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AVP, Customer Experience
Wintrust
Rosemont, IL, United States
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Description
We are presently looking for an AVP, Customer Experiencein our Rosemont, ILheadquarters.
As AVP, Customer Experience, primary responsibilities include:
• Shape, drive and promote our customer value proposition across Wintrust Mortgage (including Servicing dept) and Veterans First. Be a vocal, highly visible customer advocate to the company.
• Partner with cross-functional stakeholders to drive projects that positively impact how we engage with customers and drive adoption of a customer-centric mindset.
• Define and optimize customer lifecycle; map customer journey, develop listening points in journey (i.e., customer satisfaction), remove friction points, identify opportunities for continuous improvement, develop feedback loop to production teams.
• Partner with sales and operations to identify and guide improvement to customer engagement activities including customer surveying strategy (external and internal), customer advocacy and customer referrals.
• Conduct ad-hoc root-cause analysis and data-mining around customer issues and journeys. Resolve client escalations and communicate with customers during escalations and manage a timely resolution.
• Produce thought leadership on customer satisfaction, best practice guidelines and standards for customer experience across all touchpoints.
• Evaluate our policies and procedures to ensure they are customer-centric.
• Partner with analytics team to develop and measure customer loyalty metrics, retention costs, evaluate our products and service quality and track/report progress.
• Develop customer segmentation strategy to identify customer unmet needs and create messaging that will resonate across all channels including social media.
• Benchmark industry and company best practices, competitor customer focus, and trends related to customer experience to incorporate into future planning and maximize effectiveness.
• Maintain a supportive work environment and positive culture to increase employee satisfaction and engagement—happy employees lead to happy customers.
• Administer the WOW Factor program to recognize employees that go the extra mile for our customers and deliver a best in class experience.
• Other tasks as assigned.
Qualifications
Job Requirements:
• Relevant Bachelor’s degree, preference for marketing, communications or related degrees.
• Minimum three years’ experience leading customer-facing organizations. Strong empathy for customers and customer-centric/growth mindset.
• Experience in the financial services industry, healthcare, or other “high touch” business line preferred.
• Proven ability to assess organization strengths and gaps and motivate individuals and teams to embrace and meet objectives.
• Strong interpersonal skills with ability to interact with people face-to-face, as well as on the telephone or through written communication.
• Well-spoken, articulate and excellent Business English Writing Skills, such as professional letters and documents.
• Self-motivated, creative, driven to ensure accuracy and able handle multiple projects simultaneously.
• Ability to manage influence through persuasion, negotiation, and consensus building with C-level executives, all levels of staff and customers.
• Analytical and process-oriented mindset; ability to distill large amounts of data to make recommendations to drive revenue.
• Former development and implementation of processes and protocols preferred. Project management experience/training preferred.
• Computer literacy required.