About the PRI

The PRI is the world’s leading proponent of responsible investment. It works to understand the investment implications of environmental, social and governance (ESG) factors and to support its international network of investor signatories in incorporating these factors into their investment and ownership decisions.

The PRI’s three distinct capabilities relate to the core elements of the PRI’s approach to achieving a sustainable financial system.

• Translate RI (Responsible Investment) thought leadership into insights and practical support that is tailored to what signatories need to progress their RI practice

• Convene our vast network to create opportunities for collaborative action

• Harness our global scale to influence policymakers and regulators to effect system change 

Job Description

The Signatory Experience team sits within the Marketing and Strategy team and works to deliver continuous improvement in the experience our signatories have with the PRI. We do this by developing a holistic view of our signatories and their needs, primarily through collection and analysis of signatory feedback. ​

The role will be part of the Signatory Experience team, and report to the Director of Stakeholder Services, working closely with the Head of Marketing. The core focus of this role will be to manage the signatory feedback process, gathering and analysing data to develop regular reporting and recommendations for improvements to the signatory experience.

This role will require strong project management, cross-functional collaboration, and experience in  customer experience and/or customer support.

Core Responsibilities

Feedback:

• Responsible for the signatory feedback process

• Review and analysing feedback from signatories

• Prepare recommendations and reports based on analysis, presenting to relevant stakeholders

• Improve the signatory feedback process

• Engage with internal stakeholders to drive compliance with feedback process

• Recommend and implement improvements to the feedback process

Signatory Experience

• Develop and execute plans to improve signatory experience based on recommendations from feedback

• Build signatory sentiment analysis and reporting to inform strategic decision-making

• Own the delivery of signatory sentiment reporting

• Liaise with internal stakeholders to build an holistic picture of signatory sentiment and engagement

Data and Reporting

• Develop systematic data capture processes to standardise and optimise data usage for signatory sentiment and engagement

• Synthesise data from multiple sources into cohesive reports – including CRM data, Marketing Analytics, qualitative and quantitative feedback data.

• CRM (salesforce) reporting

• Maintain and improve dashboards and reports

• Ensure data quality is high and sources are reviewed regularly.

Person Specification  

• Data-Driven Mindset - Utilise data and analytics to make informed decisions and improve customer experiences

• Familiarity with Intercom, Salesforce, and Marketing analytics would be a bonus

• Experience in customer experience or customer support role(s)

• Good analytical skills - CRM (Salesforce), Power BI or similar data visualization tools

• Excellent written communication and verbal presentation skills

• A collaborative and consultative approach to working with others

• Demonstrates a growth mindset, being curious, demonstrating patience and perseverance, actively pursuing continuous professional and personal development

• Excellent networking, relationship management and interpersonal skills and experience of building strong and productive relationships

• Experience in delivering complex projects successfully, including directing others that may not be your direct reports

• Digital marketing exposure is a nice-to-have

• Language skills, other than English, are a plus

We particularly welcome candidates from under-represented groups, including Black, Asian, and other People of Colour, those with visible or non-visible disabilities, LGBTQ+ candidates and those who are neurodivergent.

The PRI is committed to offering flexibility to our employees, both formal (e.g. part-time work) and informal (e.g. a shift in hours to accommodate caring responsibilities). Please talk to us about how we could make this role flexible for you.

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.