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AVP, Customer Experience Lead

Location : Wilmington, DE
Job Type : Direct
Reference Code : 90160065
Hours : Full Time
Travel : No
Relocation : No

Job Description :

Overall purpose of role

·         Provides standard approach to regional Customer Experience improvement activity and measurement to drive consistency and delivery Short/Medium term improvements to existing journeys

·         Transform the customer experience throughout the customer’s relationship with by working together with stakeholders across business lines

·         Bring the Customer Experience to life in alignment with our business, partner and marketing strategies.  Working with key stakeholders, create a differentiated customer experience across multiple channels 

·         Responsible for ensuring that the requirements of stakeholders, including our Partners, are well articulated and translate into a customer experience that meets the needs of our business

·         Responsible for Customer Experience through all contact channels, including Voice, Digital Servicing and IVR.


Key Accountabilities

Continuous Improvement of existing Customer Experience (55%)

·         Drive tangible incremental improvements in existing customer experience with focused alignment to the businesses and customers short/medium term needs and alignment to Transformation office’s planned activity medium/long term activity

·         Utilize broad spectrum MI & analytics to isolate opportunities to improve existing customer experience reducing Pain Points and increasing customer self-serve

·         Leverage Front Office investment programs, providing customer experience insights and influence additional wins for existing processes/journeys. 

·         Serve as the voice of the customer in all we do, ensuring management decisions account for the impact on customer satisfaction

·         Identify failures across all channels and all touch points to deliver on vision for Customer Experience; create transparency to the functional business areas and drive customer improvement

·         Ensure the business areas are aware of best practices driving high customer engagement and satisfaction, identify opportunities to improve and refine customer experience (and improve NPS)

·         Responsibility for delivery and success of local Cost/ VoC/ RNPS/ TNPS/ Complaints/ and Policy improvement projects driving tangible uplift in business performance


Essential Skills/Basic Qualifications:

·         Bachelor’s Degree Required.

·         3+ years of experience in a contact center environment


Desirable skills/Preferred Qualifications:

·         4 years of banking/financial services industry preferred

·         Strong operational expertise – including understanding of the contact center environment

·         Process Improvement/ Engineering Skills

·         Knowledge of qualitative experience improvement techniques



Required Qualifications :
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