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Director Customer Experience
Investors Bancorp
Short Hills, NJ, United States
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Job Description
POSITION OBJECTIVES
This role will help to develop and lead the strategic vision for the Bank and their portfolio of businesses. This role will be essential to the continued success of our creative work which is fully integrated across experiential, social, digital and traditional. Provide strategic insights on building, evolving and improving a client's customer experience, leveraging the power of brand across products, touchpoints and channels to bring behavior-centric customer experiences to the market . You will be responsible for working on how to increase their brand's value through various branding strategies including brand strategy, brand positioning, brand architecture, brand valuation/analytics, experience strategy, change management and internal brand engagement. You will help to create high impact content and enhance our distinctive point of view on brand-led customer experience.
RESPONSIBILITIES
• Develop overarching brand strategies as well as regional market initiatives for the brand; collaborating closely with internal teams and clients alike. Astutely shape and leverage high-visibility partnerships and sponsorships for the brand. Infuse your brand, digital, social, comms, data and experiential expertise into the briefing process to keep the brand at the forefront of culture.
• Identify and analyze key branding issues, business challenges and trends. Collaborate with the organization to develop strategic recommendations across multiple channels.
• Engage in broad based branding dialog and become the senior client's counsellors and in so doing learn to identify further opportunities for Interbrand to provide meaningful client value
• Support the building and execution of new products and services across the organization. Help to shape new thinking in marketing/sales, developing tailored learning/change management programs as well as managing projects to deliver outcomes within expected time, cost and budgets. Develop experience strategies, leading-edge tailored experience processes, tools and techniques through to engaging and inspiring experiences and touchpoints
• Assess organization capability gaps in areas such as Insights, Segmentation & Portfolio Strategy, Marketing Strategy & Planning, and Customer Engagement. Shape an Experience Strategy and Plan to drive performance improvement and deliver tangible results. Advise on customer-centered organization design and operating models
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Requirements
• B.A. degree; MBA desirable
• 7-10 years experience in brand strategy, customer experience, marketing, planning, insights, and/or business strategy
• Must be a leader and team player and have the ability to work with people in all levels of the at the client and at the company
• Strong understanding of branding, business processes and strategic planning
• A strategic thinker with the ability to see the big picture with the ability to pay attention to detail
• Omni-channel & Omni-experience