Manager of Customer Experience

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 F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.