Head of Customer Experience at Citizens Bank in Dedham, MA

[Sampada Marathe]

https://www.linkedin.com/jobs2/view/181711002

Job description

Description

Dynamic, collaborative and creative individual needed to define and implement our Customer Experience strategy. This highly visible leadership role will define and implement our enterprise wide customer experience strategy to drive customer loyalty. This role will report directly to our chief marketing officer and head of Consumer strategy for Citizens Bank.

• Ensure holistic view of the customer experience enterprise wide; all products and channels via design sessions, and via root cause analysis of complaints and issues data
• Create customer experience improvement plan and influence implementation of key initiatives to improve results and drive customer loyalty
• Execute and manage escalated problem resolution via office of the chairman, regulatory responsibility for continued implementation of customer complaint policy
• Execute, manage, and analyze research for all Citizens Bank ($2 MM)
• Deep understanding of our customer through research and analysis related to customer loyalty; understand the competition
• Monitor and measure customer service initiatives and ensure objectives are included within performance management processes
• Builds highly effective, highly motivated team of colleagues and partners
  

Qualifications

• Previous experience leading strategic customer experience programs
• Strong knowledge of customer satisfaction drivers and dissatisfiers
• In depth experience and understanding of voice of customer
• Demonstrated experience influencing leaders to drive the customer experience strategy and improvements across products/channels
• Strong analytics capability to integrate multiple data sources (research, complaints data, 3rd party data like JD Powers, etc.) to inform decisions to drive customer experience & loyalty and determine root cause of problems
• Strong knowledge of research methodologies and appropriate applicability of each
• Excellent leadership and relationship building skills
• Strong people management capabilities
• Bachelor’s degree required, advanced degree preferred
• 15+ years’ experience in a consumer/commercial leadership role with direct responsibility for delivering exceptional “customer experience”
  

Hours & Work Schedule

Hours per Week: 40
Work Schedule: Monday-Friday 8:00AM-5:00PM

Why Work with Us

At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Opportunity & Affirmative Action Employer Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.