CX %26 EX Measurement System Leader - multiple locations
Los Angeles, CA

Job Description

U.S. Bank is currently seeking an enterprise-wide CX & EX Measurement System Leader, which is a management role in U.S. Bank's CX & EX Office, reporting to the Strategy & Insights leader. This Leader has responsibility for overseeing our single platform system for all customer and employee feedback, knowledge management library, and customer panel management for ongoing research. This role services the bank-wide research and analytic teams as they drive broader access to information and insights. This capability owner is responsible for maintaining the overall platform, refining closed loop tools based on industry practices and putting in place continuous improvement plans to stay abreast of trends and incorporate user feedback. This includes building processes and the team's skills to improve employee experiences as they use new CX & EX tools.

The Leader will oversee a team of project managers, several vendor partners, and cross-functional project teams managing the programs integrated into the system and closed loop processes. He/she will create and lead a cross-functional, governing group to ensure the system evolves to support our One U.S. Bank strategy with transparent customer and employee feedback, real-time access, and one closed loop approach delighting customers and getting to root cause. The Leader will oversee systems, ensuring:

* Customer and employee feedback comes together across channels and products to be a one-source-of-truth system
* Consistent processes to gain efficiencies, manage the master roadmap for all systems, prevent overlap, and improve insights, e.g. development of a cross-channel, closed loop toolkit and reports
* Improved, real-time access to insights in partnership with TOS
* Easy-to-use, bank-wide tools for the front line to aid customer follow-up and improve experiences in the moment
* Quick-turn research capabilities are established and supports bank-wide researchers

The new platform will integrate adjacent capabilities, creating one source of truth for employee and customer feedback, empowering the front line and automating the reporting of actionable insights. Data will also evolve real-time to aid immediate follow-up.

This is a high-profile leadership role focused on the application of best-in-class solutions that satisfy customers and improve loyalty. He/she must be able to observe, gather, and organize information to inform customer experience improvements, in addition to designing and executing system maintenance plans, including contingency planning, for proposed programs. Additional responsibilities include:

* Oversees a team of project managers to effectively deploy, measure, and manage the CX & EX measurement and management program enterprise-wide;
* Oversees the maintenance of the CX measurement and management platform across the enterprise;
* Implements and refines consistent, forward-looking, cross-channel, closed-loop processes;
* Manages multi-year, multimillion dollar vendor contracts to maintain and refine the systems; and
* Develops appropriate governance, controls, processes, and reporting paths to stand up new listening programs and integrate new source data to support predictive analytics and prioritization efforts.

Basic Qualifications

* BA/MBA in finance, accounting, or related field
* Eight-plus years of banking experience
* Three-plus years of management experience
* Well-developed leadership abilities and strategic management skills
* Knowledge of unit(s) and relation to industry
* Well-developed verbal and written communication skills
* Well-developed analytical, decision-making, and problem-solving skills
* Considerable tact, diplomacy, and people skills

Preferred Skills/Knowledge

* Five-plus years in the customer experience industry, involving measurement, research, and development of processes and procedures
* Seven-plus years of experience in complex program management, directing implementation for large-scale initiatives
* Experience in gathering requirements, identifying milestones, and other project management fundamentals
* Excellent interpersonal skills to drive cross-functional collaboration and lead change initiatives
* Intellectually curious, open to new ideas, hypothesis-driven, and fact-based mentality
* Experience analyzing business processes and developing improvement opportunities
* Ability to manage the immediate day-to-day operational issues, balanced with the ability to create a point-of-arrival customer service strategy for the medium-to longer-term
* An entrepreneurial mindset and flexible team player
* Experience using Salesforce, Microsoft Dynamics, Qualtrics, Medallia, In Moment, or other customer management platforms
* Knowledge of Agile methods and best practices