CWM-Marcus by Goldman Sachs - Delivery Customer Experience Manager - Associate - Draper/Richardson

Location(s)

US-UT-Draper

MORE ABOUT THIS JOB

CONSUMER AND WEALTH MANAGEMENT (CWM)

Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our consumer business provides digital solutions for consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.

CONSUMER (MARCUS BY GOLDMAN SACHS)

Marcus by Goldman Sachs is the firm's consumer business, combining the entrepreneurial spirit of a startup with 150 years of experience. Today, Marcus has $50 billion in deposits, $5 billion in loan balances and 4 million customers across our lending and deposits businesses, as well as the personal financial management app, Clarity Money. Through the use of insights and intuitive design, we provide customers with powerful tools and products that are grounded in value, transparency and simplicity. We are backed by our unique team, comprised of individual contributors from leading agile technology companies, fintechs and consumer financial services companies, allowing us to disrupt the industry, while helping consumers take control of their financial lives.

RESPONSIBILITIES AND QUALIFICATIONS

Responsibilities:

Manage a team of individuals responsible for reviewing and actioning customer feedback across multiple lines of business within Marcus
• Analyze customer experience trends and recommend areas for improvement


• Review and categorize daily customer feedback commentary


• Ensure regulatory compliance by accurately logging customer complaints


• Escalate agent handling issues to managers for coaching


• Compile and deliver complex presentations related to customer experience opportunities


• Build and manage relationships with key stakeholders throughout the consumer business


• Update external partners on customer experience trends

Basic Qualifications:

• Passion for data analysis


• Results and delivery oriented


• Motivated, energetic team player


• Excellent interpersonal, organizational, verbal and written communication skills


• Ability to manage multiple deliverables simultaneously


• Work well under pressure while adhering to tight deadlines

• Strategic thinker with strong business analysis and planning skills. Capable of identifying and interpreting wide-ranging issues and recommending creative & innovative solutions


• Proficient in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)

Preferred Qualifications:

• Bachelor's degree in Finance or related field or equivalent military experience


• Experience in a customer experience or data analysis role at a financial institution


• Proficient in data visualization tools such as Tableau


• Experience managing a team

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

We're committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

The Goldman Sachs Group, Inc., 2021. All rights reserved.
Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity