Customer Experience, Voice of Customer (Remote)

Join us on our mission to create a completely new, 100% digital bank that truly serves customers' best interests. We are a close-knit and fun-loving team of seasoned financial services professionals who came together for the challenge of building a bank from scratch - and we are committed to doing it all the right way (from technology infrastructure to modern marketing to customer experience).

The anticipated salary range for this role is between $145,000.00 and $175,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

We work with the flexibility and speed of a start-up. But we also have significant stability and capital from being part of the SMBC Group (Sumitomo Mitsui Banking Corporation). SMBC is the second largest bank in Japan and the 12th largest bank in the world with operations in over forty countries. And SMBC is committed to disrupting the US marketplace with ground-breaking products.

It is the best of both worlds, and we are seeking proven marketing leaders to propel us towards a national launch. We have both the ambitious growth plans and the 'patient capital' necessary to execute a multi-year plan. Join us on the journey to deliver an exciting concept of evolved banking.

SUMMARY:

Think about the last time you logged into your banking application. Did you feel engaged or happy about the experience?  Have you thought about ways you could make your bank experience better?  We are looking for creative minds to help us reimagine banking.

As a Customer Experience, Voice of Customer, at Jenius Bank, you will be responsible for translating customer feedback into actionable insights that will drive improvements. You will be working with cross-functional partners across Jenius Bank to gather requirements and create reporting that meets their needs. You will be synthesizing customer experience surveys with other transactional, operational, and demographic sources of data across the customer journey to proactively identify customer pain points and areas of opportunity. 
In addition, you will be responsible for the Jenius Bank Complaints Program and provide leadership and management handling complaints from various channels, including regulatory agencies, business units, social media and contact center. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Translate the Customer Experience findings (e.g. NPS, CSAT) across different touch points into actionable insights that influence decision making and business optimizations.
• Perform analyses to identify emerging trends, wins, and opportunity areas in customer experience. 
• Gather business requirements and collaborate with internal and external cross-functional partners on data capture and distribution strategies. 
• Consolidate customer feedback data with other transactional, operational, and behavioral sources of data to paint a clear picture of experience drivers. 
• Familiarity with compliance and audit requirements.
• Ability to manage workflow of complaint handling, organizational, management and process.  
• Submit change requests (CRs) and System Maintenance logs (SMLs) as part of the change management process.
• Documents and writes business and technical requirements, defines interface requirements, workflows and presentations.

POSITION SPECIFICATIONS:

• 7+ years of experience in customer facing and/or business roles. 
• 3+ years of experience in data analysis, statistical analysis, marketing analytics, or similar quantitative fields. 
• 2+ years of experience in complaints management.
• Experience creating reports, visualizations, and dashboards for communicating results and analyses. 
• Experience working with and knowledge of Customer Experience and Voice of Customer Metrics (NPS, CSTAT, etc.), CX surveys, and customer feedback. 
• Excellent verbal, written and interpersonal communication skills.
• Ability to write and communicate requirements to business and technology partners.
• Ability to influence people outside the immediate span of control, including business users, other IT staff and vendors.
• Experience collaborating with customer experience platforms (Medallia) 

EOE STATEMENT
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

CCPA DISCLOSURE
Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.smbcmanubank.com/privacy/ccpa-disclosure. Persons with disabilities may contact our Customer Contact Center toll-free at (877) 560-9812 to request the information in this Notice in an alternative format.