Customer & Employee Journey Transformation Lead

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community?  Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York.  Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.  At Provident Bank, we are committed to enhancing our customer and employees’ experience. 

 

POSITION SUMMARY:

At Provident Bank, we know that exceptional customer experiences start with empowered and engaged employees. As our Employee Experience Effectiveness Leader, you will act as the organization's Customer & Employee Journey Transformation Lead, responsible for mapping our employee journeys, removing bottlenecks, and creating operational efficiencies to help our team members deliver seamless and personalized customer experiences. Your role will directly impact customer satisfaction, employee engagement, and overall experience operations across the organization.

 

KEY RESPONSIBILITIES:

Employee Journey Mapping & Experience Design

• Develop and implement employee journey maps for key roles in retail, commercial, insurance and wealth for customer facing and back-office employees.
• Identify pain points and inefficiencies in the employee lifecycle—ensuring touchpoints after onboarding, training activation, process and procedure adoption.
• Utilize employee feedback, engagement surveys, and performance data to continuously refine and enhance the employee experience.
• Partner with HR, Training, and Technology teams to improve support needs of employees in customer facing interactions. 
• Design new process flows in partnership with business lines to streamline customer interactions

Removing Bottlenecks & Enhancing Employee Effectiveness

• Analyze employee/customer workflows, identifying barriers that slow down service delivery.

• Work with IT and Operations teams to streamline processes, make enhancements to outdated workflows, improve digital support tools, and automation.
• Advocate for policy and procedural updates that reduce administrative burdens and allow frontline teams to focus on customer engagement.
• Improve internal communication and knowledge-sharing platforms to ensure employees have quick access to the information they need.

Support & Empower Employees

• Collaborate with commercial, retail, wealth and insurance business heads, digital and contact center leaders, and back-office leadership to understand challenges in delivering superior banking experiences.
• Develop real-time employee support mechanisms, such quick access support tools, training initiatives, and CORE champions.
• Design initiatives that encourage employees to provide personalized, relationship-based banking services while maintaining compliance and operational excellence.

Customer Journey Mapping & Experience Design

• Develop and implement customer journey maps for key roles in retail, commercial, insurance and wealth for customer facing and back-office employees.
• Identify pain points and inefficiencies in the customer lifecycle—ensuring touchpoints after onboarding, training activation, process and procedure adoption.
• Utilize customer feedback, engagement surveys, and performance data to continuously refine and enhance the customer experience.
• Partner with HR, Training, and Technology teams to improve support needs of employees in customer facing interactions. 
• Design new process flows in partnership with business lines to streamline customer interactions

 

 

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Human Resources, Organizational Development, Business Administration, Customer Experience, or a related field, or 10+ years related experience.
• Seven years of experience between employee experience/human resources and customer experience roles, with a background in banking operations in the financial sector.
• Strong expertise in employee journey mapping, process optimization, and change management in a banking environment.
• Familiarity with banking technology, CRM syste