Senior Customer Experience Manager

Valley National Bank•Morristown, NJ

About The Position

The Senior Customer Experience Manager owns the customer experience strategy and annual improvement roadmap for the branch network, Small Business Banking, and Mortgage. The role sets journey priorities and business outcomes, directs Digital journey designers and experience mappers on analysis, and turns root-cause and pain-point findings into a prioritized redesign agenda with named business owners. It defines and maintains service standards and owns the Branch Experience Model and its underlying servicing principles. The position defines end-to-end servicing workflows across the three businesses, including branch servicing for Small Business Banking, with clear handoffs, escalation paths, and decision rights. It establishes a ticketing model with case types, routing, ownership, and service-level agreements, and documents decision rights for fee waivers, policy exceptions, and complaint remediation. As the business liaison for the voice-of-customer program, the role supports survey design, feedback channels, and closed-loop processes. It combines complaint, survey, service, and Digital journey-analysis data to identify root causes and prioritize fixes, then translates customer metrics into insights and recommended actions for business leaders. The role leads customer experience projects from business case through delivery, adoption, and post-implementation measurement. In partnership with Learning & Development, it designs service training, recognition, and engagement programs. It advises senior leadership on experience trends, competitive benchmarks, and investment priorities, while ensuring experience initiatives, complaint handling, and customer communications comply with regulatory requirements, bank policy, and fair and responsible banking expectations.

Requirements

Knowledge of Retail, Small Business, and Mortgage Banking sales models and customer journeys.
Knowledge of sales effectiveness, coaching disciplines, and performance management practices.
Knowledge of regulatory, compliance, and risk requirements.
Skill in sales process optimization, performance analytics, and operational improvement.
Skill in change leadership, stakeholder influence, and cross-functional partnership.
Ability to drive consistent execution and accountability across multiple business lines.
Ability to translate strategy into scalable processes that improve business performance and customer outcomes.
Bachelor's degree in business, marketing, communications, finance, or a related field, or equivalent experience.
At least 5 years of experience in banking, customer experience, retail operations, or service management, including ownership of a measurable experience outcome.
Working fluency in journey mapping and service design, with a track record of directing design partners and turning their analysis into delivered improvements.
Demonstrated ability to analyze customer feedback and performance data and convert it into decisions leaders act on.
Strong communication, stakeholder management, and change leadership skills, with the ability to influence senior leaders without direct authority.

Nice To Haves

Retail banking or financial services background.
Working command of customer feedback platforms, CRM, and analytics tools.

Responsibilities

Own the customer experience strategy and annual improvement roadmap for the branch network, Small Business Banking, and Mortgage, prioritizing initiatives tied to satisfaction, loyalty, and retention.
Set journey priorities and business outcomes; direct Digital journey designers and experience mappers on analysis and turn root-cause and pain-point findings into a prioritized redesign agenda with named business owners.
Define and maintain service standards across the branch network, Small Business Banking, and Mortgage.
Own the Branch Experience Model and its servicing principles so standards are applied consistently in daily branch practice.
Define end-to-end servicing workflows across the three businesses, including branch servicing for Small Business Banking, with clear handoffs, escalation paths, and decision rights.
Establish a branch-servicing ticketing model with case types, routing, ownership, and an SLA for each case type.
Publish decision rights for fee waivers, policy exceptions, and complaint remediation, including matters requiring market or regional approval or referral to Operations, Risk, or Compliance.
Act as the business liaison for the voice-of-customer program, including survey design, feedback channels, and closed-loop processes that return findings to accountable business owners.
Combine complaint, survey, service, and Digital journey-analysis data to identify root causes and agree on prioritized fixes.
Translate NPS, satisfaction, effort, complaint volume and resolution time, and retention metrics into insights and recommended actions for business leaders.
Lead customer experience projects end to end, including business cases, delivery plans, adoption, and post-implementation outcome measurement.
Partner with Learning & Development to design service training, recognition, and engagement programs that reinforce standards in daily practice.
Advise senior leadership on experience trends, competitive benchmarks, and investment opportunities that can improve customer metrics.
Ensure experience initiatives, complaint handling, and customer communications comply with regulatory requirements, bank policy, and fair and responsible banking expectations.