Bank of the West Customer Experience Manager / Principal in City of Industry, California
Customer Experience Manager / Principal
At Bank of the West, our people are having a positive impact on the world. We’re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people’s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we’re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.
Job Description Summary
Summary: Lead and support the acceleration of the CX transformation across the enterprise, thru; management of the governance of the Customer Experience Neighborhood, driving re-imagination of priority end-to-end journeys based on identified top customer pain points, supporting teams in the development of future state experiences and related roadmaps, and establishing modern process, tools, and structures to enable effective reinvention of the customer experience.
Purpose: Primarily responsible for the governance of the Customer Experience Neighborhood and the creation of best in class Customer Experiences by working with all channels and customer touch points across business units. Provide thought leadership in the development and execution of enhanced practices, processes and policies which support the achievement of a best in class customer experience, with the outcome of high net advocacy results from customers. Serve a key role in the ongoing focus of Bank of the West to expand customer-first approach to banking. As an advocate for the customer, examine Bank's customer journey and touchpoints so that experience can be improved and standardized. Use customer insights to help inform decisions to improve customer's experiences.
Essential Job Functions
Leadership and management of Customer Experience Neighborhood governance forum.
Collaborate with channels and business partners that service customers in developing meaningful and achievable customer advocacy and customer satisfaction goals.
In partnership with stakeholders, identify initiatives and work with partners on improving customer experience and meeting established goals.
Develop and oversee processes which enable the sharing and adapting of best practices for improving customer experience across the organization.
Represent the Voice of the Customer in discussion of initiatives.
Envision, define and deliver customer experiences, leading multi-disciplined teams to advocate and drive from concept to pilot and transitioning effectively to ensure a smooth in-market execution.
Design and articulate the current and ideal customer (and related employee) experiences. Collaborate with other teams to make the experiences come to life.
Lead all aspects of workshops with our customers and employees to unearth their needs, our employee’s needs, and how we serve those needs.
Define measurement strategies and tactics, then measure the effectiveness of individual projects using techniques that include but are not limited to design thinking tools and methods including ethnography and infield research and other voice of the customer data.
Conduct research, data analysis, interviews, etc. to support and develop customer experience projects.
Effectively convey your ideas through clear communication, whether in team discussions, presentations, documents to garner support for projects.
Translate moderate to complex customer data into actionable insights and deliver to stakeholders in a prescriptive way.
Partner with the business, identify needs, create mockup, review with the head of CX and present to the business as needed.
Work closely with the Head of CX as well as other key stakeholders across the bank to analyze the work that has been done to date and identify recommendations and plans for further growth/maturation.
Participate in the evaluation/selection of commercial technologies to advance the enterprise customer experience story.
Work with strategic transformation and program management functions to prioritize high CX impact projects and identify sources of funding
Support efforts to evaluate and define the customer satisfaction/customer loyalty measurement strategy that best aligns with Bank of the West’s goals and objectives.
Define key CX metrics to help stakeholders better weight and prioritize customer feedback trends.
Socialize and share the results of the enterprise CX program with key stakeholders across Bank of the West.
Closely partner with peers in the CX team and in each line of business.
Engage with leadership across entire organization to gather, analyze and manage expectations.
Communicate frequently with directly manager on progress, opportunities and long term needs.
Education, Experience, & Skills Required
Customer experience improvement across customer touch points, business units and technologies.
This position requires extensive experience in strategy development and an ability to manage processes and platforms to execute strategies.
Strong understanding of data and technology advancements needed to drive strategic decision-making.
Experience in various research, analytics and data management methodologies and an understanding of how to value and select appropriate technologies to advance customer-centricity across a complex organization is necessary to be successful in this position.
The successful candidate must possess strong leadership, collaboration, vendor management, communication, executive presence and presentation skills.
Preferred proven experience in a Fortune 500 company leading cross-organizational experience design.
Ideally has led customer centric strategies applying CX tools such as journey mapping and co-creation.
Demonstrated understanding of consumer and business-to-business channel experiences and expectations, measures of satisfaction and performance drivers.
Strong analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to stakeholders in writing and verbally.
Experience with data mining, process improvement, workflow, benchmarking and evaluation of business processes.
An understanding of information architecture related to customer experience and usability design techniques.
Ability to communicate effectively across the organization.
A positive disposition and ability to relate well with others.
Any background in behavioral psychology is a plus
CCXP (Certified Customer Experience Professional) certification a plus
12 - 15 yrs Requires broad management and leadership knowledge to lead project teams multiple job areas. Mastery level knowledge and skills/experience in customer experience management, process improvement, or specific technical skills/professional discipline with broad understanding of other areas within the job function. Proven ability to build networks across organization and multiple levels of seniority.
Expertise in identifying key drivers of the customer experience.
Ability to identify an initiative's impact on customer experience and balance with other priorities including cost and other strategic imperatives
Ability to influence decisions and gain consensus across different channels and lines of business (up to C-level), particularly in the case of competing interests and priorities.
Well-versed with the principles of human-centered design process and design thinking framework.
Experience in building new experiences or reimagining experiences.
Ability to lead/facilitate design research, workshops, and other co-working sessions with non-designers.
Strong experience in service design, design research/strategy, conceptualization and visualization, synthesis/insights, storytelling, prototyping, success metrics, and project management.
Ability to navigate a complex international organization to get the answer needed through perseverance and personal initiative, drive and conviction.
Passionate advocate for the customer and a champion for change, willing to challenge the status quo and push a team and the company beyond its comfort zone through compelling data, constant communication, and aptitude for building bridges across functions in the face of resistance.
Ability to do big thinking to and also dig into the details as and when needed.
A positive disposition and ability to relate well with others.
Proven expertise in change management and process improvement.
Excellent written, verbal and presentation skills.
Equal Employment Opportunity Policy
Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.
Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.
Location: United States-California-San Ramon
Other Locations: United States-Nebraska-Omaha, United States-Arizona-Tempe, United States-California-Los Angeles, United States-California-City of Industry, United States-California-San Francisco
Requisition ID: 057943