Senior Customer Experience Manager

Job description

Responsibilities include but are not limited to:

Experience

Strategy & Journey Design Own the customer experience strategy and annual improvement roadmap for the branch network, Small Business Banking, and Mortgage, with prioritized initiatives tied to satisfaction, loyalty, and retention outcomes. Set the journey priorities and own the business outcome directing the journey designers and experience mappers in Digital on the analysis required, then converting their root-cause and pain-point findings into a sized, prioritized redesign agenda with named business owners.

Define and maintain service standards so the experience is consistent across the branch network, Small Business Banking, and Mortgage. Own the Branch Experience Model and the servicing principles beneath it, so the service standards show up consistently in daily branch practice. Workflows, Escalation & SLAs Define the end-to-end servicing workflows across the three businesses -- including where the branch network serves as the servicing channel for Small Business Banking -- with clear handoffs, escalation paths, and decision rights at each step.

Establish a ticketing model for branch servicing workflow with defined case types, routing, and ownership, with an SLA set for each case type so small business service requests are tracked, aged, and measured rather than handled informally. Publish the decision rights that sit behind workflows -- fee waivers, policy exceptions, and complaint remediation -- stating what the branch can decide, what requires market or regional approval, and what must be referred to Operations, Risk, or Compliance.

Voice of Customer & Measurement Act as the business liaison for the voice-of-customer program, including survey design, feedback channels, and the closed-loop process that returns findings to the accountable business owner. Bring complaint, survey, and service data together with the Digital team's journey analysis to agree on the root causes and translate them into a list of prioritized fixes. Convert customer metrics -- NPS, satisfaction, effort, complaint volume and resolution time, and retention -- into insights and recommended actions for business leaders, establishing performance trends, drivers, and interventions required.

Delivery, Enablement & Change Lead customer experience projects end to end -- business case, delivery plan, adoption, and post-implementation measurement of the outcome achieved. Design service training, recognition, and engagement programs in partnership with Learning & Development that reinforce the standards in daily practice. Serve as a trusted advisor to senior leadership on experience trends, competitive benchmarks, and where investment will move the customer metrics.

Ensure experience initiatives, complaint handling, and customer communications comply with regulatory requirements, bank policy, and fair and responsible banking expectations.

Qualifications

Required Skills

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.

Required Experience

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.

Preferred Experience

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