Experience Optimization Specialist

Job Responsibilities

• Cross-Functional Collaboration & Customer Insight Reporting
• Own assigned business lines and produce monthly scorecards with actionable insights and recommendations based on customer feedback, product performance, and service metrics.
• Proactively recommend strategies to business line leaders that drive customer satisfaction, retention, and business growth.
• Collaborate with cross-functional teams on strategic implementations, ensuring experiences are designed with the customer top of mind.
• Perform regular reviews of customer support cases to ensure inquiries are resolved in a timely manner, and at a high level of customer service.
• Platform & Service Enhancement
• Regularly conduct usability testing with a focus on enhancing digital platforms and improving user experience across all customer touchpoints.
• Present findings to product, digital, and other internal teams to recommend and implement improvements.
• CX Strategy Development & Competitive Analysis
• Develop annual client experience strategies that enhance the customer journey, ensuring alignment with business goals and customer expectations.
• Conduct competitive analyses to identify industry trends and best practices.
• Collaborate with internal teams to foster a culture of continuous improvement.
• Influence others to integrate customer-centric thinking into product and service offerings.
• Employee Training & Readiness
• Collaborate with internal departments to develop employee readiness tools, such as job aids and FAQs, to support product and service rollouts.
• Ensure employees are equipped with the necessary tools and knowledge to effectively communicate changes and improvements to customers

Qualifications

• Required Bachelor’s degree in business, strategy, data analytics, communications, user experience (UX), or a related field (other relevant degrees also considered).
• Four or more years of experience in customer experience, user experience, digital, data analytics or a similar role, preferably in banking or financial services.
• Experience with usability testing, analyzing data, and influencing cultural behavior.
• Strong understanding of customer journey mapping, CX strategy development, and user experience best practices.
• Experience with support and customer relationship management tools (i.e., Salesforce).
• Proficient in Microsoft Excel and PowerPoint for reporting and presenting insights.
• Able to manage multiple projects and prioritize tasks effectively.
• Strong analytical skills with the ability to synthesize data into actionable insights.
• Highly customer-focused with a passion for improving customer experiences.
• Strong problem-solving skills with the ability to think strategically and analytically.
• Adaptable and able to work in a fast-paced, dynamic environment.
• Detail-oriented, organized, and self-motivated.

Benefits

• This role is eligible for a hybrid schedule: 3 days in the office and 2 days work from home, based on business needs.

Pay

• Details on pay are not specified in the job posting.