Director of Customer Experience

First National Bank Of Pennsylvania•Pittsburgh, PA

2d•Onsite

About The Position

The Director of Customer Experience is the leader responsible for defining and championing the Banks customer experience vision. This role ensures that customer insights, behaviors and expectations are consistently heard, understood and embedded into the bank's intended experience across all channels and lines of business. Oversees the Voice of the Customer (VoC) program, the Complaint Escalation & Feedback team (CECF) and Online Reputation Management (ORM) initiatives. Translates customer feedback, market sentiment and digital reputation insights into actionable strategies.

Requirements

BA or BS
Minimum 10 years of Job Related Experience Required
Excellent project management skills
Excellent organizational, analytical and interpersonal skills
Detail-oriented
Ability to work and multi-task in a fast paced environment
Ability to use a personal computer and job-related software
MS Word - Intermediate Level
MS Excel - Expert Level
MS PowerPoint - Intermediate Level
Sound knowledge of banking regulations and compliance requirements
Experience with Navigator, Business Process Manager, Web Director and similar banking systems

Nice To Haves

Visio experience preferred

Responsibilities

Develop and execute the enterprise customer experience strategy to align with FNB's growth goals.
Provide strategic leadership on customer needs and influence innovation priorities across all business units to strengthen customer loyalty and enterprise performance.
Design, implement and oversee the enterprise Voice of the Customer (VoC) program, integrating feedback from all channels and leveraging analytics including sentiment, journey, and root cause analysis to surface insights that foster action across the organization and meaningfully improve the customer experience.
Lead cross functional CX governance, establishing enterprise standards for customer experience practices and ensuring alignment with senior leaders across Retail Banking, Wholesale Banking, Risk, Compliance, Digital and Operations.
Guide partners in embedding customer centric principles into processes, policies and service delivery.
Serve as a strategic advisor to senior and executive leadership, influencing enterprise decisions, policies, and innovation priorities and substantiated, data-driven insights.
Lead, develop and mentor a high performing Customer Experience organization, including the Complaint Escalation team.
Establish enterprise wide complaint and experience standards, advance research and resolution processes and strengthen systemic root cause identification to reduce recurring issues and elevate customer satisfaction.
Implement and oversee an enterprise wide Online reputation Management (ORM) program.
Monitor and analyze FNB's presence across digital channels. Response frameworks, risk mitigation, trend analysis and executive reporting.
Partner with business units to safeguard brand trust and manage digital reputation.
Organize research pathing strategy and manage relationships with external primary and syndicated research partners that support capturing of market and benchmarking intelligence to help triangulate with internal feedback.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.
F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.