Affluent Customer Experience, Senior Associate

About the role

The Affluent Banking team is focused on managing the Affluent business and innovating the Private Client program for an increasingly competitive and dynamic customer segment. This is a unique opportunity to manage and maintain relationships with clients by earning trust, thoroughly understanding client needs, providing targeted advice, developing thoughtful solutions, and delivering an exceptional client experience.

As a Client Experience Senior Associate, you will lead customer experience (CX) processes and execution for the Affluent segment, working closely with Product, Branch, and Operations teams to represent the voice of the client and banker. You will advocate for an optimal customer experience by supporting a CX framework to identify and solve high-impact client pain points and improve high-friction client journeys.

This role leverages and develops skills in strategic thinking, project management, analytics, and communication. You will gain exposure to multiple stakeholders across lines of business and functional areas, with a relentless focus on the end-to-end customer experience. Key responsibilities include synthesizing voice-of-the-client data into actionable recommendations, managing projects and process improvements, and fostering teamwork and collaboration.

Responsibilities

• Represent the affluent client and banker experience in shared forums as a trusted partner by developing relationships with Product Owners, Operations, and field teams.
• Manage the Banker feedback process, responding to the field in a timely manner and sharing themes across teams while seeking ongoing process improvements.
• Develop customer experience processes to distill insights from quantitative and qualitative client and employee feedback channels.
• Synthesize client and employee feedback into actionable strategies and tactics, applying a competitive lens where applicable to develop recommendations.
• Work across functions and lines of business to support improvements in key client journeys to drive seamless experiences.
• Support day-to-day customer experience management efforts, including preparing business reports, CX highlights, and presentations.

Requirements

• 3+ years of financial services experience in product, process, CX, or project management; banking experience preferred.
• Strong project management, analytic, problem-solving, and time management skills.
• Ability to perform well in a deadline-driven, fast-paced environment.
• Strong communication and interpersonal skills; ability to speak comfortably and effectively to large groups and cultivate relationships.
• Strategic thinker with a relentless focus on the customer experience.
• Personable, proactive learner, and listener with the ability to collaborate across a highly matrixed organization and embrace change.
• Ability to actively work within a team environment while driving accountability for personal goals.
• Ability to lead multi-stakeholder projects and workstreams end-to-end.
• Bachelor’s degree or equivalent experience.

Benefits

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.

• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support and financial coaching.