Customer Experience Director

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community?  Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York.  Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.  At Provident Bank, we are committed to enhancing our customer and employees’ experience. 

POSITION OVERVIEW:

The person in this role will have a passion for creating, coaching and driving excellent customer experiences and proficiency in collecting, analyzing, and synthesizing information to produce actionable outcomes for a best-in-class customer experience.  The incumbent will oversee the day-to-day activities of the CX department.  They will have a proven track record as a recognized customer experience leader and will drive thought leadership and a customer centric culture. 

KEY RESPONSIBILITIES:

• Constantly exploring new tools and techniques in the industry to help cross functional teams understand customer behavior across journeys
• Manage relationship with journey analytics partners and define scope and strategy that’s aligned with organizational strategic goals
• Develop use cases to help showcase journey analytics capabilities to current and potential partners
• Share learnings and capabilities with broader analytics community and advocate use of journey analytics data and tools in defining customer engagement and growth strategies across platforms
• Develop programs, processes and tools to increase engagement between our customers and their solutions
• Maintain current knowledge of major customer business processes at Provident, including evolving plans, while including needs for customer information. Participate in customer process journey mapping and other CX transformational initiatives.
• Ensure gaps in customer satisfaction are identified and analyzed by CX team, with results and opportunities for improvement communicated effectively.
• Identify, develop and deliver opportunities to develop advisory solutions to address customer problems and identify commercialization opportunities for the business lines.
• Constantly evaluate opportunities to add critical customer behavior data to journey views to better understand customer needs and pain points
• Track and maintain improvements made for customers as an outcome of above processes
• Serve as an empowered representative for CX leadership in various meetings, and committees as appropriate.
• Stay up to date on the latest CX trends and find opportunities to implement with organization
• Participate in customer process journey mapping and other CX transformational initiatives
• Design customer facing and employee facing materials to ensure brand, tone and messaging consistency.
• Support partner teams with process flows and brand aligned scripting
• Review documents, letters and website content to ensure customer centric messaging
• Act as change agent and thought leader by capturing and sharing customer experience best practices across the organization.
• Partner with customers to understand their views and insights, utilizing VOC feedback
• Build a network of relationships internally and externally, with key partners and customers to stay current on issues impacting sales or growth

MINIMUM QUALIFICATIONS:

• 10 years + in Customer Experience, field with demonstrated hands-on experience in consumer and commercial markets.
• Experience with insurance and wealth a bonus
• Strategic thinker
• Strong command of CX processes and CX data and analytics
• Sound understanding of end-to-end customer journeys
• Experience with tools and reporting structures of CX
• Experience with CX listening software
• Self-starter, self-motivated
• Strong ability to multi-task
• Adaptable to a highly changing environment
• Familiarity with banking regulations
• Excellent written and verbal communication skills
• Ability to drive collaboration with cross-functional teams

EDUCATION

• BA/BS degree or relevant experience

WORKING CONDITIONS:

Work is performed in a normal office environment. Noise levels are usually moderate. This position involves travel to customers and property locations.

• Prolonged sitting
• Lifting from 5 to 10 lbs. (printer paper, storage boxes)
• Occasional bending or overhead lifting (storing files or boxes)
• The hazards are mainly those present in a normal office setting

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here.                    

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.

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