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Customer Experience Director

2 months ago

Trenton, United States Provident Bank Full time

Role Summary

In this role, the incumbent will establish and execute a roadmap for a Voice of the Customer (VoC) and Net Promoter Score (NPS) program, refining it on an ongoing basis and communicating its status to executive stakeholders. The incumbent will have a successful track record as a recognized customer experience leader and will drive thought leadership and a customer-centric culture throughout the organization to achieve best-in-class experiences. Set VoC strategy and methodology, including tracking and explaining NPS and customer experience ratings scores, customer feedback and sentiments, key drivers, and other relevant key performance indicators Build the Customer Experience committee to support complex needs of our banking products users Develop programs, processes, and tools to increase engagement between our customers and their solutions, to build awareness, increase knowledge, and drive adoption Direct and lead strategic projects tied to improving the overall member experience across business areas Partners across all functional disciplines to drive improvements that increase employee, customer, and partner satisfaction Lead cross-functional work teams to identify, develop, and/or oversee initiatives targeted at improving member experience and serve as Chair of the Customer Experience Committee Act as a change agent and thought leader by capturing and sharing customer experience best practices across the organization, as well as with partners and customers Build a network of relationships, internally and externally, with key partners and customers to stay current on issues impacting sales and growth Strategic and visionary thinker with extensive program management experience to drive cross-functional improvement programs Ability to negotiate and build credibility with internal organizations and lead across business lines toward a common goal Strong command of data and analytics with the ability to generate meaningful and timely insights Sound understanding of end-to-end customer interactions Understanding of technology and best practices for how to deliver an outstanding Customer Experience Experience with tools and reporting to measure and evaluate Customer Experience is a plus Must be a self-starter, motivated individual who works well under pressure Ability to multitask, prioritize, and coordinate tasks to meet multiple deadlines Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment Ability to drive collaboration with cross-functional teams to achieve effective solutions Effective communication skills with all levels, including the ability to influence at the executive level Excellent written and verbal communication, facilitation, and presentation skills Ability to travel approximately 25%, regionally.

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