Commonwealth Financial Network

UX Specialist - Journey Mapping and Data Visualization

Job Locations US-MA-Waltham
Job ID
W-2021-125
# of Openings
1
Category
Marketing - Corporate Marketing
Type
Permanent/ Full-Time

Overview

Are you a UX professional, dedicated to client advocacy and service delivery? Do you have experience defining the future state of an organization and helping to get them there? We’re looking for a team player with UX experience who thrives on challenge and change, ready to play a key role in our organizational transformation.

 

Key Responsibilities 

  • Demonstrating a strong understanding of consumer trends, technology trends, competitive practices, and best-in-class experiences to help shape the vision of the ideal customer journey
  • Owning the creation process for Commonwealth’s next wave of prospect and advisor journey tools, including coordinating mapping sessions, creating personas and journey maps, conducting follow-up analyses, and providing insights and recommendations
  • Gathering “jobs to be done” input and voice-of-the-customer insights via surveys, interviews, and sessions with Commonwealth staff and our advisors
  • Designing a master journey map that depicts the ideal end-to-end customer experience (CX) across multiple touchpoints and systems
  • Building and owning a governance process for journey maps that provides for evolution, actionable decision-making, and variations by persona
  • Identifying and addressing the most critical gaps in providing a valuable, enjoyable, efficient, and effective CX
  • Communicating our advisor CX story to stakeholders to grow and align their CX perspective; clearly articulating ideas that add new value to the CX roadmap
  • Linking the journey map work to our key performance indicators and other data-driven metrics; ensuring that we measure and monitor performance against critical customer moments

Core Strengths 

  • Demonstrated knowledge of UX principles and CX research methodologies
  • Visual design skills that support compelling data visualization deliverables (e.g., journey maps)
  • Recognizes and explores experiences that can be quantifiably and qualitatively improved
  • Ability to interpret results and identify areas of opportunity, both quick wins and long-term initiatives
  • Project management, decision-making, and problem-solving skills
  • Strong prioritization, negotiation, presentation, and influencing skills

Additional Skills and Knowledge 

  • 5+ years of strategic experience design or UX roles, with a supporting portfolio of work
  • Customer analytics and sentiment analysis a plus
  • Financial services background preferred

Have we piqued your curiosity? Can you see yourself thriving in this opportunity? Let’s introduce ourselves.

 

Picture Yourself Here  

Imagine keeping company with big thinkers and even bigger doers who share a common purpose to make a profound difference. Figure in an experience-it-to-believe-it culture, massive growth potential, and benefits galore, and you get the full impression.

 

We are committed to providing a supportive, equitable environment where you can bring your full, authentic self to your work every day and truly thrive in meaningful ways—personally and professionally. At Commonwealth, everyone plays a part in our success story. And in building a more diverse and inclusive workplace, we are broadening our perspectives and capabilities. Together, our potential is limitless. We invite you to join us on the path to a brighter future!

  

About Commonwealth  

Commonwealth Financial Network, Member FINRA/SIPC, a Registered Investment Adviser, provides a suite of business solutions that empowers more than 2,000 independent financial advisors nationwide. J.D. Power ranks Commonwealth “#1 in Independent Advisor Satisfaction Among Financial Investment Firms, Eight Times in a Row.” Privately held since 1979, the firm has headquarters in Waltham, Massachusetts, and San Diego, California.

 

Turning our advisors into raving fans starts by doing the same for our employees. We foster an environment of excellence, growth, rewards, and fun in equal measure, so our employees genuinely enjoy coming to work. Our refreshing workplace culture has earned us 43 Best Place to Work awards—and counting

  

The Fine Print  

We care about your online safety as a prospective employee and encourage you to exercise caution when responding to job postings online. Commonwealth will never ask potential hiring candidates to pay or transfer funds as a precondition of interviews or employment, nor will we authorize recruiters or agents to do so on our behalf.

 

Commonwealth is an equal opportunity employer, making intentional efforts to source the very best talent from all backgrounds.

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