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Santander Bank, NA Sr. Associate, Customer Experience in Boston, Massachusetts

Sr. Associate, Customer Experience - 1901316

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Description

The Sr. Associate, Customer Experience develops and owns the comprehensive management and execution of projects to identify and resolve gaps in the customer experience. S/he is responsible for partnering functionally with senior level business owners to understand the greatest opportunities to enhance the customer experience and design action plans to do so.

RESPONSIBILITY STATEMENTS:

  • Advises and discusses competitive positioning.

  • Advocates and escalates changes in business processes or policies that may be negatively impacting the client experience.

  • Articulates scope of all projects for CE with the team; identifies and communicates deliverables and deadlines.

  • Develops and fosters relationships to provide awareness of channel and customer needs with key business lines outside of CE.

  • Develops and owns the comprehensive execution plans of customer experience improvements for supporting business initiative.

  • Engages with customer(s) to evaluate business issues and requirements.

  • Ensures an exceptional and consistent customer experience in the channel they support.

  • Ensures that cross functional teams have identified detailed scenarios and use cases, including all corresponding risks have been identified and evaluated and solutions are properly selected.

  • Identifies, designs and develops customer experience improvement initiatives.

  • Leads or supports presentation of proposal to customer.

  • Manages multiple system applications to ensure proper benefits are administered.

  • Partners and collaborates with management to develop and socialize Customer Excellence vision, measurements and accountabilities.

  • Partners with cross-functional business partners to problem solve and ensure productive communication and implementation of processes.

  • Partners with marketing, product development, to influence solutions in a positive way for the front line and customers through the requirements, design, deployment and post launch stages of a project.

  • Recommends innovative ways to facilitate changes to products, processes, and policies impacting customers.

  • Subject matter expert on customer experience trends, developing and sharing best practices and tactics to improve service

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Qualifications

  • Bachelor's Degree

  • 9-12 years

  • Progressive experience in a Customer Support/ Customer Experience function.

  • Financial Services industry experience.

  • Ability to build rapport and credibility quickly with all levels in the organization.

  • Ability to implement process rigor through organizations.

  • Ability to influence and drive change.

  • Ability to work effectively with the executive leadership, management, regulatory, legal, marketing, sales, external vendors and other industry specialists.

  • Demonstrated ability to work effectively across business lines and all levels of management.

  • Demonstrated knowledge of customer experience systems and best practices.

  • Demonstrated subject matter expertise on customer experience and customer satisfaction drivers, best practices and trends.

  • Proficient with MS Office, including advanced Excel skills.

  • Strong business acumen with an ability to understand the direction and goals of the business.

  • Strong financial and business analysis skills.

  • Strong influencing, management and leadership skills.

  • Strong project management skills, including definition of milestones, task management, coordination of resources, and communication of deliverables.

  • Thorough understanding of multiple project management disciplines

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We encourage everyone to apply.

Job : Customer Experience
Primary Location : Massachusetts-BOSTON-75 State Street - 06366 - State Street-Corp

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Organization : Consumer & Business Banking (1001)
Schedule : Full-time
Job Posting : Mar 6, 2019, 9:16:47 PM

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO

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