Customer Excellence Execution Professional

Citizens•Johnston, RI

9d•Hybrid

About The Position

Citizens is committed to delivering exceptional customer experiences that drive brand loyalty and satisfaction. We are looking for a motivated and results-driven Customer Experience Execution Professional to join our team. This role is ideal for someone with a passion for improving customer interactions and ensuring seamless service delivery. This role will be responsible for implementing customer experience initiatives across the customer lifecycle. This role requires an individual with strong communication skills, a keen eye for detail, and the ability to manage and execute initiatives that improve customer satisfaction and business outcomes. They will collaborate with Consumer Operations leaders and other key stakeholders to drive meaningful changes to deliver seamless, personalized experiences that exceed customer expectations, building lasting loyalty and trust. They will be integrated with cross-functional teams to maintain a deep understanding of the business functions and needs. They will be responsible for developing reporting to monitor the outcomes of CX improvement efforts. The ideal candidate will have the ability to influence others to embrace a customer-centric mindset with a passion for customer advocacy.

Requirements

Strong communication and coordination skills to successfully navigate a matrix organizational structure.
Self-starter and comfortable challenging the status quo and taking risks.
Successfully applies a broad range of customer experience and project management tools, methodologies and frameworks that can deliver tangible results.
Proficient in gathering, translating, and synthesizing information to understand customer pain points and offer creative insights that result in value-add practical solutions.
Excellent written and verbal communication skills and comfortable communicating with and presenting to business leaders.
Proficient in identifying, establishing, and standardizing success metrics to validate improvement initiatives.
Ability to design and lead process mapping sessions that document current and future state processes and identify opportunities and pain points.
Strong attention to detail and work well under pressure to meet deadlines.
Motivated to learn and tackle new challenges, embracing a continuous improvement mindset.
Proficient in Microsoft Office applications.
Bachelor’s degree in Business Administration, Communications, or related field
5+ years of experience in project management, customer experience management, process improvement, or related field

Responsibilities

Collaborate across multiple teams to ensure customer insights are incorporated into product development, feature enhancement and customer communications.
Develop and maintain trusting relationships with key stakeholders using effective communication, active listening, and emotional intelligence and leadership skills to foster alignment, transparency, and collaboration.
Resolves any conflict or resistance to change to implement solutions in a timely manner.
Identify areas for process improvements and own implementation of solutions that streamline customer interactions, reducing friction points and increasing satisfaction.
Actively taking responsibility for project outcomes, proactively identifying and addressing challenges, ultimately driving the initiative forward with a strong sense of ownership.
Lead the development, scoping and execution of customer experience initiative that deliver value and results.
Ensure sustainability of improvements by documenting and delivering training materials to business partners.
Communicate customer experience improvement plans, progress, and results to operations leaders, stakeholders, and cross-functional teams.
Leverage customer feedback from Citizens Listens surveys and complaint data to identify customer pain points to enhance the customer experience.
Facilitate focus groups with front-line colleagues to surface pain points and process improvement opportunities to improve customer satisfaction.
Monitor and analyze customer feedback and CSAT data to inform action plans for improvement.
Utilize data to monitor and track effectiveness of CX initiatives.
Ensure CX enhancements comply with relevant banking regulations and data privacy laws simultaneously pushing the envelope to build an optimal experience that maximizes opportunity while minimizing risk.
Review, edit, and enhance existing customer communications to ensure clarity, consistency, brand alignment, and a positive customer experience.
Develop and manage customer-facing communications across channels (email, SMS, web, digital platforms) to enhance transparency, support customer journeys, and improve understanding of products and processes while driving engagement.