Employee Experience and Effectiveness Manager

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:

At Provident Bank, we know that exceptional customer experiences start with empowered and engaged employees. As our Employee Experience Effectiveness Manager/Leader, you will be responsible for mapping our employee journeys, removing bottlenecks, and creating operational efficiencies to help our team members deliver seamless and personalized customer experiences. Your role will directly impact customer satisfaction, employee engagement, and overall experience operations across the organization.

KEY RESPONSIBILITIES:

Employee Journey Mapping & Experience Design

• Develop and implement employee journey maps for key roles in retail, commercial, insurance and wealth for customer facing and back-office employees.
• Identify pain points and inefficiencies in the employee lifecycle—ensuring touchpoints after onboarding, training activation, process and procedure adoption.
• Utilize employee feedback, engagement surveys, and performance data to continuously refine and enhance the employee experience.
• Partner with HR, Training, and Technology teams to improve support needs of employees in customer facing interactions. 
• Design new process flows in partnership with business lines to streamline customer interactions

Removing Bottlenecks & Enhancing Employee Effectiveness

• Analyze employee/customer workflows, identifying barriers that slow down service delivery.

• Work with IT and Operations teams to streamline processes, make enhancements to outdated workflows, improve digital support tools, and automation.
• Advocate for policy and procedural updates that reduce administrative burdens and allow frontline teams to focus on customer engagement.
• Improve internal communication and knowledge-sharing platforms to ensure employees have quick access to the information they need.

Support & Empower Employees

• Collaborate with commercial, retail, wealth and insurance business heads, digital and contact center leaders, and back-office leadership to understand challenges in delivering superior banking experiences.
• Develop real-time employee support mechanisms, such quick access support tools, training initiatives, and CORE champions.
• Design initiatives that encourage employees to provide personalized, relationship-based banking services while maintaining compliance and operational excellence.

Driving Operational Efficiencies

• Partner with the CX and EX Committees to identify and implement actionable takeaways that align employee effectiveness strategies with customer experience excellence, ensuring a seamless and effective outcome for both employees and customers.
• Work closely with leadership to ensure that customer satisfaction metrics align with employee engagement and performance goals.
• Monitor employee feedback and operational performance to identify trends and implement proactive solutions in partnership with HR.

MINIMUM QUALIFICATIONS:

• 5+ years of experience in employee experience and customer experience, HR, banking operations roles within the financial services sector.
• Strong expertise in employee journey mapping, process optimization, and change management in a banking environment.
• Familiarity with banking technology, CRM systems, and digital tools that enhance frontline employee efficiency.
• Experience collaborating with customer experience, operations, and IT teams to improve banking workflows.
• Exceptional communication, leadership, and problem-solving skills with a passion for empowering employees to deliver exceptional customer experiences.

EDUCATION

• Bachelor’s Degree in Human Resources, Organizational Development, Business Administration, Customer Experience, or a related field, or 10+ years related 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.

Pay Details:

$82,200 - $117,400 annually

Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. 

This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.

Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.