Customer Experience Manager

9 hours ago

Birmingham AL USA, United States Regions Bank Full time
Job Description:

At Regions Bank, we are seeking a highly skilled Customer Experience Manager to join our team. This role is responsible for developing and implementing customer-centric programs and frameworks that drive business growth and customer satisfaction.

Key Responsibilities:
  • Develop and communicate a clear customer-centric strategy across the consumer organization and stakeholder engagement strategy in line with enterprise strategy
  • Identify critical business opportunities that enable transformational change across the enterprise
  • Develop a framework that guides the work and decisions of the organization, anchored on the customer journey and moments that matter
  • Serve as the face of the Customer Experience strategy to the Consumer organization, ensuring understanding and alignment of the CX Vision, critical success metrics, and path to achieving them
  • Continuously refresh and add depth to our strategic vision through primary and secondary research, competitive intelligence, and other strategic frameworks
  • Embed a measurement system into short-term and long-term CX strategy to help identify and prioritize improvements in customer experience
  • Partner with Consumer Insights and Analytics team to identify critical data and metrics to track on an ongoing basis
  • Help develop an enterprise-level 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
  • Establish deep partnerships with key internal stakeholders across the business and create cross-functional processes that enable a consistent and connected experience for customers
  • Influence key decision-makers to challenge conventional practices and instill customer insights into decision-making processes
  • Design, develop, and implement programs and policies at the enterprise and divisional levels
  • Build 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
Requirements:
  • Bachelor's degree in a related field
  • Ten (10) years of experience in consumer experience and/or strategy or related field
  • Five (5) years of supervisory/management experience
Preferred Qualifications:
  • Master's degree
  • 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 and Benefits:

Regions Bank offers a competitive compensation package, including a base salary, incentive pay plans, and a comprehensive benefits program. This role is eligible to participate in the annual discretionary incentive plan and the Long Term Incentive Plan.

Please note that benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time.

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