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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Provide leadership within the Client Experience and Operational Excellence Program, which will allow Truist to drive continuous improvements with a focus on delivering distinctive client and teammate experiences. This team will be responsible for collecting and analyzing CX data insights, understanding interaction sequences of common client experiences, identifying drivers of client dissatisfaction and friction and partnering to reimagine degradative client experiences – including designing changes to CX journeys based on collective data insights. 

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.  
1.    Responsible for closed-loop feedback, leveraging data and analytics, to create insights and drive action.
2.    Team will effectively translate complex operational opportunities into action plans and conduct continuous improvement activities.  Overlay client journey architecture and validate end-to-end process maps, and develop forward-looking processes, policies, procedures, and systems that support the development, operational effectiveness, and continual improvement of critical CX outcomes.
3.    Partner across the team to identify key client engagement points and client pain points.  Analyze aggregated feedback from Complaints, VOC, VOM and other sources to identify the top CX opportunities for Consumer and Small Business Banking (CSBB), Wholesale and COEs.  
4.    Drive business process transformation to create long-term competitive advantage through a differentiated Client Experience. 
5.    Responsible for remediation of select enterprise-wide CX and operational deficiencies escalated through the Complaints COE and other channels. Champion enhancements through client experience root cause analysis and cure assessment.
6.    Partner with Journey teams and Service Design to enhance and inform client experience, teammate experience, etc. 
7.    Act as a horizontal across DCXM and partner with DCXM Governance team to ensure appropriate processes are delivering a differentiated client experience. 
8.    Manage team of professionals, making recommendations for career development, performance evaluations, salary changes, promotions, transfers and terminations within established policies and guidelines. Responsible for effective development of an engaged team that operates consistent with Truist’s Purpose, Mission and Values. Develop standards of performance, and hold teams accountable.

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.    Bachelor’s degree in Business Administration or Management or equivalent education and related training or experience;
2.    8 years of experience in financial industry, preferably in Operations or Risk Management related areas;
3.    Strong interpersonal, verbal and written communication skills, as well as the ability to successfully interact with and influence senior management and staff;
4.    High-level analytical, planning, problem-solving and negotiation skills;
5.    Demonstrated proficiency in basic computer applications, such as Microsoft Office software products;
6.    Thorough working knowledge of bank regula