Senior Associate Director, Client Experience Strategy & Delivery Partner in London

Why work for us? A career at Janus Henderson is more than a job, it’s about investing in a brighter future together. Our Mission at Janus Henderson is to help clients define and achieve superior financial outcomes through differentiated insights, disciplined investments, and world-class service. We will do this by protecting and growing our core business, amplifying our strengths and diversifying where we have the right.

Our Values are key to driving our success, and are at the heart of everything we do:

• Clients Come First - Always
• Execution Supersedes Intention
• Together We Win
• Diversity Improves Results
• Truth Builds Trust

If our mission, values, and purpose align with your own, we would love to hear from you!

Your opportunity: You will be responsible for defining our approach to Client Experience, working with the business to define ‘what good looks like’ and monitoring our delivery against this.

Accountable for defining client experience standards and journeys:

• Define “good”, “better” or “best” client experiences across all client touchpoints (e.g. onboarding, communications, reporting etc.)
• Develop best-in-class client touchpoints for those prioritized, working closely with project and business teams:
• Bring knowledge of best-in-class client experiences
• Shape programs of work by translating these insights into clear, actionable requirements that delivery teams can execute upon (i.e. close the gap between strategy and delivery)

Define measures of success:

• Assess the current state of JHI’s client experience by identifying gaps, pain points and areas of differentiation:
• Design, run and analyse bi-annual client surveys, ensuring insights are clearly articulated and actionable by stakeholders
• Annual assessment in our delivery of client touchpoints against “good”, “better” or “best” criteria
• Lead on development of clearly articulated service propositions based on the needs of client segments (e.g. insurance clients)
• Own the development and governance of client tiering and service catalogue frameworks, ensuring alignment between value, service levels, and delivery models.

Carry duties as assigned.

What to expect when you join our firm:

• Hybrid working and reasonable accommodations
• Generous Holiday policies
• Excellent Health and Wellbeing benefits including corporate membership to ClassPass
• Paid volunteer time to step away from your desk and into the community
• Support to grow through professional development courses, tuition/qualification reimbursement and more
• Maternal/paternal leave benefits and family services
• Complimentary subscription to Headspace – the mindfulness app
• All employee events including networking opportunities and social activities
• Lunch allowance for use within our subsidized onsite canteen

Must have skills:

• Change management
• Communicating and building coalitions
• Exercising business judgement
• Results Driven
• Influence

Nice to have skills:

• Significant experience within the asset management industry
• Experience in developing best practice client experience through client service, sales or marketing
• Strong communication skills
• Deputise for head of team, when needed

Supervisory responsibilities: No

Potential for growth:

• Mentoring
• Leadership development programs
• Regular training
• Career development services
• Continuing education courses

You will be expected to understand the regulatory obligations of the firm, and abide by the regulated entity requirements and JHI policies applicable for your role.

At Janus Henderson Investors we’re committed to an inclusive and supportive environment. We believe diversity improves results and we welcome applications from candidates from all backgrounds. Don’t worry if you don’t think you tick every box, we still want to hear from you! We understand everyone has different commitments and while we can’t accommodate every flexible working request we’re happy to be asked about work flexibility and our hybrid working environment. If you need any reasonable accommodations during our recruitment process, please get in touch and let us know at recruiter@janushenderson.com

Annual Bonus Opportunity: Position may be eligible to receive an annual discretionary bonus award from the profit pool. The profit pool is funded based on Company profits. Individual bonuses are determined based on Company, department, team and individual performance.

Benefits: Janus Henderson is committed to offering a comprehensive total rewards package to eligible employees that includes; competitive compensation, pension/retirement plans, and various health, wellbeing and lifestyle benefits. To learn more about our offerings please visit the Why Join Us section on the career page here.

Janus Henderson Investors is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. All applications are subject to background checks.

Janus Henderson (including its subsidiaries) will not maintain existing or sponsor new industry registrations or licenses where not supported by an employee’s job functions (as determined by Janus Henderson at its sole discretion).

You should be willing to adhere to the provisions of our Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities. Applicants’ past political contributions or activity may impact applicants’ eligibility for this position.