Chief Operating Officer, Fin Tech Client Experience

Chief Operating Officer, Fin Tech Client Experience

**Why Nasdaq**

When you work at Nasdaq, you're working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we're all valued for our unique perspective.

Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.

Here, we're committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.

**What we offer**

You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn and grow and rewards with a global impact we create.

In return, you will receive a competitive salary package, incredible health and financial wellbeing benefits, including dental, vision, & prescription coverage, 401K matching, tuition repayment or reimbursement options, paid vacation and parental leave, and more.

**What you will do**

Reporting to the Chief Client Experience (CX) Officer in Nasdaq's Financial Technology division, you will join the CX Leadership team, and work with us as we design and roll out FinTech's new CX Operating Model across highly diverse, globally distributed teams.

As the Chief Operating Officer, you will lead all aspects of departmental initiatives from development through successful execution in close collaboration with the Leadership Team.

You will support CX executives in decision-making, leading program management, and initiative implementation. You will facilitate cross-functional touch points outside CX, such as Strategy, Finance, People Team, Product & Software Engineering and Sales.

You will strive to improve processes and coordinate efforts among key partners, peers and team members for optimized efficiency and productivity across CX.

**Specifically, you will**:

- Supervise strategic business initiatives from conceptualization to implementation through to BAU, coordinating and planning the corresponding activities, focusing on optimal execution and smooth adoption by the wider CS teams.
- Lead development of diverse strategic presentations and cases - play an active role in analyzing data, identifying insights, conducting risk analysis, and crafting compelling narratives and cases for change.
- Plan, coordinate, lead or attend, and keep contents of meetings and workshops
- Suggest success indicators for initiatives that are in scope of the CX organization. Establish, monitor, measure and report progress towards goals.
- Craft and deliver intra and extra department (CX) communication plans. Partner with Client Experience functional leaders, People Team representatives as well as internal / corporate communications
- Provide leadership with insight and analysis on the CX organizational sub-function operations. Implement a dashboard approach to be used in Quarterly Business Reviews and Investor Days, partnering with Sales and Finance.

**What will help you excel in this role**
- Experience in and deep understanding of a Client Success organization, its sub-functions and how they interact to develop a great global customer experience in the FinTech and /or RegTech space.
- Background in operations management - commercial awareness and business sense - experience with budget management.
- At ease with numbers - extensive experience with sophisticated, ambiguous, data set analysis.
- Experience in planning and leading pivotal initiatives - mature project management skills - confirmed experience coordinating multiple teams
- Executive Presence - ability to interact with senior executives - consultative approach - ability to adjust communication style to various audiences - excellent oral and written communication skills
- Culturally aware, at ease in a multicultural, highly distributed workplace - a role model for DE&I and more globally, Nasdaq's values.
- Forward-thinking business mind with a focus on developing innovative solutions - high versatility, orientation to pragmatism, results, and efficiency.

**Come as You Are**

Job ID R0021589