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Voice of the Customer Director
U.S. Bank
Minneapolis, MN, United States
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The Voice of the Customer team works to ensure we have the insights to guide our journey in becoming a more customer centric organization. The Voice of the Customer Program Director leads the team creating insights to drive change. The team functions as an enterprise resource to analyze, synthesize and socialize customer insights with our various stakeholders. Additionally, the team will be responsible for “telling the story” of our customers, by aligning VOC insight with other critical information (e.g., operational and financial metrics, complaints, etc.) in a compelling and powerful fashion.The team uses customer feedback, surveys and activity data to identify customer pain points and opportunities for differentiation. Our role is to advocate for customers by providing compelling business cases, making actionable recommendations, driving solutions where we own the experience, and collaborating with teams across US Bank to implement changes in people, products, processes, systems and policies to drive the most customer-centric experience.
Responsibilities:
• Act as the enterprise leader and thought leader for our voice of the customer program with a goal of improving insights driving action and bringing discipline of customer metrics and insights to the business line
• Build holistic and innovative VOC measurement programs supporting Agile and transition to journey mapping – evolve to future state measurement and systems based on trends and best practices
• Increase the visibility of insights and actions to be taken
• Establish listening posts across all channels, business lines with the customer at the center
• Increase the effectiveness of our Voice of the Customer program by growing our sources and providing timely, insightful analysis and actionable recommendations to profile and define market opportunities
• Develop and implement a consistent approach to reporting insights to drive action
• Direct a team of ~25-30 Voice of the Customer managers, analysts and many strategic vendor partnerships focused on creating insight through a variety of analysis efforts, including, but not limited to text analytics, syndicated research, transaction and end to end experience research.
• Liaise with our partners across the business to provide them with the necessary data and insight to consistently improve our products, processes and experiences
• Create compelling business cases and recommendations that drive action and support business decisions through the effective use of data, customer insight and analysis
• Use Voice of the Customer to inform our efforts to align and prioritize improvement opportunities with our brand promise and purpose
• Apply broad knowledge of banking, service and customer experience to identify trends, pain points and risks—not just historically, but proactively where possible
• Create and monitor dashboards/metrics/reports to identify trends and track the impact of improvement efforts
• Support and influence cross-channel projects and teams to ensure we are listening to customers and up to speed with potential upstream/downstream activities for planning
Qualifications
Strong candidates will have the following qualifications:
• Bachelor’s degree or higher, Masters preferred
• Minimum of 10 years Voice of the Customer leadership experience, including experience with metric design, speech and text analytics capabilities, KPI development and integration, driving insights to action
• Demonstrated success in leading organizational change in a large, complex matrix environment
• Experience acquiring and leading a team with strong analytical and problem solving skills
• Demonstrated success as a change agent, a willingness and ability to facilitate change and effectively address resistance
• Leadership skills: creates a robust and compelling vision; inspires and excites the organization, to achieve its potential by delivering on the vision.
• Experience in leading complex, cross-functional projects and teams
• Excellent communication and presentation skills