Experience Optimization Specialist
$73,306–$109,958 year
Hybrid · Fair Lawn, New Jersey, United States
Job Summary
Experience Optimization Specialist at Columbia Bank focusing on optimizing customer interactions and digital experiences. Leads usability testing, analyzes support cases and competitive data to provide actionable insights to business line leaders, develops annual CX strategies, and collaborates with cross-functional teams to improve customer journeys. Produces monthly scorecards, recommends strategies to improve satisfaction and retention, informs product and service rollouts with employee readiness tools (e.g., job aids, FAQs), and drives continuous improvement across platforms. Requires a bachelor’s degree and 4+ years in CX/UX/data analytics, proficiency with Salesforce, Excel, and PowerPoint, and the ability to manage multiple projects in a hybrid (3 days in office, 2 days remote) environment.
Required Qualifications
- Bachelor’s degree in business, strategy, data analytics, communications, UX, or related field
- Four or more years of experience in customer experience, UX, digital, data analytics or similar role (preferably in banking/financial services)
- Experience with usability testing, data analysis, and influencing cultural behavior
- Strong understanding of customer journey mapping, CX strategy development, and UX best practices
- Experience with Salesforce or similar CRM tools
- Proficiency in Microsoft Excel and PowerPoint for reporting and insights
- Ability to manage multiple projects and prioritize tasks
- Strong analytical skills and ability to translate data into actionable insights
- Customer-focused mindset and problem-solving ability
- Adaptability in a fast-paced, dynamic environment
- Detail-oriented, organized, self-motivated
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