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Customer Experience Vice President
Barclays Capital
Wilmington, DE, United States
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Description
Job Title
US Customer Experience Strategy and Delivery
Location 125 S West St Wilmington DE 19801
Our Customer Experience Strategy team’s primary focus is to drive customer loyalty through creating frictionless and effortless experiences. Helping customers to Thrive Effortlessly and ensuring BCUS is the Clear Choice for our Customers and Clients. We are seeking a high performing candidate to support 2019 US Customer Experience Strategy and Delivery across three pillars
• Customer interactions should be error free
• Customers should feel valued
• Customer interactions should be easy and effortless
What will you be doing?
• Develops and embeds objective driven customer experience strategy that supports the BCUS diversification plans and informs investment and development of Services to Service Company
• Holds CX partners accountable for collaborative and strategic outcomes through development of consistent and BCUS aligned Customer Experience and metrics
• Develops and advocates for customer strategy & execution as top priority
• Holds Operations/Business accountable for RNPS, TNPS, Complaints, and Customer issues
• Identifies and enables collaborative environment that relentlessly annihilates Customer Challenges
• Drive next generation solutions removing complexity, through strong thought leadership and influencing, innovation and deep design analysis, delivering market leading features and services. Present ideas with bold conviction, a compelling business case, and appropriate persistence that shapes the opinions of stakeholders; position proposals by linking to others’ needs and concerns
• Develops framework to review complaints and implements strategies to reduce both front line and CFPB complaints
What we’re looking for:
• 5+ years direct experience in Front Line Business and/or Customer Experience
• 3+ Years’ experience in credit card marketing / card products / control
Skills that will help you in the role:
• Extensive knowledge of Credit card, consumer lending, merchant acquiring and financial services industry
• Knowledge and experience in Regulatory Reform environment
• Experience in US/UK Retail and Credit markets from either Barclays or a major competitor
• Able to operate effectively at senior leadership level including IHC board levels and client business unit ExFo levels
Our Values
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.
Our Diversity
We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.
Our Benefits
Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. If you have a need for flexibility then please discuss this with us.