Client Insights & Business Process Manager

Job description

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. Across the globe, we're 180,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world's most trusted financial group, it's part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

This is a remote position. A member of our recruitment team will discuss location preferences with you in more detail.

Work with the Client Experience Director to develop the overall Client Insights & Research strategy to support the needs of Transaction Banking. Work with lines of business (LoB) to define CI&R needs and objectives Develop and execute research plan that supports the business needs Consult with LoB on information and analytical needs and develop solutions. Interface with LoB executives, determine what business questions they need answered, and scope how to answer those questions. Recommend research methodology, approach internal or external resources, budget, timeline, and structure deliverables. Determine market sizing to analyze population statistics to generate the insights if not readily available. Translate business needs into researchable objectives and manage custom studies as related to Client Experience, Product Development, and Client Delivery. Determine whether project can be completed in house using survey tools or outsource if phone interviews, advanced analytical software or analytics are required. Responsible for scoping, design and planning, sampling, implementation, project management, analysis, and reporting. Manage syndicated and secondary research suppliers and research to serve the informational needs of the lines of business. Provide support for syndicated research studies such as Greenwich Associates, Phoenix-Hecht As business needs arise, work with research firms to design surveys (e.g., Voice of Client). Manage with research suppliers to deliver on time, within budget, and deliverable excellence. Execute Client Experience programs, including existing programs (Client Listening, CARE), and potential new programs and initiatives Identify existing and new methods to assess client experience and satisfaction; through data, surveys and employee feedback (through Client Listening and CARE programs) Analyze results and present to stakeholders in a way summarizes client feedback and impact. Conduct analysis and generate business relevant and insightful reports. Generate deliverables such as executive reports, data and analysis answering the business questions; and present to executives or research sponsors for decision making. Bachelor's degree required. Masters preferred. 5 - 8 years of experience in custom market research on a combination of client or supplier-side research. Experience in designing custom studies from questionnaire writing, sampling design, and reporting and analysis. Prior experience managing market research suppliers. Excellent communication skills, both verbal and written. Must be able to convey an inspiring message to large groups as well as one-on-one settings. Experienced project and organizational manager. A strong balance of strategic and business skills, with a high level of intellectual agility and capacity for original thought. Ability to work well in a multi-task environment under pressure and tight time constraints. Knowledge of core treasury management products, and related bank operations, bank policies and procedures is a plus.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

Some MUFG roles require that individuals be fully vaccinated against COVID-19, subject to exemptions for medical or religious reasons, as well as any other reason required by applicable law or order. Should you be selected for an interview, your recruiter will provide additional information.