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Customer Experience, Consumer Research

3 months ago

Birmingham, Alabama, United States Regions Full time

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

At Regions, the Customer Experience, Consumer Research & Competitive Intelligence Manager develops and implements customer-centric programs and frameworks. This role is responsible for executing, and serving as the face of, the Customer Experience strategy to the consumer organization. The incumbent will be expected to establish deep partnerships with key internal stakeholders and create cross functional processes to best foster a consistent and connected experience for customers.

Primary Responsibilities

  • Develops, communicates, and implements a clear long-term and short-term customer-centric strategy across the consumer organization and a stakeholder engagement strategy in line with enterprise strategy
  • Identifies critical business opportunities (both short and long term) that enable transformational change across the enterprise
  • Develops framework, anchored on the customer journey and moments that matters, that guides the work and decisions of the organization
  • Serves as the face of the Customer Experience strategy to the Consumer organization, and ensures understanding and alignment of the CX Vision, as well as critical success metrics and our path to achieving them
  • Continuously refreshes and adds depth to our strategic vision through primary and secondary research, competitive intelligence, and other strategic frameworks
  • Embeds measurement system into short-term and long-term CX strategy to help identify and prioritize improvements in customer experience
  • Partners with Consumer Insights and Analytics team to identify critical data and metrics to track on an ongoing basis
  • Helps to develop an enterprise level of understanding of and buy-in for the most critical customer touch points across the customer journey that drive real value to the customer and the enterprise
  • Establishes deep partnerships with key internal stakeholders across the business and creates cross functional processes that enable a consistent and connected experience for customers
  • Influences key decision makers to challenge conventional practices and instill customer insights into the decision-making processes
  • Designs, develops, and implements programs and policies at the enterprise and divisional levels
  • Builds a deep understanding of our products, customers and competitors, across the social media business landscape, and stay knowledgeable about the latest technology and industry trends
  • Gathers and distills insights to understand customer use cases and competitive differentiation in order to educate cross-functional partners and drive strategic insights.

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

This position is incentive eligible.

This is a single incumbent position.

Requirements

  • Bachelor's degree in related field
  • Ten (10) years of experience in consumer experience and/or strategy or related field
  • Five (5) years of supervisory/management experience

Preferences

  • Master's degree

Skills and Competencies

  • Ability to lead cross functional teams
  • Ability to manage multiple projects
  • Ability to work under pressure and meet deadlines
  • Advanced data analytics skills
  • Broad knowledge of the business, industry and organization
  • Demonstrated leadership capabilities
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
  • Strong verbal, written communication, and organizational skills
  • Strong work ethic and self-motivation

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

$151,330.80 USD

50th Percentile:

$214,430.00 USD

Incentive Pay Plans:

This role is eligible to participate in the annual discretionary incentive plan. Employees are eligible to receive a discretionary award based on individual, business, and/or company performance.Opportunity to participate in the Long Term Incentive Plan.Location:Birmingham, Alabama

Bring Your Whole Self to Work

We have a passion for creating an inclusive environment that promotes and values the differences that make each of us stand out as unique individuals and help provide valuable perspective that makes us a better company and employer. More importantly, we recognize that creating a workplace where everyone, regardless of background, can do their best work and thrive is the right thing to do.

OFCCP Disclosure: Equal Opportunity Employer/Disabled/Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.