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Job Summary

The Customer Experience (CX) Manager is a consultant responsible for understanding customer friction within a Value Stream. They partner with stakeholders to define current and future state customer journeys across touchpoints. This role creates a vision for the ideal customer experience by connecting channels (omnichannel) and collaborating with business partners. Focusing on experiences within their Value Stream (e.g., Acquisitions, Payments), they institutionalize a playbook for delivering superior experiences. They contribute to business projects to drive seamless experiences and report on success metrics and KPIs. They understand and address drivers of dissatisfaction and pain points, using insights to define journeys across people, process, policy, and technology. This role partners with the enterprise to create a best-in-class omnichannel experience.

 

Essential Job Functions

• Map omnichannel customer experiences and performance data to understand and improve current state experiences. Partner with Insights, Product Managers, and Operations to define future state experiences. Serve as the program owner creating business cases to help define business value allowing Product to prioritizing features into roadmap for delivery. - (30%)

• Understand customer friction within current processes and experiences to collaborate with colleagues to enhance customer and business value using performance data and customer research within a unified, strategic product development framework. This framework integrates stakeholders and insights to support the discovery of opportunities, focusing on digital but supporting all servicing channels. - (30%)

• Stakeholder on key business initiatives/projects to avoid known friction points and solve new customer issues. Responsible for understanding project goals for seamless interaction. Manage a backlog of opportunities, lead partners through a disciplined framework, and develop business cases and roadmaps. Leverage a story-driven approach to turn insights into strategic recommendations. - (20%)

• ​​Manage Team who monitors journeys for friction points, action any reduction in success rates, and/or drop in NPS​, understand top customer complaints to pull the omnichannel story together. Manage team performance by ensuring goals are tracked, team can make progress toward individual goals, provide coaching and feedback, as well as train the team​. - (20%)

Minimum Qualifications

• High School Diploma or GED.

• 3+ years leading project(s), mentoring and/or coaching experience, demonstrated subject matter expert in department.

• 7+ years experience in a Customer Experience environment with a focus on customer journey mapping and experience re-design.

Preferred Qualifications

• Bachelor’s Degree in Business, Marketing, or related field.

• 8+ years work expertise in consumer behavior & mindset, specifically digital experience and capabilities.

• Deep experience with process mapping/re-engineering tools and methodologies, secondary research and primary research/analysis methodologies pertaining to digital experience.

• Strong understanding of Cobrand Credit Cards, Loyalty/Marketing, and Servicing functions.

Skills

• Customer Experience (CX)

• Customer Insights

• Customer Journey

• Primary Research

• Process Mapping

• Product Development

• Research Analysis

Reports To: Director and above

Direct Reports: 2 - 5

Work Environment

• Normal office environment. (Remote or Hybrid), 3 to 4 days per month are required in office if within 60 miles of a posted Bread Financial location.

Physical and Mental Requirements

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

• Communicate/Hearing

• Communicate/Talking

• Stationary Position/Seated

• Typing/Writing

• Maintain focus in high pressure or fast-paced work environment

Other Duties

This job description is illustrative