Voice of the Customer Manager I

Company Description

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

Ent is seeking an experienced, Voice of the Customer (VOC) Manager to support the needs of our rapidly growing business. This is a unique opportunity to further expand customer (member) listening posts across the business, enhance program maturity, and improve our member experience to accelerate growth and enhance our members' financial quality of life. You will have the opportunity to work cross-functionally to understand and dive deep into member data to reduce decision risk, increase profitability, and inform the evolution of best-in-class member experiences. A successful candidate will have direct, hands-on experience leveraging customer feedback to drive business results and building relationships and influencing cross-functional stakeholders at all levels across the organization. Ent strives to create a positive, supportive, and diverse culture?we look for people who are curious, collaborative, and aligned with our mission of enhancing customer (member) financial health.

Essential Functions

• Measure the customer (member) experience by managing multiple, ongoing, transaction, and relationship surveys. Expand listening posts to encompass all channels and product lines. Continuously identify, evaluate, enhance, and update relevant customer feedback data sources. Lead the evolution of the program as we progress from solicited to unsolicited feedback, and incorporate predictive and advanced analytics to support recommendations and measure results.
• Engage in dialogue with stakeholders to understand the root causes of customer feedback, and the impact of changes to the customer experience, aiding the interpretation of VOC insights. Act as an enabler for customer experience activities - deliver best practices, tools, and guidance across the organization, and work in close collaboration with executives and internal partners to identify and prioritize customer experience projects.
• Analyze disparate sources of data to identify data patterns and customer pain points including external benchmarks, consumer demographics, and internal operational data. Leverage insights to provide actionable recommendations to improve customer experience via training opportunities, process improvements, product development, technology enhancements, etc. Link metrics to business performance and develop strategic action items that drive results.
• Provide support and direction to more junior team members and serve as a mentoring peer. When assigned direct reports and under the guidance of your immediate supervisor, handle supervisory duties such as approving time off, performance reviews, and disciplinary actions.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• Bachelor's Degree Bachelor's degree in Statistics, Marketing, Psychology or similar fields of study.
• Master's Degree MBA (Preferred)
• 4+ years' of experience in research, analytics, and customer strategy
• 2+ years' partnering with stakeholders to develop actionable insights which enhance the customer experience and drive business results.
• 1+ years' team leadership experience (Preferred)

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills:

• Knowledge/use of business-related PC applications, such as Excel, Word, Outlook, and PowerPoint.
• Experience completing an in-depth analysis of structured and unstructured data, identifying the root cause of customer issues/pain points, and making recommendations for training opportunities, process improvements, and/or technology enhancements.
• Technical and operational unders