Client Experience Manager

Position Function:

Establishes, directs, and manages a customer-focused culture and mindset throughout the Bank to achieve competitive advantage and market differentiation in customer experience. Manages a customer-focused quality improvement program including the design, execution, and evaluation of initiatives and projects. Leads the Customer Experience team and assigned project teams to execute all programs and projects in align with the Bank's corporate strategy and delivering on the customers' experience.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities:

Customer Experience Quality Improvement Program

• Manage and prioritize the CX Quality Improvement initiatives and projects focused on customer touch points, designed to create a detailed blueprint and build the necessary infrastructure and performance standards to establish a differentiated level of customer experience in our market.  
• Create resource capacity bank wide required to absorb new tasks slated for future state.  
• Align performance in customer-facing channels and support areas to deliver an exceptional customer experience.  
• Serve as key point of contact for the initiative’s or project's third party consultants, steering committee, and working groups to deliver on the objectives. 
•  Serve as Project Lead for special projects as assigned with oversight of the project team to deliver the project on time, within budget and aligned with a quality customer experience.

Customer Experience Management

• Establish and direct a Customer Experience and Service Program to engage all employees in owning the customer’s experience, individually and as a team member of the Bank.  
• Manage guidelines and measurable standards of empowerment for delivering exceptional customer service and creating a differentiating customer experience.  
• