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Director, Client Experience – Journey and Design Thinking

Janus Henderson Investors
Janus Henderson Global Investors is a leading independent global asset manager, dedicated to delivering the best

outcomes for clients through a broad range of actively managed funds. We provide our institutional, retail and high net-worth individuals with access to skilled investment professionals representing a broad range of asset classes including, equities, fixed income, multi-asset, and alternatives. We are a team of independent thinkers who work tirelessly to help our clients achieve their goals – and we do it by fostering an energetic and collaborative culture that ensures our people love the place they work. Headquartered in London, Janus Henderson is a truly global asset manager with a diverse geographic footprint, managing assets from 27 offices globally and employing more than 2,000 staff.

Overview of the Role

The Director Client Experience – Journey & Design-Thinking Coach will be responsible for prioritizing journeys that align to business needs and serving as key facilitator of the client journey transformation by adopting and leading a zero-based design approach. This leader will have a key role leading various stakeholders across the organization to achieve the business objectives defined in the global Client Experience strategy.

Duties and Responsibilities
  • Lead Design Thinking workshops to analyze and re-design end-to-end client journeys in the pursuit of improving both user experiences and delivering against strategic business priorities. Guide business partners and journey owners through the process of demonstrating deep user understanding and insights to drive future-state experience design.
  • Lead all aspects of the workshop from planning, pre-session research, facilitation of the business partners through the design process (understanding, ideating, and prototyping), screening and prioritization of concepts, user validation of concepts, development of user requirements, and sprints to execution.
  • Collaborate with technology research analyst to assess vendors vis-à-vis business requirements.
  • Evangelize design thinking methodologies; train and mentor project teams on Design Thinking principles and techniques. Champion the use of Design-thinking and Lean start-up methodologies to probe, assess and evaluate behavior of targeted users and translate knowledge into meaningful new insights that drive idea generation and concept development.
  • Partner with business partners to prioritize concepts within existing processes.
  • Articulate the current and ideal user experiences through partnership with insights teams using design thinking tools and methods including ethnography and in-field research.
  • Work with UX designers, Visual designers, Researchers, and Developers to refine and define CS solutions and specifications
  • Coordinate and lead post-workshop artifact and prototype production with diverse internal and external production teams
  • Coordinate iterative prototype review/testing, including vetting with internal and external teams and Clients
  • Delivery and presentation of workshop results and prototypes to clients
Other Functions
Assumes additional duties as assigned
Technical Skills and Qualifications
  • 10+ years of experience in facilitation and design.
  • Experience in Human-Centered-Design and/or Design-Thinking mindset and techniques
  • Experience with Workshop Facilitation, Design Thinking, and Qualitative Research techniques and methodologies are required. Experience facilitating workshop or events for large groups with success and consistency.
  • Facilitator and coordinator, a charismatic speaker who leads teams in design thinking methodologies.
  • Strong presentation skills and the ability to facilitate and influence discussions at all levels of the organization, both internally and externally
  • Ability to flex approach to any audience and ability to improvise plans to fit any situation. Ability to bring partners, clients, designers, engineers, etc. together to tackle complex problems collaboratively using a broad range of design skills.
  • Champion of design thinking, human-centered design, and the needs of the client. Represents the user to groups who will sometimes have little exposure to this style of co-creation and development?
  • Excellent communication skills both verbally and in writing across functions, teams, and various levels of management including senior executives, customers, and industry partners.
  • Passion for innovation, creative thinking, and new ideas
  • Thinks strategically, handles ambiguity, and interacts with senior business leaders- Critical and creative thinking as well as the ability to execute on the details- Excellent analytical, research and presentation skills
  • Bachelor's degree or equivalent training in design-related field, social sciences or a closely related field. Graduate degree (strongly preferred): MFA / MBA / MPS in Design, Human Factors, Service Design, HCI, CIS, UX Design, Industrial Design or related field 
  • Ability to travel as necessary
Ongoing competence in the role to be assessed by:
  • Annual Performance Appraisal
  • Completion of all assigned Compliance training
Working Environment/Physical Activities
  • PC usage up to 100% of the time.
  • Office equipment such as telephone, copier, and fax machines, etc.
  • Cellular phone may be required.
  • Overtime and weekend hours may be required.

Janus Henderson Investors (including its subsidiaries) will not maintain existing or sponsor new industry registrations or licenses were not supported by an employee’s job functions (as determined by Janus Henderson Investors at its sole discretion). All applicants must be willing to comply with the provisions of Janus Henderson Investors' 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. Janus Henderson Investors is an equal opportunity / Affirmative Action 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.

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US or Canada

Location Information

Denver
Colorado
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