About this role

Are you passionate about helping businesses solve complex challenges and supporting them through critical transformations to improve the client and employee experience? As a Transformation Partner, you will work as part of the Client Experience Transformation team. This group is focused on accelerating our efforts to transform the way we deliver the service experience to our clients. We conduct client, employee and market research to drive our transformation strategy and inform the necessary people, process and technology solutions.

The role of the Transformation Partner is to serve as a strategic consulting partner aligned to a specific area of the client experience and one (or more) members of the Client Experience Senior Leadership Team. You will be responsible for understanding the business strategy of your transformation focus area and serving as a voice of the function across all transformation efforts.

Your job will be to identify and understand the transformation opportunities, develop proposed solutions (including process optimization), align with stakeholders on solution approach, requirements and priority. Once stakeholder alignment is achieved, the role of the Transformation Partner is to orchestrate the necessary programs and/or projects to deliver the solution, including articulation of necessary resources and skills to achieve the required outcomes. You will leverage the Client Experience Transformation SME resources (insights/research, data, analytics, engineering, process automation, project management, change management, communications, knowledge/training) as appropriate.

As part of this orchestration, “connecting dots” across all transformation efforts is essential to identify synergies, dependencies and change management required. Once solutions are developed and deployed, the Transformation Partner is responsible for understanding if the desired outcomes have been achieved and if the underlying problem has been addressed and orchestrating necessary optimizations and future enhancements as needed.

This role will also be considered for a leadership position within the team, overseeing a group of Transformation Partners and serving as a People Leader:

• In this capacity you will serve as the people manager, investing in the career growth and development of a team of Transformation Partners at various stages of their career.
• You will be responsible for continuing to evolve the role of the Transformation Partner and the operating model, both with members of the Senior Leadership Team and across the CX Transformation group and SMEs.
• You will be responsible for overseeing the strategic consulting and solution proposals the team develops and ensuring the proper horizontal and global lens have been considering in the formation of the approach.

This is a “player-coach” role and you will serve as a thought partner and strategic consultant for your aligned Senior Leadership Team area, in addition to serving as a people leader and overseeing the team and their approach to driving the transformation agenda.

The key responsibilities of the Transformation Partner will be as follows in relation to the function they support:

• Become an expert in the function(s) you cover, understanding the operating model at a level of depth to be able to identify transformation opportunities and serve as a voice of the function in transformation efforts
• Partner with the function(s) to understand their clients, their strategy in order to serve as a strategic adviser, consultant and thought partner
• Serve as the single point of entry for the functional partners to access the services of the transformation function, serving as a thought partner for how to approach various challenges and opportunities
• Collaborate with the other Transformation Partners to ensure that we are leveraging best practices, connecting dots across transformation efforts and bringing a global point of view
• Own clear management reporting for function leaders in relation to their Strategic Change initiatives.
• Accountability to the CX Senior Leadership Team
• Partner across the transformation partner group to manage and measure ROI of comprehensive portfolio & change roadmap; prioritizing with collaborators as needed
• Manage and measure ROI of holistic portfolio & change roadmap; reprioritizing the roadmap and transformation efforts with stakeholders as needed

Your experience includes:

• 5+ years working in a role focused on CX/customer/employee strategy and/or program management, business or digital transformation programs or consulting, voice of the client/employee, or customer insights work using data to inform ideation and solution design
• Proven relationship management with Executives & Leadership level
• Excellent communication and interpersonal skills as demonstrated by your ability to command a room (both in person and virtually) and inspire and influence partners and executives with ease
• Proven experience leading through influence and navigating ambiguity by applying problem solving skills
• Strong program management skills and ability to multi-task in a fast-paced environment
• Proven collaborator in a cross-functional Agile team environment
• Proven experience with enterprise-level initiatives solving complex client problems
• Strategic problem solver who is able to connect the dots across not just CX but the wider organization
• Awareness of the market, industry and client landscape in relation to the CX Function they represent
• Experienced in the ‘lifecycle of Change’ and ideally the nuances of BlackRock.
• Ability to build strong partnerships with other Transformation Partners to ensure a consistent and equitable experience for all partners as well as to orchestrate synchronized and coordinated deployment of change initiatives
• Proven experience in a client-facing environment working independently and in a team-environment, managing multiple projects and priorities simultaneously
• Proven relationship and stakeholder management with Executives

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity Employer.  We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.