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Director of Customer Experience

Company: Wisconsin Bank & Trust
Location: Dubuque
Posted on: April 3, 2021

Job Description:

Employment at Heartland Financial USA, Inc. is employment at will Wisconsin Bank & Trust is a growing dynamic organization with many locations offering uniquely different banking and financial solutions for businesses and personal clients. As a performance driven company, we strive to create a culture of excellence with high standards, and high values while providing outstanding growth and involvement opportunities for employees. Join a team that makes "Great Things Happen!"---The Director Customer Experience oversees the strategy, planning and execution of the company's overall customer experience goals and initiatives. This position collaborates with other business lines and executive management to ensure that member bank customers are being provided a seamless customer experience across all channels along their journey. The Director Customer Experience plays a critical role in how member bank customers perceive our company and directly impacts our Net Promoter Score (NPS), customer retention and continued growth of our customer base.
Primary Responsibilities

  • Collaborates with various business lines including card services, commercial, compliance, credit administration, deposit operations, legal, loan administration, payment solutions, consumer, small business, treasury management and wealth management to ensure customer-centricity within their teams and assist in the delivery of customer journeys in accordance with the company's broader customer experience strategy.
  • Continuously measures and tracks key performance indicators (KPI) on identified transformation opportunities for customer experience along with driving continuous process improvement opportunities across customer experience journey.
  • Builds and enforces an analytics strategy for exceptional service delivery. Utilizes existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/channels.
  • Creates and maintains a stream of communication with other business lines to solicit feedback to derive meaningful insights for improvements. Guides business lines to ensure a customer-focused attitude while acquiring new customers and maintaining current customer relationships.
  • Advocates for uniformity across business lines to implement changes that would be required for the overall improvement of the customer experience.
  • Builds and manages a cross functional team in a matrixed environment to deliver exceptional customer experiences.
  • Completes annual E-Learning Plan and Bank Secrecy Act (BSA) training as assigned and keeps up-to-date knowledge of BSA as it relates to the job function.
    Secondary Responsibilities
    • Performs other duties as assigned.Management Responsibilities
      • This job has no management responsibilities.
        • Bachelors Advertising, Business Administration/Management, Marketing or
        • related major required
        • Advanced degree preferred
        • 10+ years experience managing customer experience measurements and delivering processes to improve customer experiences required
        • 7-10 years managing a cross-functional team in a highly matrixed environment required
        • Significant expertise in contemporary customer experience measurement technologies
        • Expertise in report creation and analysis
        • Proven ability to develop structured and efficient processes and strategies across multiple teams and workflows
        • Knowledge of modern marketing processes and technology
        • Ability to manage multiple projects and marketing functions simultaneously to hit deadlines and deliver quality work using project management skills
        • Financial services experience preferred
        • Highly developed presentation skills and ability to tell "data stories"
        • Ability to prioritize workload in a fast - paced environmentScheduled Weekly Hours:40Time Type:Full time Posted 4 Days Ago Full time 21-0315 About Us When you join the Wisconsin Bank & Trust team, you'll be part of an organization that has been serving Wisconsin communities since 1911. We've got BIG ideas and are looking for the right people to join us to make these ideas into a reality. We provide a safe, positive and professional work environment with a leadership team that is dedicated to foster your career as far as you want to take it with yearly performance goals, strategic individual development plans and professional development opportunities. In addition to growing your career, we offer our employee's a competitive benefits package that includes a full health plan, a robust retirement savings plan, tuition reimbursement, a student debt assistance program and much more! At Wisconsin Bank & Trust we are actively engaged with the communities that we serve. Over the past year, our employees volunteered over 700 hours to 38 different local organizations and we contributed more than $221,000 in sponsorships and donations. As part of giving back to the community, each employee is provided a paid day to volunteer at an organization of their choice. Our employees are what drives our bank's success and longevity. We strive to recruit and retain the best team possible and to live out our mission statement every day of enriching lives one customer, employee and community at a time. Member FDIC --- Equal Housing Lender Employment at Heartland Financial USA, Inc. is employment at will

Keywords: Wisconsin Bank & Trust, Dubuque , Director of Customer Experience, Executive , Dubuque, Iowa

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