The bank for a changing world

We are looking for

Chief Customer Officer




United States-California-San Francisco



Job function

Communications / Marketing

Apply REF: 041609
What sets Bank of the West apart from other banks is our team members–they embody the optimistic spirit of the West. There is a spirit here that drives us to do more. Our team of more than 10,000 employees is vital to the success of our Bank. They reflect our modern western values—straightforward, entrepreneurial and optimistic. We seek to create a corporate culture that fosters and rewards excellence, encourages creative thinking and respects diversity – an environment where team members are engaged, supportive of one another and enthusiastic about serving our customers. Bank of the West offers the stability of a company that has a 135 year history and is part of BNP Paribas, a European leader in global banking and financial services and one of the 6 strongest banks in the world. We offer opportunities across our diverse business lines – Retail Banking, Commercial Banking, National Finance, and Wealth Management.

Job Description Summary

Responsible for engaging the organization in managing customer relationships to enhance revenues and profits. The CCXO will help champion and drive strategic changes across Bank of the West that provide a targeted, differentiated, and valued customer experience for our retail customers. The overall goal is to improve customer experience by better understanding their needs, by using digital services, and by making faster decisions. In this role, the CCXO accelerate the pace of change as we continue to re-create the Bank of the West brand for the Grow West strategic initiative. This role is considered the "Voice of the Customer" and is a direct report to the CEO.

Essential Job Functions
  • Build and lead a world class Customer Experience team: demonstrating an ability to understand the technical, social, and emotional values that have critical business significance.
  • Create and communicate the vision / strategy of the Bank’s overall customer experience, identifying the key pain points for customers that can be converted into actionable strategies and ensuring industry leading levels of service are delivered consistently across multiple channels.
  • Track, oversee, and optimize all customer interactions.
  • Partner regularly with Grow West Executive Champions, Sales Practices Resource Center, Marketing, Sales, Digital Channels, Technology, Contact Center, Operations, Compliance Complaints, and other key teams to gain customer insights, identify opportunities, and develop strategies that deliver best practice customer experiences.
  • Establish metrics for defining the relationship with customers, maximizing customer acquisition, retention, and profitability.
  • Drive the organization to work together for an optimum customer experience delivery.
  • Create a persistent focus on the customer in the actions the Bank takes by influencing cross-company agreement on how to deliver the greatest value to our customers and determining applicable employee performance metrics.
  • Work with internal stakeholders and external partners to develop analytics that drive customer insights and determine Net Promoter Scores.
Other Job Duties
  • As the Customer Advocate, continue to educate the broader organization on the role and importance of the customer experience, in order to increase bottom line impact.
  • Performs other duties as assigned.

Required Experience
  • Requires exceptional business knowledge, general management and leadership capability to lead business or functional teams.
  • Requires technical and operational capability to define and/or oversee program design in broad area of responsibility.
  • Typically has broad substantive management experience across multiple professional disciplines within the organization.
  • Applies extensive business and industry expertise and provides organizational thought leadership.
  • Requires 15 years minimum prior relevant experience.

  • Master's Degree

  • Ability to distill complex consumer information into transparent communications, plans and strategies, especially to non-marketing professionals
  • Skillful at managing through change; comfortable with ambiguity
  • Strong analytical skills and respect for marketing metrics
  • Proven ability to juggle a large volume of work across multiple constituents
  • Strong project management ability and detail-orientation
  • Excellent presentation and written and verbal communication skills
  • Empathetic and diplomatic
  • Highest standards of ethics and personal integrity
  • Ability to work in ambiguous and dynamic work environment; is comfortable with risk and uncertainty
  • A deep understanding of the marketplace and a passion for culture
  • Track record of proactive leadership in matrixed organizations.

Equal Employment Opportunity Policy

Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.

Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.
Primary Location: United States-California-San Francisco Job Type: Full-time Job: Communications / Marketing