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Customer Excellence Execution Professional

Citizens is committed to delivering exceptional customer experiences that drive brand loyalty and satisfaction. We are looking for a motivated and results-driven Customer Experience Execution Professional to join our team. This role is ideal for someone with a passion for improving customer interactions and ensuring seamless service delivery. This role will be responsible for implementing customer experience initiatives across the customer lifecycle. This role requires an individual with strong communication skills, a keen eye for detail, and the ability to manage and execute initiatives that improve customer satisfaction and business outcomes. They will collaborate with Consumer Operations leaders and other key stakeholders to drive meaningful changes to deliver seamless, personalized experiences that exceed customer expectations, building lasting loyalty and trust. They will be integrated with cross-functional teams to maintain a deep understanding of the business functions and needs. They will be responsible for developing reporting to monitor the outcomes of CX improvement efforts. The ideal candidate will have the ability to influence others to embrace a customer-centric mindset with a passion for customer advocacy. 

What you'll do: 

The day-to-day role of the CX Execution Professional includes the following responsibilities:

• Cross-Functional Collaboration: Collaborate across multiple teams to ensure customer insights are incorporated into product development, feature enhancement and customer communications. Develop and maintain trusting relationships with key stakeholders using effective communication, active listening, and emotional intelligence and leadership skills to foster alignment, transparency, and collaboration. Resolves any conflict or resistance to change to implement solutions in a timely manner.

• Process Optimization & Execution: Identify areas for process improvements and own implementation of solutions that streamline customer interactions, reducing friction points and increasing satisfaction. Actively taking responsibility for project outcomes, proactively identifying and addressing challenges, ultimately driving the initiative forward with a strong sense of ownership. Lead the development, scoping and execution of customer experience initiative that deliver value and results. improvement initiatives. Ensure sustainability of improvements by documenting and delivering training materials to business partners.

• Stakeholder Outreach: Communicate customer experience improvement plans, progress, and results to operations leaders, stakeholders, and cross-functional teams.

• Customer & Colleague Feedback Integration: Leverage customer feedback from Citizens Listens surveys and complaint data to identify customer pain points to enhance the customer experience. Facilitate focus groups with front-line colleagues to surface pain points and process improvement opportunities to improve customer satisfaction. 

• Data Analysis:  Monitor and analyze customer feedback and CSAT data to inform action plans for improvement. Utilize data to monitor and track effectiveness of CX initiatives. 

• Risk Management: Ensure CX enhancements comply with relevant banking regulations and data privacy laws simultaneously pushing the envelope to build an optimal experience that maximizes opportunity while minimizing risk.

• Communication: Review, edit, and enhance existing customer communications to ensure clarity, consistency, brand alignment, and a positive customer experience. Develop and manage customer-facing communications across channels (email, SMS, web, digital platforms) to enhance transparency, support customer journeys, and improve understanding of products and processes while driving engagement

What we're looking for:

The successful candidate will possess the following skills:

• Strong communication and coordination skills to successfully navigate a matrix organizational structure.

• Self-starter and comfortable challenging the status quo and taking risks.

• Successfully applies a broad range of customer experience and project management tools, methodologies and frameworks that can deliver tangible results.

• Proficient in gathering, translating, and synthesizing information to understand customer pain points and offer creative insights that result in value-add practical solutions. 

• Self-starter and comfortable challenging the status quo and taking risks.

• Excellent written and verbal communication skills and comfortable communicating with and presenting to business leaders. 

• Proficient in gathering, translating, and synthesizing information to understand customer pain points and offer creative insights that result in value-add practical solutions. 

• Proficient in identifying, establishing, and standardizing success metrics to validate improvement initiatives. 

• Ability to design and lead process mapping sessions that document current and future state processes and identify opportunities and pain points. 

• Strong attention to detail and work well under pressure to meet deadlines.

• Motivated to learn and tackle new challenges, embracing a continuous improvement mindset.

• Proficient in Microsoft Office applications. 

Qualifications:

• Bachelor's degree in Business Administration,  Communications, or related field

• 5+ years of experience in project management, customer experience management, process improvement, or related field 

Hours & Work Schedule:

• Hours per Week: 40

• Work Schedule: 8:00am-5:00pm Monday - Friday (Hybrid 4 days in office and 1day from home)

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.