Client and User Experience Specialist

Overview

The Client and User Experience Specialist is responsible for designing, implementing, and continuously improving the overall experience for clients and users across multiple platforms and touchpoints. The role involves collaboration with cross-functional teams across the bank, including marketing, brand, operations, product development, risk management, and client support, to ensure that client and user needs are met through a seamless, intuitive, and engaging experience. This position requires the application of independent judgment and discretion in shaping how clients and users interact with the bank's brand across all touchpoints, ensuring alignment with the bank's mission and contributing to overall satisfaction.  Principal Duties & Responsibilities:

• Develop and execute strategies to enhance the client experience across marketing channels and user touchpoints, ensuring alignment with both short-term and long-term business objectives.
• Lead the design and optimization of digital experiences to deliver a seamless, intuitive, and engaging user journey across digital banking platforms.
• Collaborate with cross-functional teams, including marketing, product development, IT, and customer support, to improve both digital and physical client journeys.
• Establish and manage processes to gather and analyze client and user feedback; use data-driven insights to inform enhancements that support satisfaction and loyalty.
• Define, monitor, and report on key performance indicators (KPIs) related to satisfaction, retention, engagement, and other client and user experience metrics.
• Drive continuous improvement efforts by applying current trends, research, and best practices in client and user experience to enhance interactions across touchpoints.
• Ensure that all client and user experiences are consistent with brand values and messaging, reinforcing a cohesive experience across all platforms.
• Promote a user-centric mindset by guiding collaborative efforts with the broader marketing and experience teams and supporting the application of user-first design principles.
• Design and maintain surveys and dashboards using platforms such as Qualtrics to enable effective data collection, analysis, and action planning.
• Manage relationships with external vendors and collaborate with the parent company to identify and implement technologies, resources, and best practices that support continuous enhancement of the client and user experience.
• Develop or support training materials and communications to promote best practices in client and user experience across departments.

Qualifications

• 2-4 years of experience in client experience, user experience, or related fields, preferably within the financial services industry.
• 5-7 years Demonstrated broad experience in transformation or change management roles, with a track record of driving strategic initiatives and process improvements.
• Strong understanding of user-centered design principles and methodologies, particularly within digital banking environments.
• Proven ability to lead cross-functional teams and manage projects that enhance client and user experiences.
• Proficiency with UX/UI design tools (e.g., Figma, Marketing Cloud Journey Builder) and analytics platforms (e.g., Google Analytics, heat mapping).
• Experience in developing and maintaining surveys and dashboards using platforms such as Qualtrics.
• Strong analytical skills, with the capacity to interpret client feedback and data to guide strategic decision-making.
• Excellent communication and presentation skills, with the ability to convey complex concepts clearly to both technical and non-technical stakeholders.
• Experience working in agile teams and iterative development environments.
• Familiarity with customer journey mapping, wireframing, and other UX-related methodologies.
• Demonstrated critical thinking and problem-solving skills, with the ability to balance big-picture vision and attention to detail.
• Effective interpersonal skills and strong collaboration abilities.
• Proficiency in Spanish is preferred to facilitate communication and collaboration with resources at the parent company; however, this is not a requirement.
• Certifications in UX, CX, or related fields (e.g., Nielsen Norman Group, CXPA) plus.

Education

• Bachelor's Degree in Business, Marketing, Design, or a related field (or equivalent work experience)
• Master's Degree Preferred

Special Instructions to Candidates

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP here.
• The contractor will not discharge or in any other manner di