Want a meaningful career where you can make a difference? Edward Jones sounds perfect for you.
Collaboration. Autonomy. Opportunity. Words our headquarters associates use when talking about working at Edward Jones. Words that describe what it's like being part of a firm where everyone is aligned toward a singular focus: serving the client. And everyone is working to make the firm better together - as they grow as individuals. If these words resonate with you, we should talk.
Job Overview
Position Schedule: Full-Time
Team Overview:
In the Experience Center of Expertise at Edward Jones, you'll focus on defining and designing experience improvements for the firm. From insights, to strategy, to design, and measurement, the Experience Center of Expertise is involved in every aspect of understanding and improving experiences at Edward Jones.
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What You'll Do:
The Senior Experience Strategist is a subject matter expert within the division, who plays a key role in creating and optimizing experiences through the development of strategies that guide how Edward Jones supports and improves the client and branch team member experiences. This highly collaborative and visible role partners with senior leaders and peers across the firm to align and prioritize holistic (digital and non-digital) experience improvements based on data and insights.
As the Senior Experience Strategist, you will be responsible for the development of enterprise experience strategies, segment experience strategies, and experience improvement opportunities that drive positive results for both our customers and the firm. While this position is an individual contributor role, you'll be working in partnership with a variety of stakeholders and various leaders from other divisions to take action on strategies and recommendations.
Key Responsibilities include:
Experience Visioning
- Shape the vision - Define the future-state vision of the Edward Jones experience
- Provide strategic direction - Guide firm leadership and business areas to ensure the voice of the customer is incorporated in decisions and execution of strategic plans. Serve as expert across the experience.
- Champion the voice of the customer - Drive a deep understanding of customer needs and champion the desired experience to senior leaders to inform business strategy decisions, prioritization, and execution with a focus on impacting experience and business outcomes.
- Influence change - Create excitement and understanding of the Edward Jones experience using storytelling and data to influence action.
Experience Innovation / Opportunities
- Lead experience innovation and opportunity identification - Evaluates customer journeys to determine unmet needs and identify risks to achieving outcomes, as well as opportunities to improve the experience.
- Create and utilize journey maps for opportunity identification and consistent understanding of the experience:
- Understand, document and communicate the customer journey utilizing insights and data to shape steps, jobs to be done and key KPIs (for existing and desired experiences)
- Work with key stakeholders across the firm to identify areas of opportunity and connection.
- Evaluate how people, process, and technology deliver upon and support the needs of our customers.
- Proactively find and integrate innovative industry practices, research, or pilot trials of products / services related to experience opportunities.
- Through an iterative and data-driven approach, provide strategic opportunities for further experience design and tangible recommendations to enhance the experience.
- Create business cases and opportunity briefs - Lead strategic process in partnership with others to create business cases (including objectives, goals and outcome metrics) and opportunity briefs to drive outcomes.
- Exercises strong critical thinking and sound judgement while independently making decisions on projects and providing consultation.
Operational Excellence: Creates/Recommends enabling tools, frameworks and processes that scale our ability to better deliver better experiences.
At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate:
Hiring Minimum: $113810
Hiring Maximum: $193785
Skills/Requirements
What Experience You Need:
- Bachelor's degree in Marketing, Business or related study required. MBA or Masters' strongly preferred.
- 10+ years' experience demonstrating increasing levels of responsibility, leadership and strategic marketing or planning; experience in the financial services industry, demonstrating increasing levels of responsibility, is a plus.
- Understanding of how to build, leverage and operationalize experience frameworks (i.e., journey maps, trend application)
- Familiarity with design thinking and application to experience strategy and design.
- Broad knowledge of experience disciplines and ability to maximize knowledge and experience to accomplish the required outcome
- Knowledge of the features and benefits of the products and services available at Edward Jones and those available in the industry
Please note: Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with preference for Tuesday through Thursday.
Awards & Accolades
At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.
Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones
Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones
About Us
Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 8 million clients and 19,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns.
Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.
People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.
View our Purpose, Inclusion and Citizenship Report.
1Fortune 500, published June 2023, data as of December 2022. Compensation provided for using, not obtaining, the rating.
Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.