CX/UX Lead

1 week ago

Waltham, United States Cambridge Savings Bank Full time
POSITION: CX/UX Lead

Summary:

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity and inclusion. Are you passionate about creating exceptional customer experiences? Do you find yourself thinking about things from others’ point of view and thrive on uncovering opportunities to enhance their experiences? We're seeking a CX/UX Lead who combines data-driven insights with deep empathy, recognizing the pivotal role compassion plays in delivering customer-centric experiences. In this role, you will craft innovative customer experience strategies founded on data-driven insights and implement effective CX solutions, working collaboratively with both internal and external partners to ensure seamless experiences across customer journeys and interactions.

Key Result Areas:

Design, maintain, and improve current and future customer experience journeys to push the boundaries of what’s possible to deliver exceptional and consistent customer experiences through various approaches and techniques, such as:

o Adopting journey mapping, storyboarding, information modeling, or other innovative methods.

o Synthesizing internal and external data, research, and insight.

o Conducting usability or other research to unearth customer needs and experiences with a particular focus on the digital front.

Identify opportunity segments or journeys and help prioritize them based on customer current pain points as well as future needs and trends.
Work with internal and external teams to help define business processes and requirements and shape product strategies, ensuring the processes/requirements are identified, prioritized, and tracked to support the customer journeys.

o Lead brainstorming sessions or workshops with business owners, product managers, marketing, IT, and external partners to facilitate collaboration and innovation.

Initiate, review, and orchestrate CX improvement initiatives; and help measure and communicate their impact on customer experiences.
Actively participate in defining and redefining CX goals, priorities, and KPIs.
Foster and drive customer-centric approaches and empathy throughout the organization that are centered around customer journey as a whole and cumulative experiences beyond specific interaction, products or business lines.
Perform additional duties as required.

Qualifications:

Bachelor’s degree preferred
A customer/user advocate with a unique ability to see the world through the eyes of the customer and a proven track-record building customer-centric solutions in multi-channel environments.
7+ years’ experience in CX management, customer journey design, user experience research & design, or similar role.
Hands-on experience with designing customer experience journeys and translating customer requirements in process maps or service blueprints.
Ability to process, analyze, and synthesize data from primary and secondary research, and operational data sources.
Strong influencer with the ability to mobilize others cross functionally.
Expertise in user experience/usability research and other quantitative and qualitative research methodologies preferred.
Experience with financial services or other regulated industries is a plus.
Excellent written and verbal communication skills.
Ability to work independently on projects and assigned tasks, well as collaborate effectively with a team.
Excellent project management skills, highly organized with meticulous attention to detail.
Self-motivated, takes initiative, and can handle multiple projects simultaneously while prioritizing effectively.
Proficient in Microsoft Programs, including Word, Excel, and PowerPoint, as well as other digital platforms used in CX/UX designs (e.g., Visio, Adobe Illustrator, etc.).

The above description covers the most significant major responsibilities but does not exclude other occasional responsibilities and accountabilities the inclusion of which would be in conformity with the major purpose of this job.

Location:

Hybrid/Waltham, Massachusetts

About Cambridge Savings Bank:

Cambridge Savings Bank is a full-service banking institution with over $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. In March 2023, Kroll Bond Rating Agency affirmed CSB’s investment-grade rating, reinforcing the bank’s position as a reliable business lender. To learn more about how CSB can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship. Member FDIC. Equal Housing Lender. NMLS # 543370

Cambridge Savings Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.

#LI-Hybrid

  • CX/UX Lead

    2 weeks ago

    Waltham, United States Cambridge Financial Full time

    POSITION: CX/UX Lead Summary: At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity and inclusion. Are you passionate about creating exceptional customer experiences? Do you find yourself...

  • CX/UX Lead

    2 weeks ago

    Waltham, United States Cambridge Savings Bank Full time

    POSITION: CX/UX LeadSummary:At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity and inclusion. Are you passionate about creating exceptional customer experiences? Do you find yourself...

  • CX/UX Lead

    1 week ago

    Waltham, United States Cambridge Savings Bank Full time

    POSITION: CX/UX LeadBelow covers everything you need to know about what this opportunity entails, as well as what is expected from applicants.Summary:At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment...

