Customer & Employee Journey Transformation Lead

Provident Bank • Woodbridge Township, NJ

2d • $77,000 - $95,000

About The Position

At Provident Bank, we know that exceptional customer experiences start with empowered and engaged employees. As our Employee Experience Effectiveness Leader, you will act as the organization's Customer & Employee Journey Transformation Lead, responsible for mapping our employee journeys, removing bottlenecks, and creating operational efficiencies to help our team members deliver seamless and personalized customer experiences. Your role will directly impact customer satisfaction, employee engagement, and overall experience operations across the organization.

Requirements

• Bachelor’s degree in Human Resources, Organizational Development, Business Administration, Customer Experience, or a related field, or 10+ years related experience.
• Seven years of experience between employee experience/human resources and customer experience roles, with a background in banking operations in the financial sector.
• Strong expertise in employee journey mapping, process optimization, and change management in a banking environment.
• Familiarity with banking technology, CRM systems, and digital tools that enhance frontline employee efficiency.
• Experience collaborating with customer experience, operations, and IT teams to improve banking workflows.
• Exceptional communication, leadership, and problem-solving skills with a passion for empowering employees to deliver exceptional customer experiences.

Responsibilities

• Develop and implement employee journey maps for key roles in retail, commercial, insurance and wealth for customer facing and back-office employees.
• Identify pain points and inefficiencies in the employee lifecycle—ensuring touchpoints after onboarding, training activation, process and procedure adoption.
• Utilize employee feedback, engagement surveys, and performance data to continuously refine and enhance the employee experience.
• Partner with HR, Training, and Technology teams to improve support needs of employees in customer facing interactions.
• Design new process flows in partnership with business lines to streamline customer interactions
• Analyze employee/customer workflows, identifying barriers that slow down service delivery.
• Work with IT and Operations teams to streamline processes, make enhancements to outdated workflows, improve digital support tools, and automation.
• Advocate for policy and procedural updates that reduce administrative burdens and allow frontline teams to focus on customer engagement.
• Improve internal communication and knowledge-sharing platforms to ensure employees have quick access to the information they need.
• Collaborate with commercial, retail, wealth and insurance business heads, digital and contact center leaders, and back-office leadership to understand challenges in delivering superior banking experiences.
• Develop real-time employee support mechanisms, such quick access support tools, training initiatives, and CORE champions.
• Design initiatives that encourage employees to provide personalized, relationship-based banking services while maintaining compliance and operational excellence.
• Develop and implement customer journey maps for key roles in retail, commercial, insurance and wealth for customer facing and back-office employees.
• Identify pain points and inefficiencies in the customer lifecycle—ensuring touchpoints after onboarding, training activation, process and procedure adoption.
• Utilize customer feedback, engagement surveys, and performance data to continuously refine and enhance the customer experience.
• Partner with HR, Training, and Technology teams to improve support needs of employees in customer facing interactions.
• Design new process flows in partnership with business lines to streamline customer interactions

Benefits

• Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan.
• In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance.
• Company sponsored Tuition Disbursement and Loan Repayment programs are also available.
• Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees