Customer Experience Business Lead

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car. 

Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Description

Job Summary

The Customer Experience Business Lead coordinates operations and technology experts to create customer-centric technology and process solutions.  This position works with IT team members and business units to understand the business needs and technical potentials to review and recommend a solution.  In addition, this role also monitors the impact of the solution to determine if changes are needed.

Job Duties

• Coordinates the development and implementation of comprehensive solution strategies that meets support the organization’s long-term customer experience goals.

• Employs a thorough understanding of the business needs and processes to propose automation and technical solutions that drive efficiency, ease of customer-use and savings.  

• Identify immediate and downstream impacts of proposed changes and work with business to align expectations and manage change.  

• Communicate, collaborate, and influence others in removing functional silos for the betterment of customer experience. 

• Facilitate cross-functional teams of operations and technology professionals in planning and implementation of strategic initiatives to deliver customer-centric solutions that enhance the customer journey and increase customer lifetime value.

• Monitor key performance indicators, returns and/or metrics to evaluate the effectiveness and efficiency of the customer experience initiatives and processes.

• Identify and prioritize customer pain points and opportunities for improvement and drive continuous innovation and optimization of the customer experience.

• Build and maintain strong relationships with internal and external stakeholders to ensure alignment and collaboration on customer experience goals and expectations.

• Research and review latest trends, best practices, and technologies in customer experience and evaluate them for technology solutions.

• Other duties as assigned.

Education and Work Experience

• College degree or equivalent work experience in related fields.

• Ten (10) years of relevant experience in customer service, operations, or technology with a minimum of eight (8) years in technical work related to operational solutioning.

• Experience with process documentation and optimization.

• Experience managing large-scale, enterprise-wide projects.

• Ability to manage customer needs and expectations based on asks.

• Capable of documenting proposed technical solutions and high-level requirements to meet the business ask.  

• Advanced communication, collaboration, and influencing skills, with the ability to work effectively with other team members, cross-functional teams, and external partners.

• Exceptional analytical and problem-solving skills, with the ability to use data and insights to drive decision making and action.

• Highly adaptable and flexible, with the ability to thrive in a fast-paced and dynamic environment.

Exeter Finance LLC is an Equal Opportunity Employer.

Individual compensation packages are based on various factors unique to each candidate including

skill set, experience, qualifications and other job-related reasons.