Customer Experience Manager – First Vice President

Customer Experience Manager – First Vice President
New York

In this newly created position, Apple Bank is seeking a strategic and hands-on Customer Satisfaction leader who will be responsible for measuring Apple Bank’s customer experience vision with their product and service delivery. This leader will be responsible for creating a new Voice of the Customer Program that will gather data and information related to the customer satisfaction in the Digital, CustomerLine and Branch channels and determine recommendations for creating brand loyalty. This will be accomplished by defining the platforms and industry benchmarking partners that can be utilized for capturing and analyzing meaningful customer and company data and collaborating with business leaders to drive delivery of an integrated industry-best customer experience. He/she will ensure that we are working together to establish long-term customer experience strategies. This role will be responsible to define the tactics for utilizing the data to help define priorities of product and system enhancements that will delight our customers and help to differentiate Apple Bank as a leader within the financial services industry. They will be required to develop a deep understanding of the needs of the Apple Bank customers and how we create loyalty, identify gaps in product or service offerings or impacts to the acquisition of new customers. This leader will liaison with division heads to formulate internal scorecards for service delivery per channel that can be utilized with current customer complaint statistics to provide a balanced view of customer satisfaction for executive, board and internal compliance or regulator summaries as needed. Collaborate with Director of Digital Banking on development of a Usability discipline to validate changes in the customer experience prior to recommendation to the New Product Committee.

Essential Duties & Responsibilities:

Stand Up of a Customer Satisfaction Program:

• Create and implement a multi-year customer-centric strategy that is aligned with the overall company strategy and achieves CSAT metrics and standards.
• Research and definition of a customer satisfaction survey platform that can be utilized to regularly survey customers based on interactions with employees in all channels.
• Develop a methodology for analysis and reporting of all data by Company, channel, and employee (if needed).
• Determine a strategy for managing the Voice of the Customer (VOC) program and collaborating within the organization to translate customer reported issues into effective action and results.
• Define the methodology for measuring transactional vs. relationship-based feedback and the ongoing evaluation of CSAT vs. NPS satisfaction of Apple Bank customers.
• Partner with executive leadership to define customer experience standards, including Industry Benchmarking metrics (e.g. J.D. Powers) and actions that clearly differentiate Apple Bank from its competition.
• Assess customer experiences for opportunities to improve customer satisfaction and financial performance through both customer service and operational enhancements

Measurement of Customer Satisfaction Metrics and Analytics:

• Develop and provide comprehensive measures, data and standards that define the desired customer experience measurements over time.
• Translate multiple sources of data into meaningful and actionable information.
• Provide the right service data at the right time to the right people to make the best possible decisions; deliver data that informs the organization of the gap between the “current state” and “desired state” of the customer experience.
• Monitor, analyze and report on recognized benchmark measures, such as Net Promoter and seek new and relevant industry measures to drive continuous improvement.
• Synthesize complex or diverse information: collects and researches data; uses intuition and experience to complement data; designs work flows and procedures to create favorable customer service outcomes.
• Assess and develop recommendations for potential changes to policy, process or practice that impedes exceptional customer experience.
• Lead an internal CX Governance Team, bringing together the VoC + Operational SMEs and key stakeholders building relationship, which allow collaboration, information & analytics sharing, and open dialogue about impacts & prioritization.
• Collaborate with executive and departmental leadership to ensure that all “internal goals” are aligned with overall company imperatives.
• Accountable for establishing, maintaining and executing on CX budget.

Mature the Apple Bank Customer Advocacy Program:

• Ensure the customer’s best interests are a primary consideration in all actions taken by Apple Bank and its service providers.
• Use of integrated customer journey experience mapping and related Customer Experience Management (CEM/CXM) techniques focused on delivery of Apple Bank’s brand promise and achievement of strategic goals.
• Develop new customer journey experience through use of product lines and a “cradle to grave” view following the arc of new customer onboarding and engagement.
• Lead the discipline within Bethpage to define, build and execute usability analysis for new products, services and marketing initiatives in collaboration with business product owners; leverage internal expertise and vendor partnerships to formulate strategic usability studies aligned with strategic priorities/projects, and provide summary read outs and actions plans for prioritization.
• Collaboratively implement best practices, share industry benchmarks, compelling data and develop useful tools to continuously improve the customer experience.
• Establish the standards and goals for annual customer experience employee awards.

Establish a Usability/User Centered Design Discipline:

• Partner with experts to conduct usability studies.
• Create usability studies to gather prospect and/or customer feedback related to current processes, new product or services or marketing positioning/campaigns.
• Develop recommendations based on usability results and socialize with key stakeholders.
• Develop a User Centered Design discipline for new product development

Skills, Education & Experience

• Undergraduate degree required, MBA or equivalent experience preferred.
• Must be knowledgeable and current with industry best thinking and activities in CEM, which can be applied to a “customer satisfaction” driven organization.
• Must prior experience and demonstrated positive outcomes aligning company activities with exceptional customer experience.
• At least 5 years of CEM/CX or related experience within a financial services or high volume customer-driven organization.
• Usability and/or User Centered Design experience a plus.
• 5+ years working in a highly matrixed organization with interpersonal skills and collaborative mindset with the ability to influence others outside their reporting line.
• Connected to the industry: the incumbent will have relationships and connections with relevant industry organizations and individuals.
• Highly analytical and have worked within a “fact-based”, data driven organization.
• Demonstrated prior experience leading large strategic initiatives to successful outcomes.
• The incoming FVP will have third party and vendor expertise.

Apple Bank offers Medical/Dental,Vision, 401k and Tuition Reimbursement to full time employees.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.