Client and User Experience Specialist

The Client Experience Manager will support the overall growth efforts for the Bank through client-focused marketing initiatives that support ongoing brand awareness and client acquisition and retention. The CX manager will work across all facets of the Bank, understand our clients and prospects and be able to lead CX initiatives through marketing.

Principal Duties & Responsibilities:

Client survey:

Assist in administering client experience survey across multiple lines of business and serve as the liaison to the survey administrator to ensure proper data selection and survey management.
• Review and help communicate survey results to senior leadership.
• Work with the appropriate functional areas and lines of business to provide actionable insights based on client feedback and develop
• CX strategies that can be implemented by the Marketing and Communications team.

CX strategy:

• On an ongoing basis, identify and work with cross-functional teams to identify opportunities to improve customer experience.
• Help develop a strategic client experience roadmap that allows the marketing team to support CX efforts and to provide accountability for addressing known areas for CX growth.

Client data:

• Help to understand and develop customer segments and personas via Salesforce Marketing Cloud that allow for more personalized and tailored marketing content. Work with digital marketing and data teams to determine channel allocation, delivery and distribution of client experience initiatives.

Client outreach:

• Help to plan and run various CX related initiatives to ensure ongoing touchpoints and feedback from clients.
• Work with Line of Business Leaders across the bank to manage organizational wide efforts to engage, recognize and support our clients.

• 5-7 years years of experience working in consumer banking client segments, product, strategy planning.
• 8-10 years years broad experience in transformation role.
• Commercial skills for corporate engagement experience a plus.
• Strong business planning and strategic skills.
• Very strong communication skills.
• Strong collaboration and persuasion skills.
• A passion for delivering excellence in all aspects of the client experience
• Critical thinker, a problem solver and someone adept at both seeing the big picture and understanding nuance.

• Bachelor's Degree in Marketing, Finance, or equivalent Required
• Master's Degree Preferred