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CX/UX Lead
2 months ago
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 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.
