FRFS Customer Experience (CX) Strategist

Company

Federal Reserve Bank of Kansas City

When you join the Federal Reserve – The nation’s central bank – you’ll play a key role, collaborating with leading tech professionals to strengthen and protect our economic, financial and payments systems. We dedicate more than $1 billion to technology each year to support the Federal Reserve and our economy, and we’re building a dynamic and diverse team for our future. Bring your passion and expertise, and we’ll provide the opportunities that will challenge you and propel your growth – along with a wide range of benefits and perks that support your health, wealth, and life.

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®,National Settlement Service (NSS), FedCash®1, FedACH®, and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Over time, FRFS will offer an increasingly integrated set of Federal Reserve payment services, incorporating the FedNowSM Service upon its market entry in 2023. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, we will seek to provide a more robust and unified customer experience across our financial service offerings, and we will create new career growth opportunities for FRFS staff.


About the Opportunity:

FRFS is looking for a dynamic Customer Experience (CX) Strategist to join a new team focused on unifying the organization around a vision and plan for improving the end-to-end experience of Federal Reserve customers.

The CX Strategist will help create a customer experience strategy and employ a variety of techniques to drive insights to actions that guide the delivery of a cohesive customer experience. The role will operate as an advocate, advisor, facilitator, and catalyst, working across the organization with business partners and groups such as Product, Marketing, Operations, and Employee Experience. This is an exciting opportunity for a CX expert who is strategic and skilled at driving change in a new organization.

The level of work required is considered advanced, and staff must be able to work under minimal supervision. This position does not have direct reports.

What You Will Do:

· Assist in developing and refining the customer experience strategy, which requires keeping up to date on technology and customer experience trends.

· Help establish a new CX practice by contributing to the strategy around research, enablement, metrics, culture, and prioritization.

· Drive partnerships across FRFS stakeholders to align and deliver on CX program deliverables.

· Identify key stakeholder objectives and priorities to create unique solutions for programs and services. Assesses external environment, internal resources, market research and data analytics to determine direction and scope of programs.

· Leverage qualitative and quantitative customer data and trends to identify opportunities and influence strategies impacting the customer experience.

· Design and lead strategic brainstorms, workshops, and journey mapping sessions.

· Prepare and communicate results of highly visible projects to key stakeholders.

· Provide guidance and coaching to junior staff and educate teams across the organization.

Qualifications

· Strong background in customer experience, user experience, product management, and/or digital marketing.

· Typically requires at least 6 years of relevant experience.

· Bachelor’s degree or equivalent combination of directly related education and/or experience.

· Proven expertise and advanced knowledge of customer experience principles and practices obtained through education, experience, or certification.

· Ability to lead multiple programs and projects simultaneously and adjust to rapidly changing timelines.

· Excellent presentation, oral and written communication skills.

· Demonstrates ability to build, influence and manage key stakeholder relationships.

· Critical thinking, strategic thinking, and decision-making abilities.

· Demonstrates aptitude to leverage relevant technology and software applications.

· Excellent attention to detail.

This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks. 

Applicants must be currently authoriz