Customer Experience Strategy Consultant

Description: The Customer Experience Strategy Consultant is responsible for leadership and execution of strategic and tactical initiatives and projects that support Core Banking. This role will be focused largely on project work that will impact the customer experience across core banking and will partner directly with key partners such as the Enterprise Customer & Colleague Experience... Transformation team, Communications, Consumer Risk team and others to ensure alignment and contribution to enterprise level objectives. This alignment will ensure that the Sales and Service Strategy Consultant builds a strong partnership role with key stakeholders and that they understand specific needs. This individual will partner with the Sales and Service Development Partners to ensure delivery of appropriate developmental tools for colleagues and will also spearhead projects and initiatives to ensure achievement of Core Banking customer experience objectives and key results. Primary responsibilities include: • Providing a strategic partnership role that aligns with our core business lines and functions • Managing output of the Sales Development Partners and ensure quality product/initiative is delivered • Coaching and influencing a team of colleagues responsible for the creation of tools and initiatives • Acting as a subject matter expert and advocate for customers in support of delivering industry leading customer experience • Enabling colleagues to deliver an exceptional customer experience every time and bringing clarity to the role they play in delivering on customer expectations • Providing service process and tools that create colleague confidence and competence to provide solutions to help customers reach their potential Qualifications: Required Skills/Experience: • Ability to form strong partnerships with business partners to successfully lead business line projects and initiatives • Prior program management experience • Very strong communication skills; both written and verbal with the ability to negotiate and influence senior leaders • Ability to analyze reporting and trends and derive insights to drive strategy and decision-making • Demonstrated thought leadership and problem solving skills • Understanding of Customer Experience Process as well as Consumer and Business Customer Relationship Review • Energetic; self-starter - Strong organizational and planning skills - Excellent presentation, visual literacy, negotiation and influencing skills • Outstanding customer service, customer relations, collaboration and interpersonal skills • Strong MS Word, Excel and PowerPoint skills • 5+ years of management experience in financial services industry, preferred Education Bachelor's Degree required Hours & Work Schedule Hours per Week: 40 Work Schedule: Monday - Friday, 8:00am - 5:00pm #LI-Sourcer5 #LI-Remote