Vice President, Affluent Customer Experience Manager

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. It is critical that we create a compelling offering and seamless customer experiences.

As a Customer Experience Manager on the Affluent Banking team, you will lead CX processes and execution for the Affluent segment. The scope of this role includes voice of customer and banker listening posts, metrics reporting and socialization with partners, field engagement, and omnichannel journey transformation. You will own a customer experience framework to identify and solve high impact client pain points, as well as improve key end-to-end  journeys including money movement and servicing. You will work closely with product and policy owners, sales, and operations teams to represent the voice of the client and banker, and drive an optimal customer experience.

You will leverage and develop a multitude of skills, including strategic thinking, influencing, program management, analytics, and communication. You will gain exposure to senior level leaders and 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 influence stakeholders and implement programs and process improvements across the organization. In addition, you will have excellent interpersonal skills which foster teamwork and collaboration.

Job Responsibilities:

• Represent Affluent customer experience in cross-functional forums and be a trusted partner by developing relationships with Product Owners, Fraud / Risk, Operations, and field teams across lines of business
• Develop a customer experience framework and process 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. 
• Employ an end-to-end customer experience approach in order to identify highest impact opportunities, based on key Customer Experience metrics such as NPS and complaints
• Work across functions and lines of business to implement improvements in key client journeys such as wires and fraud servicing, to drive seamless experiences
• Partner with product and process owners to deliver Customer Experience enhancements, negotiating prioritization across various teams’ roadmaps
• Liaising with Legal, Risk, Control and Compliance partners as part of enhancing the customer experience 
• Work with Data Analytics and Finance to quantify opportunities impacts of Customer Experience enhancements 

• Leverage influencing and stakeholder management skills to gain buy in on Customer Experience recommendations

  Required qualifications, skills, and capabilities:

• 6+ years of financial services product, process, customer experience, or project management experience; banking experience 
• Superior project management, problem-solving, and time management skills. Ability to perform well in a deadline-driven, fast-paced environment
• Exceptional interpersonal skills – ability to cultivate and build strong relationships with colleagues at all levels
• Superior communication skills; ability to speak comfortably and effectively to large groups; experience with working and influencing senior stakeholders
• Strategic thinker with a relentless focus on the customer experience
• Ability to manage and create structure, fully embrace change in a rapidly changing environment
• Ability to actively work within a team environment while driving accountability for personal goals
• Ability to influence and collaborate across a highly matrixed organization
• Ability to lead multi-stakeholder projects and workstreams end-to-end
• Independent, personable, proactive learner and listener
• Bachelor’s degree or equivalent experience