Affluent Customer Experience, Senior Associate

The Affluent Banking team is focused on managing the Affluent business and innovating the Private Client program for an increasingly competitive and dynamic customer segment. This is a unique opportunity to manage and maintain relationships with clients by earning trust, thoroughly understanding client needs, providing targeted advice, developing thoughtful solutions and delivering an exceptional client experience. 

 As a Client Experience Senior Associate in the Affluent Banking team, you will lead CX processes and execution for the Affluent segment and work closely with product, Branch, and Operations teams to represent the voice of the client and banker, and advocate for an optimal customer experience. This role will support a customer experience framework to identify and solve client high impact pain points, and help improve high friction client journeys. You will work closely with product, Branch, and Operations teams to represent the voice of the client and banker, and advocate for an optimal customer experience.

The Client Experience Senior Associate will leverage and develop a multitude of skills, including strategic thinking, project management, analytics, and communication. You will gain exposure to  multiple stakeholders across lines of business and functional areas.

You will have a relentless focus on the end-to-end customer experience, the ability to synthesize voice of the client data into actionable recommendations, manage projects and process improvements, and possess excellent interpersonal skills which foster teamwork and collaboration.

Job Responsibilities:

• Represent the affluent client and banker experience in shared forums as a trusted partner by developing relationships with Product Owners, Operations, and field teams 
• Manage the Banker feedback process, responding to the field in a timely manner and sharing themes across teams. Seek ongoing process improvements.
• Develop customer experience processes to distill insights from quantitative and qualitative client and employee feedback channels
• Synthesize client and employee feedback into actionable strategies and tactics. Apply a competitive lens where applicable to develop recommendations.
• Work across functions and lines of business to support improvements in key client journeys to drive seamless experiences
• Support day-to-day customer experience management efforts, including preparing business reports, CX highlights, and presentations

Required qualifications, skills, and capabilities:

• 3+ years of financial services product, process, CX, or project management experience; banking experience.
• Strong project management, analytic, problem-solving, and time management skills. Ability to perform well in a deadline-driven, fast-paced environment.
• Strong communication and interpersonal skills; ability to speak comfortably and effectively to large groups, and to cultivate strong relationships
• Strategic thinker with a relentless focus on the customer experience. Personable, proactive learner and listener
• Ability to collaborate across a highly matrixed organization and to embrace change in a rapidly changing environment
• Ability to actively work within a team environment while driving accountability for personal goals. Ability to lead multi-stakeholder projects and workstreams end-to-end
• Bachelor’s degree or.equivalent experience