The Power of Community Management: A Financial Services Success Story

Senior consultant and community manager Kaitlin Connor was involved in the rollout of a Fortune 100 investment bank's enterprise collaboration platform powered by Jive.  From 2013 to 2016, she worked as an embedded community manager onsite at their offices in New York City.

 

During her tenure, Kaitlin evangelized the platform throughout the enterprise, driving adoption and engagement from grass root employees to executives. She liaised with business unit stakeholders across the firm and helped identify areas of workflow and communication that could be enhanced with Jive.  Upon identifying such initiatives, Kaitlin proceeded to develop and execute custom plans that met each team's needs by leveraging their internal community.  

 

A few key use cases she worked to implement and support include:

  • The development of a change management use case geared toward Financial Advisors (FAs) as their everyday technologies underwent a major transformation.  The community allowed for FAs to view upcoming changes, ask questions, and submit enhancements.  This community introduced a new two-way communication model within the business; it was the first of its kind and is now serving as a model for other change control initiatives.
  • Provided support for a front office business unit in the re-launch of a Jive knowledge repository and departmental intranet use case which streamlines the way employees consumes prepared content and stay current on industry news and trends.
  • Engaged with Corporate Affairs to build and oversee the implementation of a firm-wide philanthropy use case targeting 60k employees. 
  • Strategy consultation for the Technology Client Engagement team to create and deploy Jive portals that drive better employee engagement around their messages; including a global program that moved the Firm to a new mobile offering.  

 

"Kaitlin has been instrumental in the success of Jive at our firm.  There is always a risk of low adoption when bringing new tools into the environment but she was able to identify those risks as opportunities and work with clients to add real business value.  The attention to detail from start to finish has been superb.  Without this help, our execution wouldn’t be the success it is today."  

 

Bruno S., Vice President

 

Jive created a medium where employees could disseminate information and collaborate with one another regardless of organizational structure or geographic barriers. New community use cases continued to grow and the platform scaled quickly throughout the firm. At the end of Kaitlin's engagement, the collaboration platform's active users had grown from 1k to 40k.