At Franklin Templeton, we’re driving our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that’s both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we offer opportunities not only to help you reach your potential but also to contribute to our clients’ achievements.

Come join us in delivering better outcomes for our clients around the world!

Within the Marketing organization, the Digital Experience Optimization Director is responsible for enhancing customer experiences through scalable, AI-enabled digital solutions across all global Franklin Templeton websites. The role involves developing and executing the digital strategy by driving collaboration with cross-functional teams and business units to elevate customer satisfaction and success. The Director is accountable for digital channel metrics, including customer engagement/adoption, speed to task, digital straight-through processing, and channel satisfaction.
 

What are the ongoing responsibilities of the Digital Experience Optimization Director?

Responsible for managing the customer self-service strategy, including developing and implementing solutions that enable customers to complete self-service online and ensure customers receive timely and effective support

Collaborates cross-functionally with other departments to align on customer service initiatives with enterprise objectives

Responsible for measuring effectiveness of the customer self-service strategy, including tracking, reporting on and optimizing key performance metrics such as customer satisfaction, response times, engagement and deflection rates

Collaborate with cross-functional teams to effectively capture and address customer issues raised through various channels

Identify opportunities to elevate self-service tools through AI, machine learning and emerging technologies

Continuously improve workflows and processes to boost efficiency, self-service adoption, and overall customer satisfaction

People & Team Leadership

Build and lead a high-performing team of analytics, operations, and digital marketing professionals, fostering a culture of collaboration, innovation, and continuous improvement.

Mentor and develop team members to ensure they deliver impactful insights and drive operational improvements.

Champion a data-driven culture across the organization, empowering teams to make informed decisions that enhance customer experience and business outcomes.

Develops talent for succession, continuity, and promotion.

Analytics & Insights

Lead analytics efforts to provide actionable insights on customer behavior, marketing performance, and product usage to inform strategies for trial, onboarding, adoption, and expansion.

Drive performance measurement and reporting to ensure alignment with business goals.

Partner with cross-functional leaders to ensure that data-driven insights inform decisions and processes are optimized for scalability and growth.

Leverage centralized dashboards and reporting tools to provide a holistic view of digital experience initiatives, ensuring real-time insights across customer segments.

Operational Excellence

Lead end-to-end operations, including forecasting, reporting, and process improvements to enhance efficiency across scaled marketing and analytics functions.

Establish and maintain KPIs and performance metrics to monitor outcomes, track progress, and inform continuous improvements across the customer journey.

Oversee optimization of operational processes, ensuring seamless execution of scalable marketing programs and digital marketing efforts.

Collaborate with cross-functional teams, including marketing, sales, technology, client service, operations, and other affiliates to drive alignment on priorities and execution across global business initiatives.

What ideal qualifications, skills and experience would help someone to be successful?

Bachelor’s degree in business administration or related discipline with relevant work experience. MBA preferred but not required.

10+ years of experience in marketing analytics, or business operations, with at least 5 years in a senior leadership capacity.

Experience leading analytics and operations in scaled marketing environments, including Performance Marketing, SEO, Website Analytics, and in-product marketing.

Demonstrated ability to drive strategy through data, including building forecasts, identifying trends, and developing actionable insights.

Proven success in managing cross-functional teams, large-scale operations, and complex business processes.

Exceptional leadership, communication, and interpersonal skills, with the ability to influence stakeholders at all levels of the organization.

Expertise with data and analytics tools, including Tableau, SQL, and other business intelligence platforms.

Strong business acumen, analytical mindset, and a focus on delivering results.

Proven ability to leverage technology platforms in support of enhancing effectiveness and efficiency, as well as better engaging clients.

Comfort working in high-growth, fast-paced environments that require high levels of collaboration and influencing.  Experience working in a matrixed organization.

Franklin Templeton offers employees a competitive and valuable range of total rewards—monetary and non-monetary — designed to support their well-being and recognize their time, talents, and results. Along with base compensation, employees are eligible for an annual discretionary bonus, a 401(k) plan with a generous match, and recognition rewards. We also offer a comprehensive benefits package, which includes a range of competitive healthcare options, insurance, and disability benefits, employee stock investment program, learning resources, career development programs, reimbursement for certain education expenses, paid time off (vacation / holidays / sick / leave / parental & caregiving leave / bereavement / volunteering / floating holidays) and a motivational wellbeing program. We expect the annual salary for this position to range between $148,300 - $192,400, depending on level of relevant experience, plus discretionary bonus.

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Experience our welcoming culture and reach your professional and personal potential!

Our culture is shaped by our diverse global workforce and strongly held core values. Regardless of your interests, lifestyle, or background, there’s a place for you at Franklin Templeton. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.

Hear more from our employees

By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life’s adventures, taking care of your family members, or making a positive impact in your community, we aim to have your needs covered. Learn more about the wide range of benefits we offer at Franklin Templeton.

Highlights of our benefits include:

Three weeks paid time off the first year

Medical, dental and vision insurance

401(k) Retirement Plan with a generous company match on your pre-tax and/or Roth contributions, up to the IRS limits

Employee Stock Investment Program

Reimbursement for certain education expenses 

Purchase of company funds with no sales charge

Onsite fitness center and recreation center*

Onsite cafeteria*

*Only applicable at certain locations

Learn more about the wide range of benefits we offer at Franklin Templeton

Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation. 
 
Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation or adjustment to search for or apply for one of our positions, please send an email to accommodations@franklintempleton.com. In your email, please include the accommodation or adjustment you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.