Sr Customer Experience Specialist

LendingClub • Lehi, UT

5d • Hybrid

About The Position

LendingClub is looking to hire a Customer Experience Manager to be a part of the Customer Experience & Member Advocacy team. Reporting into the Senior Customer Experience Manager, this person will have a passion and commitment to service excellence and outstanding customer focus, with a lean towards data driven analysis. Our fast-paced, dynamic team environment includes product, technology, customer service, operations, legal and compliance partners across a fully digital acquisition and servicing customer engagement across the enterprise. Our team leverages quantitative analysis and qualitative observations to reduce noise in the end-to-end journey of our customers, often managing small projects and ensuring we have the right prioritization with our partner teams.

Requirements

• 3-5 years of experience in financial services
• Experience in customer solutions, customer complaints or support, preferably consumer-facing
• Bachelor’s degree or higher in a related field; or equivalent work experience
• Experience defining and implementing metrics and/or adjusting current metrics based on business demands/needs
• A professional, helpful, and friendly attitude coupled with the ability to listen, teach, and elicit information efficiently - we work in a team-oriented environment
• A strong problem solver with an interest in identifying and resolving customer issues
• Ability to work independently and efficiently.
• Excellent writing, email, phone and organization skills (you need to have extremely strong grammatical skills)
• Strong computer skills and a willingness to be actively engaged using virtual/video tools
• Progressive leadership skills demonstrated through career.
• Willingness to make a difference, challenge the status quo respectfully, and be creative
• 5-day work week with possible early morning/evening hours due to a cross-country workforce

Responsibilities

• Working directly with the Customer Service team to regularly review customer feedback, perform qualitative listening sessions, and dig into customer complaints, identifying opportunities for improvement in the customer experience
• Working closely with LendingClub's Legal and Compliance teams to ensure routines are within regulation and procedures are maintained to protect our company and our customers when issues arise
• Using data to identify improvement opportunities and proactively drive end-to-end customer experience improvements across human and digital touch points
• Other strategic projects as required by the business

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees