Primary Office Location:626 Washington Place. Pittsburgh, Pennsylvania. 15219.
Join our team. Make a difference - for us and for your future.
** At First National Bank, we value related, relevant experience and what you've accomplished in your career. For this position, we will accept four (4) years of commensurate experience or two (2) years of commensurate experience with an associate degree in lieu of the education requirement below. **
Position Title: Manager of Customer Experience
Business Unit: Operations
Reports to: Director of Operations and Efficiencies
Position Overview:
The Manager of Customer Experience plays a pivotal role in orchestrating and enhancing interactions between the Bank and its internal and external customers. This role is tasked with understanding customer needs, expectations and perceptions with the goal of fostering positive experiences that drive business success. Leverage insights from customer feedback and data analytics to ensure a satisfying journey for all customers. Play a strategic role in shaping Bank policies, aligning cross functional teams, and championing a customer-centric culture.
Primary Responsibilities:
Lead transformational initiatives aimed at improving customer satisfaction and loyalty. Collect and analyze customer feedback to make informed decisions and recommendations for process improvements. Monitor customer feedback and sentiment, leveraging insights to implement strategies for continuous improvement.
Drive continuous improvement in customer experience through data driven analysis. Utilize problem solving skills to address challenges and create innovative solutions that enhance the overall customer experience.
Ensure a seamless customer experience by working cross functionally within the organization. Collaborate closely with cross-functional teams included Complaint Escalation & Customer Feedback (CECF), Technical Support & Integration (TSI), Enterprise Operations, Retail/Wholesale Banking, Risk/Compliance and various others.
Build and maintain strong relationships with stakeholders to understand their business needs and objectives. Partner with senior leadership to align customer experience initiatives with overall business objectives.
Oversees the direction, coordination, planning and effective management of the department and defines standards within the department to ensure assigned plans, goals, deadlines and service levels are attained.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program. F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.
Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:
BA or BS
Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:
7
Skills Required to Perform the Primary Responsibilities of this Position:
Excellent project management skills
Excellent organizational, analytical and interpersonal skills
Detail-oriented
Ability to work and multi-task in a fast paced environment
Ability to use a personal computer and job-related software
MS Word - Intermediate Level
MS Excel - Expert Level
MS PowerPoint - Intermediate Level
Sound knowledge of banking regulations and compliance requirements
Experience with Navigator, Business Process Manager, Web Director and similar banking systems
Visio experience preferred
Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:
N/A
Physical Requirements or Work Conditions Beyond Traditional Office Work:
N/A
Equal Employment Opportunity (EEO):
It is the policy of FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment free workplace.
F.N.B. Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about F.N.B. Corporation and has not been reviewed or approved by F.N.B. Corporation.
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Retirement Support — Retirement programs are described as notably strong, featuring a dollar-for-dollar 401(k) match with additional company contributions plus profit sharing and pension elements. Feedback suggests these components are a standout pillar of total rewards.
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Healthcare Strength — Health coverage breadth includes medical, dental, vision, life, and disability insurance alongside HSA options and wellness initiatives. Feedback suggests these offerings provide comprehensive support across core health needs.
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Parental & Family Support — Family-oriented programs include paid parental leave, adoption assistance, childcare support, caregiver leave, and a baby assistance benefit. Feedback suggests these benefits add meaningful value beyond base pay.
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What We Do
F.N.B. Corporation (NYSE: FNB), headquartered in Pittsburgh, PA, is a diversified financial services company operating in seven states and the District of Columbia. Along with our largest subsidiary, First National Bank, we provide a full range of commercial banking, consumer banking, wealth management and insurance solutions, delivered through nearly 340 convenient locations across Pennsylvania, Ohio, Maryland, West Virginia, North Carolina, South Carolina, Virginia and the District of Columbia.
