Vice President, Affluent Customer Experience Manager
On-siteNew York City, New York, United States or New York, United States
Job Summary
Represent Affluent customer experience in cross-functional forums by developing relationships with Product Owners, Fraud/Risk, Operations, and field teams. Develop a customer experience framework to distill insights from quantitative and qualitative feedback channels, then synthesize these into actionable strategies using a competitive lens. Employ an end-to-end approach to identify high-impact opportunities based on NPS and complaints metrics, specifically targeting key journeys like wires and fraud servicing. Partner with product and process owners to deliver enhancements and negotiate prioritization across roadmaps, while liaising with Legal, Risk, Control, and Compliance partners. Work with Data Analytics and Finance to quantify the impact of Customer Experience improvements.
Required Qualifications
- 6+ years of financial services product, process, customer experience, or project management experience; banking experience
- Superior project management, problem-solving, and time management skills
- Ability to perform well in a deadline-driven, fast-paced environment
- Exceptional interpersonal skills
- Ability to cultivate and build strong relationships with colleagues at all levels
- Superior communication skills
- Ability to speak comfortably and effectively to large groups
- Experience with working and influencing senior stakeholders
- Strategic thinker with a relentless focus on the customer experience
- Ability to manage and create structure
- Ability to fully embrace change in a rapidly changing environment
- Ability to actively work within a team environment while driving accountability for personal goals
- Ability to influence and collaborate across a highly matrixed organization
- Ability to lead multi-stakeholder projects and workstreams end-to-end
- Independent, personable, proactive learner and listener
- Bachelor's degree or equivalent experience
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