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Head of Customer Experience
Bank of the West
San Ramon, CA, United States
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Description
What sets Bank of the West apart from other banks is our team members–they embody the optimistic spirit of the West. There is a spirit here that drives us to do more. Our team of more than 10,000 employees is vital to the success of our Bank. They reflect our modern western values—straightforward, entrepreneurial and optimistic. We seek to create a corporate culture that fosters and rewards excellence, encourages creative thinking and respects diversity – an environment where team members are engaged, supportive of one another and enthusiastic about serving our customers. Bank of the West offers the stability of a company that has a 135 year history and is part of BNP Paribas, a European leader in global banking and financial services and one of the 6 strongest banks in the world. We offer opportunities across our diverse business lines – Retail Banking, Commercial Banking, National Finance, and Wealth Management.
Job Description Summary
Primarily responsible for the creation of a culture of best in class Customer Experience by working with all channels and customer touch points across all business units. Provide 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.
Essential Job Functions
• Develop and administer system for collecting customer insight and feedback on customer experience. System may include customer surveys and other research methods.
• Develop and implement system for providing closed-loop feedback on customer feedback to various teams.
• Work with channels and business partners that service customers in developing meaningful and achievable customer advocacy and customer satisfaction goals.
• Work with partners in their development of initiatives for improving customer experience and meeting established goals.
• Coordinate the tracking, monitoring and analysis of improvements in customer experience within each channel and business unit. Develop system for benchmarking customer advocacy and satisfaction results versus competitors.
• Develop and implement processes which enable the sharing and adapting of best practices for improving customer experience across the organization.
• Participate in development of training and coaching routines to ensure employees have skills necessary to deliver a superior customer experience.
• Represent the Voice of the Customer in discussion of initiatives.
Qualifications
Education
• Bachelor's Degree Business, Engineering or similar discipline
Work Experience
• M5 - 12 - 15 yrs Ten or more years experience managing customer experience, process improvement, change management or similar functions
Skills
• 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, particularly in the case of competing interests and priorities.
• 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.