Santander Bank, NA Customer Experience Program Manager in Boston, Massachusetts

Customer Experience Program Manager - 1803677

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Description

As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits. With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals. Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.

The position directly influences the process and programs in place by the Lines of Business (LOB) and guides Senior Leaders from a Customer Experience perspective. Customer Experience (CE) Partners are expected to support LOB with the CE perspective and challenge all concepts to confirm alignment with the Customer Experience model. Take ownership and align Business and Operations process and programs with the Retail Customer Experience Strategy and create consistency across the Retail departments. Collaborating within business groups to confirm proper communications to the colleague and customer and to explain the project/program or strategy. Operate as the primary contact for any identified customer issue and follow through until customer resolution. Work with Senior leaders to present customer experience strategy, program or view of the project. Act as a project manager assisting other Customer Experience teams on their projects and provide insight form a customer and colleague perspective. Collaborate with the Director of Customer Experience Strategy by supporting Business line and peer Partners to identify gaps and assist with design of new programs. Deliver and support the execution Customer Experience Protocols as defined. Partners with business line leadership team to clearly communicate goals and expectations, strategy and measurement.Ensures continuity between corporate and local Customer Experience policies and procedures. Also partners with Corporate Service Quality Assurance team, Program & Process Design, leadership, and regional partners to identify critical Customer Experience issues with front line. Assists with project management and ad hoc team projects. Represents Customer Experience in supporting Simple, Personal, and Fair.Strategically design programs and enhance processes to support the Retail team and create consistency across Retail for our colleagues and customers, with a perspective of keeping it Simple, Personal, Fair. Responsible for validating all new Retail Customer programs and processes being introduced by the Line of Business and Operations when impacting customers. Support the Retail Customer Experience Strategy and Business Lines in the development process to give early feedback to drive the direction of the projects. Collaborating within business groups to confirm proper communications to the colleague and customer to explain the project, Program and Strategy, Represent the Retail Customer Experience team for all communications and align with the CE team to be consistent, have the same look feel and in alignment with our Simple, Personal, and Fair Strategy.

Responsibilities:

  • Advocate and escalate changes in business processes or policies that may be negatively impacting the client experience.

  • Continually looking to identify, design and develop Customer experience improvement initiatives.

  • Ensure that the Retail expectations are being executed on business level consistently.

  • Partners and collaborates with CE Director and peer CE partners to develop and socialize Customer Experience vision, measurements and accountabilities.

  • Subject matter expert on customer experience trends, developing and sharing best practices and tactics to improve service delivery of the entire franchise.

  • Support in development of programs, tactics and business line specific action plans elevating Customer Experience standards in Retail.

  • Accountable for driving behavioral change and managing results of their business line as measured via Target 100, other internal score cards and industry evaluations (e.g. J.D. Powers).

  • Responsible for ensuring that Santander Retail is delivering an exceptional consistent Customer experience in the channel they support and are appropriately educated on the Customer Experience Standards, Strategy in partnership with the Business line

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We encourage everyone to apply.

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Qualifications

  • 15+ years related experience, preferably in a customer service experience Role; 5 years of experience influencing, leading and/or coaching others who are in a management / leadership role

  • Six Sigma certified

  • Demonstrated ability to work effectively across business lines and all levels of management

  • Demonstrated experience in working with regional sales leadership, staff leadership, and partners to deliver superior customer experience results.

  • Demonstrated experience managing for improved performance across multiple geographies

  • Demonstrated knowledge of customer experience systems and best practices

  • Excellent oral and written communication skills and an ability to effectively interact with a variety of individuals internally and externally and at all levels

  • Excellent relationship skills, highly collaborative, with ability to build rapport and credibility quickly with all levels in the organization

  • Strategic thinker who is detail-oriented with a strong tactical execution skill set

  • Strong Business Analysis skills related to customer experience methodologies, processes, and systems

  • Strong influencing, management and leadership skills

  • Ability to influence and drive change with individuals who do not report to them

  • Strong overall business acumen with an ability to understand the direction and goals of the business and provide the client experience support necessary for the line's achieving those goals

Job : Customer Experience Oversight
Primary Location : Massachusetts-Boston
Schedule : Full-time
Job Posting : Jun 13, 2018, 3:23:17 PM

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO