The Affluent Banking team is focused on managing the Affluent business and innovating the Private Client program for an increasingly competitive and dynamic customer segment representing a $5 trillion dollar opportunity. It is critical that we create a compelling offering and seamless customer experiences for this high priority segment.

As a Client Experience Senior Associate on the Consumer Bank Affluent team, you will lead CX processes and execution for the Affluent segment. This role will support the Affluent team’s end-to-end ownership across business outcomes and functions, including customer experience design and reporting, field engagement, and omnichannel customer journeys. The candidate will drive progress on a CX framework to identify and solve client high impact pain points, as well as help improve key client journeys such as servicing and wire transfers. They will work closely with product, Branch, and Operations teams to represent the voice of the client and advocate for an optimal customer experience.

The Client Experience Senior Associate will leverage and develop a multitude of skills, including strategic thinking, project management, analytics, and communication. They will gain exposure to  multiple stakeholders across lines of business and functional areas.

The ideal candidate will have a relentless focus on the end-to-end customer experience, the ability to synthesize voice of the client data into actionable recommendations, manage projects and process improvements, and possess excellent interpersonal skills which foster teamwork and collaboration.

Job Responsibilities:

Becoming a trusted, active member of the Affluent team by developing relationships with Product Owners, Operations, Data & Analytics and field teams, representing the affluent client experience in shared forumsDevelop CX processes to distill insights from quantitative and qualitative client and employee feedback channelsSynthesize client and employee feedback into actionable strategies and tactics. Apply a competitive lens where applicable to develop recommendations.Employ an end-to-end CX approach in order to identify highest impact opportunities, based on key CX metrics such as NPS and complaintsWork across functions and lines of business to support improvements in key client journeys, to drive seamless experiencesWork with Data Analytics and Finance to quantify opportunities impacts of CX enhancementsPartner with Operations and field teams on optimal servicing model, including enabling greater front line empowerments, dedicated servicing teams, tools and capabilities Support day-to-day CX management efforts, including preparing business reports, CX highlights, and presentationsRepresent the Affluent Program across functions and lines of business to execute initiatives in a fast-paced environment

Preferred Qualifications, Skills, and Capabilities

3+ years of financial services product, CX, or project management experience; banking experience preferredSuperior project management, analytic, problem-solving, and time management skills. Ability to perform well in a deadline-driven, fast-paced environment.Strong communication and interpersonal skills; ability to speak comfortably and effectively to large groups, and to cultivate strong relationshipsStrategic thinker with a relentless focus on the customer experiencePersonable, proactive learner and listenerAbility to collaborate across a highly matrixed organization and to embrace change in a rapidly changing environmentAbility to actively work within a team environment while driving accountability for personal goalsAbility to lead multi-stakeholder projects and workstreams end-to-endBachelor’s degree or equivalent experience

To be considered for this role, you may be required to complete a video interview powered by Zoom