Assistant Director Customer Experience

FHLBank Chicago•Chicago, IL

4d•Hybrid

About The Position

As the Assistant Director, Customer Experience, you will lead efforts to enhance the member and customer experience by driving strategic initiatives, aligning cross-functional teams, and ensuring a consistent and exceptional experience across all touchpoints. You will oversee key projects to embed a customer-centric mindset throughout the organization. Additionally, you will provide thought leadership to guide organizational priorities and lead enterprise-level programs that shape the future of customer experience.

Requirements

Education: Bachelor’s degree in Business, Marketing, or related field.
Experience:10+ years of related work experience with 3+ years providing thought leadership, guiding organizational priorities, or leading enterprise-level programs
Skills: Experience managing a Voice of Customer program and working with top Voice of Customer tools, experience in customer journey mapping and CX metrics (e.g., NPS, CES).
Leadership: Strong interpersonal and collaboration skills with the ability to manage cross-functional teams and drive change.
Mindset: A customer-first approach, with the ability to think strategically and execute operationally.

Nice To Haves

Experience with Salesforce is preferred.

Responsibilities

Manage and implement CX strategies that align with FHLBank Chicago’s objectives, delivering measurable improvements in member satisfaction and engagement.
Partner with teams across the Bank to integrate customer insights and ensure a unified approach to service delivery.
Identify gaps in the customer journey, develop solutions, and track progress using VoC data and other performance metrics.
Lead the execution of CX initiatives, including customer journey mapping, service improvement projects, and cross-functional collaboration efforts.
Design and manage programs to collect, analyze, and act on VoC data, ensuring customer insights drive decision-making.
Collaborate with internal teams to enhance the customer journey and resolve pain points, ensuring seamless member experiences.
Develop and monitor CX performance metrics to measure progress and inform leadership of key insights and opportunities.
Act as a champion for customer-centric practices, providing training and resources to empower employees across the organization.
Partner with leadership to align CX strategies with broader organizational goals and communicate the impact of CX initiatives on business outcomes.

Benefits

highly competitive compensation and bonus package
access to a comprehensive benefits program designed to meet the needs of our employees
Collaborative, in-office operating model
Retirement program (401k and Pension)
Medical, dental and vision insurance
Lifestyle Spending Account
Competitive PTO plan
11 paid holidays per year
flexible hybrid work model
inspiring downtown office space
five weeks of PTO
11 paid holidays
host of wellbeing programs designed to support your success at work and in life