  • CX/UX Lead

    2 weeks ago

    Waltham, MA, United States Cambridge Savings Bank Full time

    POSITION: CX/UX LeadSummary:At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity and inclusion. Are you passionate about creating exceptional customer experiences? Do you find yourself...

  • CX/UX Lead

    2 weeks ago

    Waltham, MA, United States Cambridge Savings Bank Full time

    POSITION: CX/UX LeadSummary:At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity and inclusion. Are you passionate about creating exceptional customer experiences? Do you find yourself...

  • Lead Product Designer

    3 weeks ago

    Waltham, United States Constant Contact Full time

    We have an opening for a Lead Product Designer who will develop the experience design discipline within the organization and deliver superior user experiences to achieve business objectives and successful client outcomes. You will apply UX and UI principles and methodologies to enhance product design through user research and testing and solve complicated...

  • Software Technical Lead/ Manager

    2 months ago

    Waltham, Massachusetts, United States Boston Dynamics Full time

    We are seeking an experienced Software Developer to act as Tech Lead and Manager for the new Atlas Applications team. In this role, you'll be responsible for building out the application software which turns the amazing Atlas robot into a complete solution for our customers. The technical scope covers Human-Robot Interaction, AI interactions, advanced UI,...

  • Senior Product Manager

    6 days ago

    Waltham, United States Get It Recruit - Hospitality Full time

    DescriptionWe are seeking a dynamic and experienced Product Manager with a background in interactive web applications or SaaS product management to help evolve our cutting-edge customer interaction analytics solutions. This rapidly growing field focuses on analyzing both written and verbal conversations between businesses and their customers. As a pioneer...

  • Senior Product Manager

    6 days ago

    Waltham, United States Get It Recruit - Hospitality Full time

    DescriptionWe are seeking a dynamic and experienced Product Manager with a background in interactive web applications or SaaS product management to help evolve our cutting-edge customer interaction analytics solutions. This rapidly growing field focuses on analyzing both written and verbal conversations between businesses and their customers. As a pioneer...

  • Product Manager

    1 week ago

    Waltham, United States CallMiner Full time

    Job DescriptionJob DescriptionCallMiner is looking for a Product Manager with interactive web application or SaaS product management experience to help us to continue to evolve our market leading customer interaction analytics solutions. Customer interaction analytics or the analysis of both written and verbal conversations between businesses and their...

  • Automation Systems Engineer

    2 days ago

    Waltham, Massachusetts, United States Acorn Product Development, Inc. Full time

    Job OverviewAcorn Product Development, Inc. is seeking a skilled Mechanical Engineer with a focus on robotics and automation to assume a pivotal role in our engineering team. This position offers the opportunity to lead technical initiatives and contribute to the development of cutting-edge products.With over three decades of expertise in product development...

  • Mechanical Design Engineer

    4 days ago

    Waltham, Massachusetts, United States Acorn Product Development, Inc. Full time

    About Acorn Product Development, Inc.Acorn Product Development, Inc. is a leading product development consulting firm with 31 years of experience in the industry. We partner with clients ranging from high-profile start-ups to Fortune 100 & 500 companies to develop innovative products and technologies.Job SummaryWe are seeking an experienced Mechanical Design...

  • Mechanical Design Engineer

    4 days ago

    Waltham, Massachusetts, United States Acorn Product Development, Inc. Full time

    About Acorn Product Development, Inc.Acorn Product Development, Inc. is a leading product development consulting firm with 31 years of experience in the industry. We partner with clients ranging from high-profile start-ups to Fortune 100 & 500 companies, working on ground-breaking technologies and developing bleeding-edge designs.Job DescriptionWe are...

  • CxO Initiatives, Marquee Experience Manager

    2 months ago

    Waltham, United States ServiceNow Full time

    Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for...

  • CxO Initiatives, Marquee Experience Manager

    2 months ago

    Waltham, United States ServiceNow Full time

    Job DescriptionJob DescriptionCompany DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless...

  • Principal Software Engineer

    2 months ago

    Waltham, United States Intralinks Full time

    SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare...