VOC - Customer Experience Associate, AVPPermanent
Florida, Miami - 33222Job Simplification
The announced job offer is made public by the firm: City National Bank of Florida and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.
It is announced that they have a job offer at the category of Array and the jobs location is in the state of Florida at the city Miami, in the country US - at this current ZipCode: 33222
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Job Overview
The Customer Experience (CX) Associate is responsible for overseeing our Voice of Customer program, data analysis, intelligence and competitive research for the customer experience team. Serves as the subject matter expert for the company-wide Net Promoter System platform adoption, working with different areas across the bank to keep the system top of mind.
Through thoughtful management of the VoC program, the CX Team ensures that the voice of our customers consistently informs how City National Bank continues to evolve, enhance, and improve the customer experience in pursuit of delivering evermore exceptional service
Principal Duties & Responsibilities:
Oversee and expand the Net Promoter System and customer-centric mentality across the organization, including ongoing collaboration with other areas of the bank to train and track ongoing adoption of the program requirements.
Lead the design and deployment of efforts to collect quantitative and qualitative data using different data collection modes to understand customer experience.
Analyze data on customer experience performance to identify root cause, customer's pain points and opportunities, revise current practices, optimize customer experiences and improve performance.
Promote and participate in Line of Business/Support Units Team Meeting sessions to drive customer feedback review and foster opportunity-oriented discussions.
Oversee the execution, communications, and content delivery of new & existing programs.
Track the benefit of the program.
Maintain CX governance structure, including leadership reporting/read outs, and facilitate the outer loop.
Build insights-driven presentations based on Customer survey data & team analysis.
Simplify and distill complex data and customer feedback to build customer stories.
Enhance and manage the VoC ecosystem.
Lead market benchmark analysis.
Drive discovery/test & learn activities to quickly validate assumptions and influence innovative change.
Acts as a thought leader in Customer experience management working with third-parties and industry practitioners.
Perform ad hoc analysis as needed to ensure the success of Customer experience projects.
Education:
Minimum of 5+ years of related experience
BA or BS in related discipline
Experience with Qualtrics; Qualtrics certifications preferred
Strong understanding of research methodology including survey design. Ability to plan and conduct quantitative research studies.
In-depth knowledge of both qualitative and quantitative research methodology and analysis.
Like to have:
Experience in Insurance or Financial Services desired.
Familiarity with Salesforce is a plus.
Strong communicator and presenter (oral and written) - Simply represents complex and innovative concepts, with ability to mobilize, inspire, and influence at all levels of the organization - a change agent.
Detail-oriented individual.
Project and time management skills.
Strong interpersonal skills, including the ability to build relationships and consensus, as well as effectively communicate and influence across various management/organizational levels.
Self-motivation to complete multiple projects/tasks in a timely and accurate fashion.
About City National Bank of Florida
Headquartered in Miami, City National Bank of Florida (CNBFL) is the financial institution to which Floridians have turned to for more than 75 years. With more than $20 billion in assets, CNBFL is one of the largest financial institutions based in the state, and a top 100 bank in the nation. City National Bank of Florida is a subsidiary of Chilean bank, Banco de Credito e Inversiones (Bci), and remains a South Florida-based community bank with local decision-making. American Banker Magazine named CNBFL a Best Bank To Work For in 2020, 2017, and 2016. The South Florida Business Journal named CNBFL Business Of the Year 2019, and was also voted Best Community Bank, Best Business Bank, Best Bank for Commercial Real Estate, Best Bank for Jumbo Loans, Best Private Bank and Best Foreign National Mortgage Lender by the readers of the Daily Business Review. City National Bank of Florida is rated 5 stars "Superior" by BauerFinancial and offers a diversified portfolio of financial products and services from Miami-Dade County to Central Florida
CNB is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Through thoughtful management of the VoC program, the CX Team ensures that the voice of our customers consistently informs how City National Bank continues to evolve, enhance, and improve the customer experience in pursuit of delivering evermore exceptional service
Principal Duties & Responsibilities:
Oversee and expand the Net Promoter System and customer-centric mentality across the organization, including ongoing collaboration with other areas of the bank to train and track ongoing adoption of the program requirements.
Lead the design and deployment of efforts to collect quantitative and qualitative data using different data collection modes to understand customer experience.
Analyze data on customer experience performance to identify root cause, customer's pain points and opportunities, revise current practices, optimize customer experiences and improve performance.
Promote and participate in Line of Business/Support Units Team Meeting sessions to drive customer feedback review and foster opportunity-oriented discussions.
Oversee the execution, communications, and content delivery of new & existing programs.
Track the benefit of the program.
Maintain CX governance structure, including leadership reporting/read outs, and facilitate the outer loop.
Build insights-driven presentations based on Customer survey data & team analysis.
Simplify and distill complex data and customer feedback to build customer stories.
Enhance and manage the VoC ecosystem.
Lead market benchmark analysis.
Drive discovery/test & learn activities to quickly validate assumptions and influence innovative change.
Acts as a thought leader in Customer experience management working with third-parties and industry practitioners.
Perform ad hoc analysis as needed to ensure the success of Customer experience projects.
Education:
Minimum of 5+ years of related experience
BA or BS in related discipline
Experience with Qualtrics; Qualtrics certifications preferred
Strong understanding of research methodology including survey design. Ability to plan and conduct quantitative research studies.
In-depth knowledge of both qualitative and quantitative research methodology and analysis.
Like to have:
Experience in Insurance or Financial Services desired.
Familiarity with Salesforce is a plus.
Strong communicator and presenter (oral and written) - Simply represents complex and innovative concepts, with ability to mobilize, inspire, and influence at all levels of the organization - a change agent.
Detail-oriented individual.
Project and time management skills.
Strong interpersonal skills, including the ability to build relationships and consensus, as well as effectively communicate and influence across various management/organizational levels.
Self-motivation to complete multiple projects/tasks in a timely and accurate fashion.
About City National Bank of Florida
Headquartered in Miami, City National Bank of Florida (CNBFL) is the financial institution to which Floridians have turned to for more than 75 years. With more than $20 billion in assets, CNBFL is one of the largest financial institutions based in the state, and a top 100 bank in the nation. City National Bank of Florida is a subsidiary of Chilean bank, Banco de Credito e Inversiones (Bci), and remains a South Florida-based community bank with local decision-making. American Banker Magazine named CNBFL a Best Bank To Work For in 2020, 2017, and 2016. The South Florida Business Journal named CNBFL Business Of the Year 2019, and was also voted Best Community Bank, Best Business Bank, Best Bank for Commercial Real Estate, Best Bank for Jumbo Loans, Best Private Bank and Best Foreign National Mortgage Lender by the readers of the Daily Business Review. City National Bank of Florida is rated 5 stars "Superior" by BauerFinancial and offers a diversified portfolio of financial products and services from Miami-Dade County to Central Florida
CNB is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Employer Overview
City National Bank of Florida
Florida, Miami - 33222- Agency