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Marketing/Customer Experience
Ref No.: 18-13707
Location: LONG ISLAND CITY, New York


Job Description:
This role is a key position supporting the Customer Experience Pain Point Team in expanding its role to include full review and analytics of daily digital customer feedback; escalating identified issues and key customer suggestions, and working with tech and journey owner design teams to incorporate customer feedback into roadmaps & future development. Position requires full understanding, management and usage of key data analytics tools; candidate must evolve tracking and reporting for key findings, progress and key performance indicators (KPIs)
• Learn the Credit Card business including all digital applications and key customer journeys
• Act as a customer advocate; represent customer voice to influence digital design roadmaps.
• Customer Sentiments/Pain Point Capture:
o Leverage text analytics to understand customer feedback, identify future opportunities ensure Client digital products meet/exceed customer expectations.
o Assisting in creating monthly customer feedback summary
o Identifying trends from feedback and capturing pain points
o Maintaining pain point records in automated repository tool
• Establish and maintain thorough and accurate documentation of all work, across all available VOC data sources (includes real-time digital, transactional surveys, social, complaints, etc).
• Review and analyze all daily data; develop tracking and reporting mechanisms
• Distribute customer feedback insights to key journey owners to incorporate into web experiences
• Develop working relationship with multiple pain point solution owners and other stakeholders.
• Conduct root cause analysis and work with key stakeholders to disposition customer feedback, and report on progress
• Contribute to designing and developing customer experience process improvements

Qualifications:
• Minimum 5-7 years of Business, Marketing or Customer Engagement experience
• Strong data management and analytical skills
• Exceptional communication, analytical, and project management skills
• Operations – background in developing and implementing operational and process improvements in customer facing teams
• Organized – ability to work with multiple team members at once and keep resolution of pain points on track
• Analytical – ability to use insights from customer research and data to drive decisions around design and improvements
• Strong data management and analytical skills
• Strong communication skills – written and verbal
• Proactive and responsive – self-starter who can work collaboratively to achieve results
• Relationship management, interpersonal, and organizational skills a plus
• Background in using Excel-based VBA to design, analyze, and deploy programs for finance industry desired
• Experience with Agile development process and/or digital product management desired.