Voice of the Customer Manager

POSITION SUMMARY

Our Voice of the Customer (VOC) program is aimed at doing just that: capturing the experiences, expectations, suggestions, preferences, and aversions of customers. We gather and seek to understand customers' interactions with and impressions of our company. We strive to transform this information into actionable insights and deliver experience improvements to our customers and employees. Our goal is to cultivate a customer-centric organization by being our customers' greatest advocates.

This role will report to the Director of Customer Experience and will build a mature voice of the customer program, consume and synthesize operational and experience data, and will provide actionable insights for our CX design team to bring to life. (e.g. NPS, Customer Satisfaction, Customer Effort, Team Member Effort).

MAJOR JOB RESPONSIBILITIES

Customer Advocacy – Be the voice of our customers to highlight improvement opportunities. Share significant findings from customer feedback in key decision-making forums to prioritize CX improvements on roadmap. Suggest and collaborate with CX design team for process improvements uncovered through VOC feedback.

Collaborate – Maximize the value of VOC research by partnering with marketing, digital, infosec, IT, Risk, Compliance, CC and business lines. Collaborate with other functional teams within customer care maintain VOC intake processes that are scalable and self-sustaining.

Participate in major customer business process development, including evolving plans for the future, and including needs for customer information. Expand listening activity to encompass all channels, i.e., social media, etc. and product lines.

Partner and execute collaboration processes with product, sales, marketing, customer success, support, professional services and others to facilitate closed loop follow up for customer feedback.

Collection of Employee Effort Score data and feedback.

Partner with design team to execute collaborative processes with retail sales, marketing, administrative support, additional services and others to facilitate closed loop follow up for customer feedback.

Partner with CX design team to ensure process improvements based in VOC feedback.

Manage all complaints verbal, written, executive and regulatory in collaboration with compliance and business lines.

Responsible for complaint responses gathering and trending of all VOC feedback data for quarterly reporting.

Trend all complaint data for recurring themes, areas of improvement and risks to the bank

Track and trend all improvements.

Partner with CX Design Manager to bring the VOC for entire organization to all CX projects, initiatives and outcomes to measure the customer experience by managing multiple, ongoing,

transaction, and relationship surveys.

Support in the introduction and prioritization of a multi-intake "voice of customer" model that allow us to map insights to customer journeys across the Bank from a variety of perspectives and channels (such as InMoment surveys, social media, complaints, websites, chat etc.)

Build and maximize trusting relationships with senior leadership to understand and align leadership priorities to VOC initiatives.

Serve as an empowered representative for CX leadership in various meetings, and committees as appropriate.

SUPERVISORY RESPONSIBILITIES

N/A

SKILLS AND TRAINING

General knowledge of regulations

Experience drafting complaint responses to regulators

Experience with journey mapping, customer journeys and sales life cycles

Experience with Oracle, Eloqua, Canva

Experience with customer facing design and brand management

Excellent written and verbal communication skills

Experience with customer listening and feedback

Experience with vendor management

Collaborative and communicative team player

Proactive and adaptable to change

Background in banking industry

Self-starter who can run projects with minimal oversight

Curious and open to learning

EDUCATION

Bachelor’s degree preferred, but not required with equivalent work experience

WORK EXPERIENCE

Minimum 5 years’ experience commensurate with job function in both customer experience and compliance and complaint management

LICENSES AND/OR CERTIFICATES:

N/A

TRAVEL:

Some travel may be required to our Provident, PPP and Beacon offices as needed.

WORKING CONDITIONS

Work is performed in a normal office environment. Noise levels are usually moderate.

HAZARDS

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 management.

Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.