Customer Experience Strategist

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

This role is a critical member within the commercial bank supporting the CX director to deliver customer satisfaction that delivers customer retention, growth, and advocacy across the customer journey.

This role will operate as a support to gather Voice of the Customer (VoC), develop and identify data-driven customer insights of the customer / prospects critical CX needs, align critical customer needs along the customer journey, and serve as a guide for internal, customer-facing teams to deliver more effective CX at customer journey touchpoints using VoC, customer insights, and customer journey operational data.

As the CX analyst, this role will be the expert who specializes in defining, collecting and understanding the VoC and operational data that will form and drive strategy for the client experience of the commercial bank. This role will gather, analyze, seek and create the tactical, client level data that will form the rationale and customer-centric priorities for the commercial bank’s big-picture strategy. The CX analyst will work in close contact with individual line of business leaders, customer-facing teams, and sales teams to relay critical customer insights that help customer facing teams and leaders deliver products and services that led to higher levels of new customer acquisition, improved customer retention, customer growth, and positive customer word-of-mouth. This role will provide organizational leaders with critical, tactical level customer insight to maintain and improve service across the end-to-end customer journey.

The work of a CX analyst is driven by employing data and analytics to gather, analyze, and synthesize VoC data that leads to a clear, defined, and well understood description of what the customer expectations for a successful customer journey.  This role will equally use quantitative and qualitative analysis to generate data plans as well as reveal action-focused insights. The CX analyst will focus their work on collecting and parsing data, specifically focused on customer interactions and experiences with all departments along the end-to-end customer journey.

Responsibilities:

• Gather and Analyze Voice of the Customer (VoC) and Customer Data
• Support in creating, delivering, assessing and analyzing surveys for client feedback.
• Knowledge of how to create NPS/CSAT/CES and other leading CX metrics.
• Analyzing qualitative and quantitative data related to customer behaviors, sentiments, and impact.
• Collaborating and teaching internal departments the customer performance standard that customers expect at critical, high priority areas along the customer journey.

CX Measurement and Scorecards

• Use data mining tools to collect data for further research and analysis.
• Work collaboratively with programmers to create tools to collect and analyze data.
• Manipulate data using data analysis tools to discover insights.
• Generate and deliver ad-hoc, executive directed reports from data analysis.
• Create reports, dashboards, and visualizations to clearly and directly describe the critical “why” behind customer sentiment and direct the organization to customer critical priorities.

Market Research & Customer-Centricity

• Perform industry research and work alongside consultants using publicly available data sources.
• Offer suggestions and direction from analysis to help guide organization decision-makers.
• Collaborate with different teams and departments to provide expertise and insight.

Educations, Skills & Experience:

• Bachelor’s degree in marketing, Business, or a related field.
• B2B, Banking/Financial Services experience preferred.
• 3-5 years of relevant professional client experience, marketing experience, analytics, or a related field,
• Experience working with survey and VoC tools for survey creation, distribution, and analysis.
• Strong analytical skills and experience working with data to drive business results, while also ensuring data accuracy and integrity.
• Excellent project management skills and the ability to manage multiple projects simultaneously, across multiple areas of the bank.
• Experience working with data automation and CRM integration– mainly Salesforce, and analytics tools, while also maintaining data privacy and security.
• Ability to synthesize data, make data-driven decisions and balance quantitative measurement with an intuition-driven bias to action.
• Natural drive for innovation and creative problem solving.
• Strong communication skills and the ability to collaborate with cross-functional teams, while also explaining governance policies and regulations to non-experts.
• Working knowledge of data analysis and visualization tools, such as Microsoft PowerBI and Tableau
• Functional experience with database and spreadsheet software, such as MySQL and Excel
• Experience performing various forms of online research.
• Currently knowledge of or ability to quickly learn data mining tools and techniques
• Significant attention to detail and an ability to quickly spot and fix problems.
• Experience working in a team setting and desire to take leadership roles within a team.
• Detail-oriented with strong organizational skills, and a commitment to ensuring compliance with governance policies and regulations.
• Adept on the tools and technologies that help businesses deliver, manage, measure, and improve customer experience and digital channel operations.

The estimated salary range for this position is $65,000 USD to $85,000 USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.