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Desktop Strategy and Client Insights

eFinancial Careers
Job LocationLondon
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Location: Remote, US and UK Description:The Client Insights role will report to the Desktop Strategy & Client Insights Lead. This team will be responsible for defining GTM strategy to drive growth and retention of the desktop business. In the immediate term, this role will also define migration andcommercial enablement strategy. The primary responsibility of the Client Insights role will be to conduct and interpret analysis on our Desktop ACV/revenue, client usage, client survey, internal SFDC and other data sets to drive decision-making around areaslike product direction, commercial strategy & tactics and migration approach. Key Accountabilities: Uncover trends on user navigation on the desktop - which pages are most used, where they find value and what causes user churn for each customer persona. Understanding of which desktop capability/page are most adopted and by which client persona, which isntused & how each client persona navigate the desktop. Identify new avenues and metrics for measurement, tracking and organization of desktop client data to answer critical questions such as,

  • What is the common desktop user journey from awareness to advocacy
  • Which users are driving ACV
  • What desktop capabilities are correlated with high retention rates
  • Where do we lose desktop users, and why
Work with Migration Program Management to analyze usage patterns of users at various stages of the migration/upgrade journey with the goal of determining the typical profile of users who have successfully redirected, upgraded, have abandoned CIQ Pro and revertedto CIQ, etc. Leverage existing data on client interaction and adoption of the CIQ Pro and CIQ desktops to formulate an understanding of desktop client behavior. Collate and curate desktop user and usage, desktop registration information, user interactions and navigationon the desktops, client surveys, and other available information from Google Analytics, Usage Cube, Kibana, Salesforce. Understand desktop customer satisfaction and client usage through various channels in partnership with Customer Experience, Customer Success, Commercial Analytics, Clients, Account Teams engagement and defining programs to address gaps
  • Review usage and client survey statistics and assess correlations to client sentiment and market trends with a view to optimize customer interactions with predictive and prescriptive analysis of data
  • "Make sense of" under-analyzed data sets like won opps reports and client visit data in SFDC, working closely with groups like Predictive Analytics (commercial) and other tech-enabled analytics teams
  • Influence and input into the Commercial Analytics and CRM technology roadmap
Experience /Skills A solid understanding of capital markets and desktop client behavior and use cases Understanding and experience with using Tableau, Google Analytics, Usage Cube, Kibana, Salesforce analytics, and/or other similar visualization tools, a requirement Demonstrable strategic planning experience Strong analytical skills Highly collaborative with excellent interpersonal and communication skills Proficient in MS Excel, PowerPoint, and MS Word Prior experience in a client-facing role (e.g. sales, sales engineering, account management, customer success, etc.) or product management experience preferred ----------------------------------------------------------- Equal Opportunity EmployerS&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status,military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: and your request will be forwarded to the appropriate person. US Candidates Only: The EEO is the Law Poster http://ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. ----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), PDMGDV202.2 - Middle Professional Tier II (EEO Job Group), SWP Priority - Ratings - (Strategic Workforce Planning) Job ID: 273523 Posted On: 2022-05-07 Location: London, United Kingdom

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