Digital Banking Experience Leader

3 days ago


Phoenix, Arizona, United States SMBC Full time
Company Overview
SMB is a leading banking corporation with a mission to create a new, 100% digital bank that serves customers' best interests. With a close-knit team of seasoned financial services professionals, we are committed to doing it all the right way.

We work with the flexibility and speed of a start-up, but also have significant stability and capital from being part of the SMBC Group. Our bank offers competitive benefits and salaries, as well as opportunities for professional growth and development.

The anticipated salary range for this role is between $145,000 and $175,000, with an annual discretionary incentive award. The specific salary will be based on individual qualifications and market rates.

Job Description
We are seeking a creative mind to join our team as a Customer Experience, Voice of Customer. As a key member of our cross-functional team, you will be responsible for translating customer feedback into actionable insights that drive improvements. You will gather requirements and create reporting that meets business needs, and synthesize customer experience surveys with other transactional, operational, and demographic sources of data across the customer journey.

Your responsibilities will include handling complaints from various channels, including regulatory agencies, business units, social media, and contact center. You will analyze emerging trends, wins, and opportunity areas in customer experience, and consolidate customer feedback data with other transactional, operational, and behavioral sources of data to paint a clear picture of experience drivers.

Required Skills and Qualifications
To succeed in this role, you will need 7+ years of experience in customer-facing and/or business roles, with 3+ years of experience in data analysis, statistical analysis, marketing analytics, or similar quantitative fields. You should also have 2+ years of experience in complaints management, and be familiar with compliance and audit requirements.

You will need excellent verbal, written, and interpersonal communication skills, and be able to influence people outside your immediate span of control. You should have experience working with and knowledge of Customer Experience and Voice of Customer Metrics (NPS, CSAT, etc.), CX surveys, and customer feedback, and be able to write and communicate requirements to business and technology partners.

Benefits
As a valued member of our team, you can expect a competitive portfolio of benefits, including cash compensation, and opportunities for professional growth and development. You will work with a talented team of professionals who share your passion for innovation and excellence, and contribute to creating a unique and engaging customer experience.

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