Senior Customer Experience Manager

Valley 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 prioritizes initiatives tied to satisfaction, loyalty, and retention; directs Digital journey-design partners in analysis; and converts root-cause and pain-point findings into a prioritized redesign agenda with business owners. It also defines service standards and owns the Branch Experience Model and its servicing principles. The position establishes end-to-end servicing workflows across the three businesses, including the branch network’s role in serving Small Business Banking. It defines handoffs, escalation paths, decision rights, case types, routing, ownership, and service-level agreements for branch servicing workflows. As business liaison for the voice-of-customer program, the manager brings complaint, survey, service, and journey data together to identify root causes and prioritize fixes. The role converts customer metrics—including NPS, satisfaction, effort, complaint volume and resolution time, and retention—into insights and recommended actions for business leaders. The manager leads customer experience projects from business case through delivery, adoption, and post-implementation measurement. In partnership with Learning & Development, the role designs training, recognition, and engagement programs that reinforce service standards. It advises senior leadership on experience trends, competitive benchmarks, and investment opportunities, and ensures 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.
Minimum of 5 years 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 direct Digital journey designers and experience mappers in analysis; turn root-cause and pain-point findings into a sized, 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 underlying servicing principles so service standards are consistently practiced in branches.
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 ticketing model for branch servicing workflows, including case types, routing, ownership, and an SLA for each case type.
Publish decision rights for fee waivers, policy exceptions, and complaint remediation, including matters for branch, market or regional approval, or referral to Operations, Risk, or Compliance.
Act as business liaison for the voice-of-customer program, including survey design, feedback channels, and a closed-loop process returning findings to accountable business owners.
Combine complaint, survey, and service data with Digital journey analysis to identify root causes and prioritize fixes.
Turn customer metrics into insights and recommended actions for business leaders, establishing performance trends, drivers, and required interventions.
Lead customer experience projects end to end, including business case, delivery plan, adoption, and post-implementation outcome measurement.
Design service training, recognition, and engagement programs with Learning & Development to reinforce standards in daily practice.
Advise senior leadership on experience trends, competitive benchmarks, and investments likely to improve customer metrics.
Ensure experience initiatives, complaint handling, and customer communications comply with regulatory requirements, bank policy, and fair and responsible banking expectations.