Consumer Banking Client Experience Strategist

Job Description

The Consumer Banking Client Experience Strategist is responsible for developing and executing client experience enablement strategies that enhance client satisfaction, loyalty, and the consistency of frontline interactions. This role bridges the gap between client experience strategy and execution, ensuring client experience standards, behaviors, and “Moments that Matter” translate into field-ready tools and routines that drive adoption.

This highly collaborative role partners across the organization to enhance how we serve clients, improve frontline delivery, and ensure every interaction reflects our commitment to building meaningful, long-term relationships.

Team Culture

Our team is deeply committed to putting clients at the center of everything we do. We value collaboration, continuous improvement, and a willingness to challenge the status quo to create better outcomes for our clients and employees. This role operates in an environment where ideas are encouraged, feedback is valued, and partnership across teams is essential.

How You'll Spend Your Time

• Design and deliver client experience enablement strategies that translate expectations into clear, repeatable frontline behaviors
• Partner cross-functionally to align on experience standards, identify friction points, and improve client interactions
• Create and maintain leader-ready tools and resources that embed client experience expectations into daily routines and drive adoption
• Lead the rollout of new and evolving client experience initiatives across Consumer Banking
• Conduct field observations and call reviews to assess consistency, identify gaps, and recommend improvements
• Turn client feedback and data into actionable insights that improve satisfaction, loyalty, and overall experience
• Define and track success metrics, ensuring initiatives are delivering measurable impact
• Support training efforts by developing content and tools that build capability and reinforce strong client experience behaviors

Requirements

• Completion of a Bachelors Degree in Business or related field of study and 7+ years of experience in client experience, sales operations, or a related field in the banking industry or equivalent combination of education and experience
• Ability to drive change management and ensure alignment with business objectives
• Strong working knowledge of Consumer Banking products, services and industry trends
• Exceptional priority, time management, organization, and multi-tasking skills to effectively handle projects in a fast-paced, high volume and deadline intensive environment
• Ability to work collaboratively and adapt to changing priorities
• Excellent analytical skills including VOC, complaint, and behavioral trend analysis with the ability to interpret data and generate insights
• Excellent written and verbal communication skills with the ability to prepare and deliver persuasive oral and written reports and presentations; ability to communicate with senior level management, regulators, and executive officers
• Demonstrated leadership and ability to influence without authority across teams and levels
• High proficiency in MS Office and comfort working with dashboards and experience-related tools