Retail Customer Experience Officer

First Financial Bank NA • Clarksville, TN

20d • Onsite

About The Position

At First Financial Bank, we believe every client interaction is an opportunity to deliver excellence. As the Retail Customer Experience Officer, you'll lead our efforts to champion customer advocacy, resolve complex issues, and create seamless service across all retail touchpoints — including direct oversight of our Contact Center. Your work will help shape how customers experience our brand and ensure our associates are empowered to deliver the highest standards of service and care.

Requirements

• Bachelor’s degree or equivalent experience in financial services or customer experience leadership.
• Minimum 5 years of experience in customer experience, contact center leadership, or retail banking.
• Proven ability to lead high-performing service teams and resolve escalated client concerns.
• Strong interpersonal skills and experience working cross-functionally with leaders and teams.
• Working knowledge of retail banking products and services.
• Proficiency in Microsoft Office Suite, especially Excel and Word.
• Proficiency in CRM systems, contact center tools, and customer feedback platforms.
• Excellent organizational, analytical, and written/verbal communication skills.
• High attention to detail and commitment to delivering accurate, timely work.
• Ability occasionally to work at various locations within driving distance.
• Ability to remain in a stationary position for up to 75% of an eight (8) hour workday.
• Ability to review information and details at close range (within a few feet).

Responsibilities

• Champion customer advocacy: Serve as the central point for escalated issues, working cross-functionally to resolve challenges, enhance processes, and restore trust.
• Improve service through insights: Analyze customer feedback, complaints, and journey data to identify gaps, trends, and root causes — and drive improvements across the organization.
• Deliver service-focused training: Design and lead training initiatives that support professionalism, communication, responsiveness, and consistency in every customer interaction.
• Embed service standards: Partner with the Corporate Learning Team to ensure customer-facing expectations are integrated into onboarding and ongoing training across all roles.
• Elevate contact center operations: Oversee daily performance, staffing, KPIs, and long-term strategy for the Contact Center in partnership with the Contact Center Manager.
• Align teams to shared goals: Collaborate across departments — including Retail, Marketing, Digital Banking, and Operations — to uphold FFB’s service commitments and strategic priorities.
• Lead and coach teams: Support the development and accountability of Contact Center associates, ensuring they have the tools and support needed to thrive.
• Create systems for feedback: Implement channels to capture customer and employee feedback and use it to inform service enhancements and leadership decisions.

Benefits

• Competitive Pay & Benefits: Medical, dental, vision, and employer-paid life and disability insurance.
• Financial Perks: 401(k) match, Employee Stock Ownership Program (ESOP), and banking benefits.
• Work-Life Balance: Paid time off, including 11 Federal Reserve bank holidays.
• Growth Opportunities: Tuition assistance and professional development programs.
• A Supportive Culture: Integrity, collaboration, innovation, and respect are at the heart of what we do.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level