Job Description

JOB DESCRIPTION SUMMARY

Responsible for supporting the operational Customer Experience (CX) program across the two largest lines of business within Bank of the West, our Consumer and Small Business groups, and also includes supporting all other lines of business that support the Enterprise, such as Contact Center, Personal Finance, Real Estate, Deposit Product and Payments. The role includes the design of various research methods, such as surveys and other methods of customer measurement, analysis of customer and operational data, dashboard and report design/optimization as well as stakeholder reporting and relationship management. Support cross functional work within not only the lines of business, but also teams such as marketing, communications, digital and technology groups. Conduct ad hoc statistical analysis and create value-add deliverables to support key business stakeholders.

In partnership with LOB senior leaders, responsible for helping in the implementation of LOB CX strategy, as well as planning and managing CX driven projects designed to elevate and differentiate the Bank of the West customer experience. As a customer advocate, examine various customer touchpoints using an end to end journey lens and identify ways to improve and sustain consistent experiences. Identify insights from various Voice of the Customer sources, including survey verbatim, social media, and more. The ideal candidate is intellectually curious, skilled in root cause analysis, and is capable of providing actionable insights to help inform decisions to improve our customers’ experiences.   

To protect the health and safety of our employees and customers, Bank of the West may require all U.S. employees to provide proof of their vaccination status, and employees who are not fully vaccinated may be required to undergo regular testing.

ESSENTIAL JOB FUNCTIONS

Customer Experience Data & Reporting Support – Provide ongoing analysis and findings to the reporting structure defined by our overall CX Strategy.

Conduct statistical analysis including descriptive statistics, comparative analysis, and correlation.
Provide recommendations on proper survey design and research methodology across multiple channels (e.g., email, phone, digital).

Cross-Functional Stakeholder Partner - Cross-functionally advise and support key business stakeholders with ongoing ad hoc research and reporting needs.

Conduct investigations to understand the root cause of problems, which can span a wide range of unique issues across the business.
Partner with the business, identify needs, create mockups, review with the head of CX, and present to the business as needed.
Recommend and implement client feedback that influences and supports business decisions.

Customer Advocate - Responsible for being a data driven customer advocate who knows how to both understand the customer and create solutions to meet their needs.  

Collaborate with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty.

Insights Leader and Resource - Build and manage a best-in-class Insights practice that promotes the needs of customers and, by extension, support the needs of business. Build and continuously improve processes to gather customer insights in order to identify growth opportunities and optimize efficiencies.

Leverage primary and secondary research, analytics, and market insights to understand what matters to customers and share these insights with various teams across Bank of the West to create customer-obsessed experiences.
Gather, understand and leverage insights from both quantitative and qualitative data using innovative methodologies to support experience redesign.
Translate complex customer data into actionable insights and deliver to stakeholders in a prescriptive way. 

Customer Experience SME - Conduct qualitative and quantitative research to build a deep and nuanced understanding of current and future customers to inform how a LOB optimizes experiences across customers’ journey for all products. 

Analyze, design, and implement changes to points of interaction between the customer and the company to enhance customer experience with company services and products.

Storyteller - Present findings to all levels of the organization in a compelling and informative manner in order to develop strategic recommendations for consumer and small business segments.

Create dashboards within the Voices (Medallia) platform that visualize and “tell the story” to LOB stakeholders.
Requires ability to influence others outside of own job area on policies, practices and procedures.

OTHER JOB DUTIES

May reach out to customers, interact with digital users, and/or conduct informational interviews to vet ideas and prototype solutions before implementation.
Performs other duties as assigned.

Qualifications - External

EDUCATION

Bachelor's Degree business, economics, social science, mathematics, anthropology or related field

WORK EXPERIENCE

10 years of experience. Requires deep knowledge of job area typically obtained through advanced education combined with experience. Typically viewed as a specialist within discipline. May have broad knowledge of project management.
Requires 10 years minimum prior relevant experience within a customer-focused organization supporting customer experience/ customer insights.

SKILLS

Thorough understanding of data and technology advancements needed to drive strategic decision-making.
Advanced analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to clients and the business in writing and verbally.
In-depth knowledge of both qualitative and qualitative research methodology and analysis including, but not limited to: study design considerations, interviewing best practices, focus group facilitation, and data analysis.
Ability to translate research into insights, informing projects with measurable impact on business, services and customer experience.
Great data visualization skills to help bring stories to life.
Strong understanding of statistical techniques such as correlation and regression.
Strong understanding of research methodology, including survey design.
Ability to plan and conduct quantitative research studies.
Deep knowledge and/or quick uptake in working with relational databases, database structures and data analysis.
Ability to communicate effectively across the organization.
A positive disposition and ability to relate well with others.
Experience with online community creation and development.
Strong understanding of the Net promoter system (NPS).
Ability to perform univariate and multivariate analysis.