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Director of Customer Experience Innovation
2 months ago
Job Summary:
The Director of Customer Experience Innovation will lead the development and implementation of strategic initiatives to drive continuous improvement and innovation in the M&T Bank contact center. This role will be responsible for leveraging Agile Principles, LEAN Six Sigma, CX Design Principles, and Change Management best practices to drive business growth and customer satisfaction.
Key Responsibilities:
- Develop and execute strategic plans to improve contact center operations and customer experience.
- Lead cross-functional teams to design and implement process improvements and new technologies.
- Collaborate with business leaders, technology, and contact center teams to drive business growth and customer satisfaction.
- Develop and maintain metrics to measure contact center performance and customer experience.
- Provide coaching and development opportunities to contact center team members.
- Stay up-to-date with industry trends and emerging technologies to drive innovation and improvement.
- Ensure compliance with M&T Bank's risk and regulatory standards, policies, and controls.
- Promote a culture of diversity and inclusion within the contact center.
Requirements:
- Minimum 13 years' experience in a call center, call center technology, continuous improvement, or bank operations environment.
- Minimum 3 years' managerial experience.
- Excellent customer service skills and ability to use tact and diplomacy.
- Strong knowledge of relevant spreadsheet, word processing, and presentation software.
- Six Sigma Black Belt, Lean Certified, or Agile certification.
- Strong analytical and problem-solving skills to properly deconstruct problems and determine viable solution options.
Preferred Qualifications:
- Minimum of a bachelor's degree in a technical, finance, or business discipline.
- Minimum of 10 years' Process Improvement experience.
- Financial services experience.
- Self-motivated and results-driven individual.
- Well-organized and able to think strategically.
Physical Requirements:
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $118,945.80 - $198,243.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
