The Role
Owns customer experience strategy, journey improvement roadmaps, service standards, workflows, escalation models, SLAs, and voice-of-customer measurement across branch, small business, and mortgage banking. Translates customer and operational data into prioritized improvements, leads experience projects and change adoption, develops service enablement programs, advises senior leaders, and ensures complaint handling and communications meet regulatory and compliance requirements.
Summary Generated by Built In
Job Summary & ResponsibilitiesPreferred Qualifications
Responsibilities include but are not limited to:
- Experience Strategy & Journey Design
- Own the customer experience strategy and annual improvement roadmap for the branch network, Small Business Banking, and Mortgage, with prioritized initiatives tied to satisfaction, loyalty, and retention outcomes.
- Set the journey priorities and own the business outcome directing the journey designers and experience mappers in Digital on the analysis required, then converting their root-cause and pain-point findings into a sized, prioritized redesign agenda with named business owners.
- Define and maintain service standards so the experience is consistent across the branch network, Small Business Banking, and Mortgage.
- Own the Branch Experience Model and the servicing principles beneath it, so the service standards show up consistently in daily branch practice.
- Workflows, Escalation & SLAs
- Define the end-to-end servicing workflows across the three businesses -- including where the branch network serves as the servicing channel for Small Business Banking -- with clear handoffs, escalation paths, and decision rights at each step.
- Establish a ticketing model for branch servicing workflow with defined case types, routing, and ownership, with an SLA set for each case type so small business service requests are tracked, aged, and measured rather than handled informally.
- Publish the decision rights that sit behind workflows -- fee waivers, policy exceptions, and complaint remediation -- stating what the branch can decide, what requires market or regional approval, and what must be referred to Operations, Risk, or Compliance.
- Voice of Customer & Measurement
- Act as the business liaison for the voice-of-customer program, including survey design, feedback channels, and the closed-loop process that returns findings to the accountable business owner.
- Bring complaint, survey, and service data together with the Digital team's journey analysis to agree on the root causes and translate them into a list of prioritized fixes.
- Convert customer metrics -- NPS, satisfaction, effort, complaint volume and resolution time, and retention -- into insights and recommended actions for business leaders, establishing performance trends, drivers, and interventions required.
- Delivery, Enablement & Change
- Lead customer experience projects end to end -- business case, delivery plan, adoption, and post-implementation measurement of the outcome achieved.
- Design service training, recognition, and engagement programs in partnership with Learning & Development that reinforce the standards in daily practice.
- Serve as a trusted advisor to senior leadership on experience trends, competitive benchmarks, and where investment will move the customer metrics.
- Ensure experience initiatives, complaint handling, and customer communications comply with regulatory requirements, bank policy, and fair and responsible banking expectations.
Required Skills:
- Knowledge of Retail, Small Business, and Mortgage Banking sales models and customer journeys.
- Knowledge of sales effectiveness, coaching disciplines, and performance management practices.
- Knowledge of regulatory, compliance, and risk requirements.
- Skill in sales process optimization, performance analytics, and operational improvement.
- Skill in change leadership, stakeholder influence, and cross-functional partnership.
- Ability to drive consistent execution and accountability across multiple business lines.
- Ability to translate strategy into scalable processes that improve business performance and customer outcomes.
Required Experience:
- Bachelor's degree in business, marketing, communications, finance, or a related field, or equivalent experience.
- Minimum of 5 years in banking, customer experience, retail operations, or service management, including ownership of a measurable experience outcome.
- Working fluency in journey mapping and service design, with a track record of directing design partners and turning their analysis into delivered improvements.
- Demonstrated ability to analyze customer feedback and performance data and convert it into decisions leaders act on.
- Strong communication, stakeholder management, and change leadership skills, with the ability to influence senior leaders without direct authority.
Preferred Experience:
- Retail banking of financial services background, and working command of customer feedback platforms, CRM, and analytics tools.
Skills Required
- Bachelor's degree in business, marketing, communications, finance, a related field, or equivalent experience
- Minimum 5 years of experience in banking, customer experience, retail operations, or service management
- Experience owning a measurable customer experience outcome
- Fluency in journey mapping and service design
- Track record of directing design partners and delivering experience improvements
- Ability to analyze customer feedback and performance data and convert findings into actionable leadership decisions
- Strong communication, stakeholder management, and change leadership skills
- Ability to influence senior leaders without direct authority
- Knowledge of retail, small business, and mortgage banking sales models and customer journeys
- Knowledge of sales effectiveness, coaching disciplines, and performance management practices
- Knowledge of regulatory, compliance, and risk requirements
- Skill in sales process optimization, performance analytics, and operational improvement
- Skill in change leadership, stakeholder influence, and cross-functional partnership
- Ability to drive consistent execution and accountability across multiple business lines
- Ability to translate strategy into scalable processes that improve business performance and customer outcomes
- Retail banking or financial services experience
- Working command of customer feedback platforms, CRM, and analytics tools
Valley Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Valley Bank and has not been reviewed or approved by Valley Bank.
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Healthcare Strength — Health coverage spans medical, dental, and vision with HSA/FSA options alongside life, AD&D, disability, and EAP support. The breadth presents as a comprehensive, modern package for a regional bank.
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Leave & Time Off Breadth — Time off offerings include vacation/PTO, sick leave, and volunteer PTO. Feedback suggests these elements contribute positively to work–life balance even when base pay feels light.
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Retirement Support — Retirement programs include a 401(k) with company match and, for eligible employees, a deferred compensation plan. The presence of these programs strengthens total compensation.
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The Company
What We Do
At Valley, we aren’t just your average financial institution; we're your trusted partner in building a brighter future. With a widespread presence across the U.S., we've been serving communities since 1927. For over 95 years, our team of dedicated professionals has been committed to creating better banking opportunities for our customers and fostering growth and prosperity in the communities we serve. From personalized financial solutions to comprehensive banking services, home mortgages, commercial lending, and wealth management, we're here to help you achieve your financial goals, no matter how big or small. We understand that each individual and business has unique challenges and opportunities, and we're here to listen, understand, and provide tailored solutions to help you succeed. ©2025 Valley National Bank. Member FDIC. Equal Opportunity Employer. Equal Housing Lender. All Rights Reserved.
