FVP, Customer Experience Director

Overview

Join to apply for the FVP, Customer Experience Director role at Provident Bank
.

Provident Bank is a multi-billion-dollar financial institution with branches in New Jersey, Eastern Pennsylvania and New York. We are committed to enhancing our customer and employees’ experience and placing them at the center of all we do.

Position Overview
The person in this role will have a passion for creating, coaching and driving excellent customer experiences and proficiency in collecting, analyzing, and synthesizing information to produce actionable outcomes for a best-in-class customer experience. The incumbent will oversee the day-to-day activities of the CX department. They will have a proven track record as a recognized customer experience leader and will drive thought leadership and a customer-centric culture.

• Constantly exploring new tools and techniques in the industry to help cross-functional teams understand customer behavior across journeys
• Manage relationship with journey analytics partners and define scope and strategy that’s aligned with organizational strategic goals
• Develop use cases to help showcase journey analytics capabilities to current and potential partners
• Share learnings and capabilities with broader analytics community and advocate use of journey analytics data and tools in defining customer engagement and growth strategies across platforms
• Develop programs, processes and tools to increase engagement between customers and their solutions
• Lead the customer experience team, responsibilities and outcomes
• Maintain knowledge of major customer business processes at Provident, including evolving plans, while including needs for customer information; participate in customer process journey mapping and CX transformational initiatives
• Identify gaps in customer satisfaction and analyze them with the CX team; communicate results and opportunities for improvement
• Identify, develop and deliver opportunities to develop advisory solutions to address customer problems and identify commercialization opportunities for business lines
• Evaluate opportunities to add critical customer behavior data to journey views to better understand needs and pain points
• Track and maintain improvements made for customers as an outcome of above processes
• Represent CX leadership in meetings and committees as appropriate
• Stay up to date on the latest CX trends and find opportunities to implement with the organization
• Design customer-facing and employee-facing materials to ensure brand, tone and messaging consistency
• Support partner teams with process flows and brand-aligned scripting
• Review documents, letters and website content to ensure customer-centric messaging
• Act as change agent and thought leader by capturing and sharing CX best practices
• Partner with customers to understand their views and insights, utilizing VOC feedback
• Build a network of relationships internally and externally with key partners and customers to stay current on issues impacting sales or growth

• 10+ years in Customer Experience with hands-on experience in consumer and commercial markets
• Experience with insurance and wealth management is a plus
• Strategic thinker
• Strong command of CX processes, data and analytics
• Understanding of end-to-end customer journeys
• Experience with CX tools and reporting structures
• Experience with CX listening software
• Self-starter and self-motivated
• Ability to multi-task and adapt to a highly changing environment
• Familiarity with banking regulations
• Excellent written and verbal communication skills
• Ability to drive collaboration with cross-functional teams

• BA/BS degree or relevant experience

Work is performed in a normal office environment with moderate noise. This position involves travel to customers and property locations.

• Prolonged sitting
• Lifting from 5 to 10 lbs. (printer paper, storage boxes)
• Occasional bending or overhead lifting (storing files or boxes)
• Hazards are those present in a normal office setting

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and may be required to modify duties as directed by management.

Provident Bank is an equal opportunity employer. We value a diverse workforce and are committed to providing equal employment opportunities without regard to age, race, color, religion, sex, national origin, disability, veteran status, or any other status protected by law.

$103,000 - $147,200 annually
Please note, base pay offered may vary based on candidate skills, experience, location, internal equity, and business needs. This role is incentive eligible based on company and individual performance.

This description reflects the general nature and level of work performed. It is not a detailed and exhaustive list of duties and responsibilities.