Customer Experience Officer-Journey Optimization

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Job Identification Number: 178

Location: New York, NY

Job Type: Direct Hire

Job Category: Marketing & Sales

Qualified candidates, please attach resume when applying.

Overview

Our client, a global Financial Services Company, is seeking a Customer Experience Officer, in their New York office. In this position you will be part of the Customer Experience team, and will define existing customer’s end-to-end journey maps and optimize these journeys incorporating customer insights, experiences, and opinions.

Primary Responsibilities:

  • Develop and redesign multichannel customer journeys, working with the client and operational teams towards detailed and deliverable service blueprints and process optimization.

  • Drive benefits delivery through a program of improvement initiatives, quantifying customer experience and contact reduction

  • Apply design thinking, six-sigma in collaborative environments to innovate and improve the service experience

  • Design with data, overlay robust data and insight across journeys.

  • Analyze root cause of key drivers of failures and customer dissatisfaction ensuring we focus on the right areas to improve our business

  • Develop failure demand measurement and surface into dashboards providing the ability to track the benefit of each change

  • Manage the cost/benefit profile of each initiative within the Consumer portfolio

  • Leveraging Voice of the Customer, identify key areas of opportunity for improvement and low-hanging fruit.

  • Define and set up KPIs and SLAs

Qualifications and Requirements:

  • Bachelor’s Degree; major in Industrial Engineering, Business Administration, or similar preferred

  • 3+ years’ experience working within a similar customer journey process improvement role; 5+ years’ experience and knowledge of bank sales and service function

  • Six Sigma Green Belt training and exposure to Robotic Process Automation