Customer Experience Manager

7 days ago

Birmingham, Alabama, 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 goals.
  • 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 the 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 package. The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum: $151,330.80 USD

Median: $214,430.00 USD

This role is eligible to participate in the annual discretionary incentive plan. Employees are eligible to receive a discretionary award based on individual, business, and/or company performance. Opportunity to participate in the Long Term Incentive Plan.

Regions Bank offers a benefits package that is flexible, comprehensive, and recognizes that "one size does not fit all" for benefits-eligible associates. The benefits package includes paid vacation/sick time, 401K with company match, medical, dental, and vision benefits, disability benefits, health savings account, flexible spending account, life insurance, parental leave, employee assistance program, and associate volunteer program.

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