Client Experience Associate Job at City National Bank of Florida
Overview:
Why come to City National Bank? Our team is undergoing an enormous digital transformation through building and commercializing innovative experiences for our clients. We’re focused on leveraging best-in-class technology to accelerate our industry-leading growth rate and want people who are excited to be a part of the journey. If you think you have the profile to help us we’d love to hear from you.
What You'll Do
Like to have:
The City National Bank Client Experience team is looking for client-focused individuals to join our team as a Client Experience Specialist. This role will help drive our mission to ensure we provide the optimal experience to our clients, end-to-end, and across all verticals and channels by analyzing data, managing critical voice-of-the-client listening posts and reporting on client experience across the bank.
Why come to City National Bank? Our team is undergoing an enormous digital transformation through building and commercializing innovative experiences for our clients. We’re focused on leveraging best-in-class technology to accelerate our industry-leading growth rate and want people who are excited to be a part of the journey. If you think you have the profile to help us we’d love to hear from you.
What You'll Do
- Enhance and manage the VoC ecosystem: Identify improvement areas, determine priority, gain alignment on recommended actions, design and deploy innovative solutions and systems.
- Lead the design and deployment of efforts to collect quantitative and qualitative data using different data collection modes to understand client experience
- Analyze data on client experience performance to identify opportunities to revise current practices, optimize client experiences and improve performance
- Drive discovery/test & learn activities to quickly validate assumptions and influence innovative change
- Maintain strong business partnerships to influence programs and collaboratively drive improvements
- Serve as a VoC Subject Matter Expert: Provide thought leadership and strategic consulting to stakeholders across the enterprise
- Conduct external research into emerging best practices, technologies and techniques to best capture client sentiment and behavior and incorporate into VoC ecosystem
- Lead market benchmark analysis
- Inform stakeholders on design principles, best practices, and strategies to influence outcomes that will impact the client
- Contribute with cultural change to help CNB to increase client-centricity
- Promote and participate in Line of Business Team Meeting sessions to ensure client feedback review
- Contribute to expand the Net Promoter System and the client-centric mentality to support areas of the organization
- Report trends, insights, and opportunities for improvement and recommend projects to positively impact client experience
- Support Client Experience Initiatives
- Perform ad hoc analysis as needed to ensure the success of client experience projects
- Work collaboratively across Bank departments to understand their business needs and how they contribute to the client’s experience
- Participate as a Client Experience subject matter expert on projects
- Manage vendor relationships: Oversee the relationship with vendors that support VoC programs
- Be the conduit between the vendor and business partners; lead discussions with vendors
- Troubleshoot issues
- Be the venue for escalation of issues between business partners and vendors
- Minimum of 5+ years of related experience
- BA or BS in related discipline
- Experience with Qualtrics
- Strong understanding of research methodology including survey design. Ability to plan and conduct quantitative research studies.
- In-depth knowledge of both qualitative and quantitative research methodology and analysis including, but not limited to:
- Study design considerations
- Interviewing best practices
- Online survey creation and development
- Net promoter system (NPS)
Like to have:
- Experience in Insurance or Financial Services desired
- Familiarity with Salesforce is a plus
- Strong communicator and presenter (oral and written) – Simply represents complex and innovative concepts, with ability to mobilize, inspire, and influence at all levels of the organization – a change agent
- Experience translating client/client needs to client experience journey maps as well as company policies, procedures, and detailed process flow maps.
- Experience with user testing, ideation sessions, using the voice of the client data to inform decisions is a plus
- Familiar with primary research, including Net Promoter Score methodology.
- Detail-oriented individual.
- Good communication skills (including oral, written, and presentation)
- Project and time management skills.
- Strong interpersonal skills, including the ability to build relationships and consensus, as well as effectively communicate and influence across various management/organizational levels.
- Self-motivation to complete multiple projects/tasks in a timely and accurate fashion.
- Operations experience with various channels used by clients to interact with us and provide feedback (face to face, telephone, website, mobile application).
- Master's Degree or equivalent work experience
- Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
- Please view Equal Employment Opportunity Posters provided by OFCCP here.
- The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
- Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.
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