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Customer Experience Director
TCF Bank
Minnetonka, MN, United States
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Description
TheCustomer Experience (CX) Director will lead, influence and drive the organization to work together for optimum customer experience delivery. Working directly with the Wholesale Banking executive team, officers and stakeholders, this role will translate enterprise priorities into a CX roadmap. The roadmap will support listening and understanding customer attitudes, needs and behaviors in support of TCF strategy. In addition, the CX Director will be an advocate for customers through journey architecture, operational efficiencies, systems and technology needed to execute on priorities.
Major Areas of Accountability:
• Engage with customers, systematically capturing their feedback and experiences, then translating these into strategy and actionable plans for improvement and consistent experience.
• Develop and execute a multiyear program plan, including project identification, prioritization, resourcing and finances that will achieve the agreed upon strategic objectives.
• Engage with and support the business lines and project teams in developing and ensuring business readiness plans impacting the customer experience that include communication, training and implementation plans.
• Establish metrics for defining the relationship with customers; ensure the accuracy and integrity of data and reporting.
• Communicate and present findings, plans, status and outcomes at operational and executive levels within the company.
• Develop a network of executive and operational-level contacts across the company in partnering roles that influence, support and contribute towards the organization’s customer experience.
• Assemble and foster high performing teams, including direct and indirect reports as well as third party resources to ensure objectives and deliverables are achieved on time and within budget.
• Participate and contribute as a key member of the leadership team in staff meetings; build and foster collaborative relationships across organizational lines.
Qualifications
Minimum Qualifications:
• Bachelor’s degree in Marketing, Business, Finance, or related discipline.
• 10 or more years of progressive leadership experience including large-scale project/program management.
• Demonstrated experience developing and implementing customer experience programs and practices within a complex business environment.
• Experience developing integrated customer data ecosystem i.e. voice of customer, operational, internal, external data.
• Experience developing customer lifecycle, customer journey maps
• Ability to develop and possess operational command of the business.
• Ability to work cross-functionally, influencing others to achieve results.
• Ability to work and communicate effectively with senior and executive management.
• Ability to self-initiate and self-manage complex cross-functional project activity.
Preferred Qualifications:
• Certified customer experience professional
• Lean and Change Management certified
• Project Management Professional certifiedA
About TCF
Established in 1923, TCF has maintained a strong foundation. TCF has over 340 branches in Minnesota, Illinois, Michigan, Colorado, Wisconsin, Arizona and South Dakota, providing retail and commercial banking services. TCF also conducts commercial leasing, indirect auto finance, and equipment finance business in all 50 states, and commercial inventory finance business in all 50 states and Canada.
Benefits
TCF encourages open employee communications and promotes from within whenever possible. We offer competitive pay, a comprehensive benefits plan, and opportunities for career advancement. For more details on our benefits, click on the Employee Benefits link on our career page.
Proud to be an equal opportunity employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or other status protected by applicable law. TCF is proud to be an affirmative action/equal opportunity employer. Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.