FVP, Customer Experience Director

POSITION OVERVIEW

The person in this role will have a passion for creating, coaching and driving excellent customer experiences and proficiency in collecting, analyzing, and synthesizing information to produce actionable outcomes for a best-in-class customer experience. The incumbent will oversee the day‑to‑day activities of the CX department. They will have a proven track record as a recognized customer experience leader and will drive thought leadership and a customer centric culture.

• Constantly exploring new tools and techniques in the industry to help cross functional teams understand customer behavior across journeys
• Manage relationship with journey analytics partners and define scope and strategy that’s aligned with organizational strategic goals
• Develop use cases to help showcase journey analytics capabilities to current and potential partners
• Share learnings and capabilities with broader analytics community and advocate use of journey analytics data and tools in defining customer engagement and growth strategies across platforms
• Develop programs, processes and tools to increase engagement between our customers and their solutions
• Leads customer experience team, responsibilities and outcomes
• Maintain current knowledge of major customer business processes at Provident, including evolving plans, while including needs for customer information. Participate in customer process journey mapping and other CX transformational initiatives.
• Ensure gaps in customer satisfaction are identified and analyzed by CX team, with results and opportunities for improvement communicated effectively.
• Identify, develop and deliver opportunities to develop advisory solutions to address customer problems and identify commercialization opportunities for the business lines.
• Constantly evaluate opportunities to add critical customer behavior data to journey views to better understand customer needs and pain points
• Track and maintain improvements made for customers as an outcome of above processes
• Serve as an empowered representative for CX leadership in various meetings, and committees as appropriate.
• Stay up to date on the latest CX trends and find opportunities to implement with organization
• Participate in customer process journey mapping and other CX transformational initiatives
• Design customer facing and employee facing materials to ensure brand, tone and messaging consistency.
• Support partner teams with process flows and brand aligned scripting
• Review documents, letters and website content to ensure customer centric messaging
• Act as change agent and thought leader by capturing and sharing customer experience best practices across the organization.
• Partner with customers to understand their views and insights, utilizing VOC feedback
• Build a network of relationships internally and externally, with key partners and customers to stay current on issues impacting sales or growth

• 10 years + in Customer Experience, field with demonstrated hands‑on experience in consumer and commercial markets.
• Experience with insurance and wealth a bonus
• Strategic thinker
• Strong command of CX processes and CX data and analytics
• Sound understanding of end-to-end customer journeys
• Experience with tools and reporting structures of CX
• Experience with CX listening software
• Self‑starter, self‑motivated
• Strong ability to multi‑task
• Adaptable to a highly changing environment
• Familiarity with banking regulations
• Excellent written and verbal communication skills
• Ability to drive collaboration with cross‑functional teams

• BA/BS degree or relevant experience

Work is performed in a normal office environment. Noise levels are usually moderate. This position involves travel to customers and property locations.

• Prolonged sitting
• Lifting from 5 to 10 lbs. (printer paper, storage boxes)
• Occasional bending or overhead lifting (storing files or boxes)
• The hazards are mainly those present in a normal office setting

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by…