La banque d'un monde qui change

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Customer Experience Platform Lead

Postuler REF: 051653

We are undergoing a dramatic transformation to reimagine our brand, experiences, and products. We know real change is hard work, which is why we need people who are aligned with our values (https://blog.bankofthewest.com/change) and ready to make a significant impact on our industry and the world. We need your experience, optimism, and energy to define, design, and build the future.

We are throwing past constraints and assumptions out the window as we transform our customer experience across all channels - we aim to reset the bar for consumer experience in the financial industry. To accomplish our goals, we are building a team of professionals assembled from e-commerce, entertainment, fintech, and social media.

We are looking for people unafraid of bringing their authentic selves to work. Our inspiration and collaboration depend on the diversity of our teams, and inclusion of all voices in our process. We value honesty, transparency, and positive leadership. We are not interested in corporate politics. We appreciate action. We reward continual improvement. We want you to grow. We want you to be yourself. We want you to ask for help and help your peers. We want you to work hard and be proud of the results. We want you to take a vacation. We know that when we support you, you will do the best work of your career. Our eyes are on the future, and we need you to help make it happen, join us.

The role of Customer Experience is critically important and highly visible as we lead the way in building experiences of the future. We are currently seeking qualified talent with primary responsibility of leading the implementation of an Enterprise Customer Experience Platform. As a leader in the Customer Experience team, you will be expected to lead and support the acceleration of our ability to collect, analyze and act on customer feedback by ensuring a successful platform implementation.  Once implementation completes, you will transition to serve as the product owner for the new platform.  Fostering and driving enhancements to evolve our listening, analysis and action driving capabilities.  You will be the single point of contact for the platform and its capabilities.  In addition, the role will be a key contributor to drive the Enterprise Customer Experience strategy and delivery.

In This Role You Will


  • Drive the implementation of the new Enterprise Customer Experience Platform.
  • Coordinate with vendor implementation team, ECX team, IT lead and the Bank of the West lines of business.
  • Facilitate consultation and workshops with BOTW lines of business regarding the platform, dashboards, closing the loop/ticketing.
  • Manage the day-to-day relationship with the vendor.
  • Monitor the tracking and analysis of improvements in customer experience within each channel and business unit.
  • Serve as the ECX expert on sampling processes and protocols.
  • Coordinate with BOTW IT and the vendor to enhance sampling processes and automations.
  • Develop and deliver the sharing of best practices for utilizing the platform.
  • Update, edit and enhance surveys, dashboards working in collaboration with the lines of business.
  • Coordinates and ensures the successful upload of benchmarking results into the platform.
  • Completes all platform training and certification.
  • Leverage & collaborate with BNPP resources and assets.


Other Job Duties


  • Champion the Group's Customer Experience Strategy.
  • Participation in other Customer Experience initiatives and projects.



Education


  • Bachelor's Degree


Work Experience


  • Requires 10 years of experience with customer experience programs.
  • Requires extensive knowledge and hands on experience with Enterprise CX Platforms – Qualtrics, Medallia, Confirmit, etc.
  • Strong project management experience.
  • Knowledgeable of CX methodologies and best practices.
  • Requires experience with customer experience survey and dashboard design.
  • Strong collaboration, vendor management and communication skills.
  • Preferred proven experience leading a large CX program through an implementation onto an enterprise CX platform.
  • Demonstrated understanding of consumer and business-to-business channel experiences and expectations, measures of satisfaction and performance drivers.
  • Strong analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to stakeholders in writing and verbally.
  • Experience with data mining, data mapping and benchmarking.
  • Understanding of information architecture related to customer experience.
  • Ability to communicate effectively across the organization.
  • A positive disposition and ability to relate well with others
  • CCXP (Certified Customer Experience Professional) certification a plus


Skills


  • Proven expertise with Enterprise CX Platforms and applications.
  • Expertise in customer experience feedback data analysis.
  • Proven project management skills.
  • Ability to influence decisions and gain consensus across different channels and lines of business, particularly in the case of competing interests and priorities.
  • Excellent written, verbal and presentation skills


Primary Location: United States-California-San FranciscoJob Type: Full-timeJob: Operations Reference: 051653