Location:For Those Who Work At Home – Various, Ohio 44145Our goal is to build a culture that is fanatical about ensuring clients are successful when leveraging Enterprise Payments’ (EP) treasury products and solutions. The Performance Innovation Lab team is responsible for bringing this vision to life by designing, monitoring, and continuously improving all aspects of our clients’ experience with EP. The ultimate outcome is to ensure clients are successful in achieving the value they expected by doing business with us, and becoming advocates of KeyBank in the process. This will only be accomplished by changing our culture and processes to reduce customer effort, eliminate internal inefficiencies, and freeing capacity to take a more proactive approach towards servicing.The Voice of the Client and Experience Lead will contribute to the growth and profitability of EP by revolutionizing our client experiences, designing ideal customer journeys based on deep client and employee insights to deliver outcomes that drive high satisfaction, strong retention, and cross-sell. In addition, the Voice of the Client and Employee Lead will collaborate with business leaders across EP to infuse client centricity throughout and penetrate the voice of the customer in the delivery of the customer experience by providing actionable customer insights to fuel innovations in our processes and procedures and ensure a seamless and engaging experience for our clients and employees.Essential Job Functions:Champion a deep understanding of client behavior, segmentation, pain points, and risks across EP via management of a comprehensive end to end feedback loop to define client experience opportunities and help drive loyalty, retention, and cross-sell.Maintain, evolve and drive interaction of our pain point tracker and initiative backlog.Develop a clear understanding, of EP solutions supported; both Key owned and vendor managed products or services.Define and clarify current state processes to improve consistency, accountability, and accuracy of processes.Analyze processes for improvement opportunities; provide feedback and recommendations to stakeholders.Lead coordination of internal meetings, and any other required collaboration between internal/external groups to ensure all relevant parties are present and engaged.Adhere to all Risk policies and procedures.Limited travel required.Responsible for client satisfaction and loyalty, including prioritizing next actions out of our Net Promoter Score (NPS) survey and results. Leverage results to identify strengths and opportunities to develop a robust strategy and action plan.Develop and produce concise reports and presentations to be shared at all levels of the organization with insights based on all feedback, surveys, and reports. In addition, recommended actions to inform business decisions and improve the client experience.Define & optimize the customer lifecycle through journey mapping and customer segmentation strategies, including designing end to end experiences that keep clients engaged through impactful interactions.Collaborate with internal partners to create optimal user experiences to create solutions that satisfy and engage our clients.Required QualificationsBachelor’s Degree with a minimum of 5-10 years of relevant experienceProblem solving mentality that combines a lean improvement skillset and out of the box thinking to deliver client centric solutions.Understand and value customer touch points in order to optimize and design ideal state experiences with customer journey mappingUnderstand customer needs / behaviors and develop actionable customer insights* Manage and develop experience design strategies* Experience with key customer satisfaction / perception metrics like NPS and VOC, including their analysis and application.* Ability to consolidate all feedback and summarize
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