RESPONSIBILITIES AND QUALIFICATIONS YOUR IMPACT
You will be a key driver our customer first agenda. Your insights and actions will shape how we approach customer experience in our everyday customer interactions. We are looking to understand what our customers think of our servicing capabilities and need a change agent who can help guide us on our journey. You will lay down how we engage with our customers to gather feedback and action on that feedback, thinking back from the customer mindset. You will drive our customer experience measurement mechanisms and shine the light on key opportunities.

YOUR RESPONSIBILITIES
  • Stand up customer experience measurement mechanism
  • Ensure high customer participation rates
  • Socialize feedback and themes from survey results with key stakeholders
  • Partner with key areas like Operations, Technology, Product etc. to drive improvements to ultimately enhance customer experience
  • Perform industry benchmarking research to calibrate areas of opportunities

Basic Qualifications
  • Bachelor's degree or equivalent military experience
  • Demonstrated analytical skills and techniques within a corporate environment
  • Experience in customer experience measurement, mechanisms and vendors
  • Experience developing action plans to improve business processes utilizing customer experience survey data and insights
  • Ability to handle multiple projects and deadlines without sacrificing professionalism
  • T he ability to build and maintain relationships while leading business critical projects
  • Strong judgment and comfort with ambiguity
  • Strong PC skills required (Excel, Access, PowerPoint, Word)
  • Competitive spirit with the ability to lead and motivate a team

Preferred Qualifications
  • Master's degree in Business, or similar area of study
  • Experience with business analytics, modeling, metrics and reporting at a financial services company


ABOUT GOLDMAN SACHS The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

© The Goldman Sachs Group, Inc., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.

Consumer Finance - Customer Experience - Associate - Draper/Richardson

Reference: 598337037