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Director of Customer Experience Innovation

4 weeks ago

Buffalo, New York, United States M&T Bank Full time
Job Title:

Director of Customer Experience Innovation

Job Summary:

M&T Bank is seeking a highly skilled and experienced professional to lead our Contact Center's continuous improvement and strategic innovation efforts. As the Director of Customer Experience Innovation, you will be responsible for driving business growth, improving customer satisfaction, and enhancing operational efficiency.

Key Responsibilities:
  • Develop and implement strategic plans to improve customer experience and drive business growth.
  • Lead cross-functional teams to design and implement process improvements, leveraging Agile principles, LEAN Six Sigma, and CX Design Principles.
  • Collaborate with business leaders, technology, and the Contact Center team to identify opportunities for improvement and develop solutions.
  • Measure and track the effectiveness of process improvements, ensuring alignment with business objectives.
  • Exercise leadership and management skills, including staffing, performance appraisals, promotions, salary recommendations, and performance management.
  • Understand and adhere to M&T Bank's risk and regulatory standards, policies, and controls.
  • Promote a culture of diversity and inclusion, reflecting the M&T Bank brand.
Requirements:
  • Combined minimum 13 years' higher education and/or relevant work experience in call center, call center technology, continuous improvement, or bank operations environment, inclusive of a minimum of 3 years' managerial experience.
  • Excellent customer service skills, with the 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, with the ability to deconstruct problems and determine viable solution options using data as a guide.
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, results-driven, and well-organized individual.
  • Ability to think strategically.
Compensation:

The pay range for this position is $118, $198,243.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location:

Williamsville, New York, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.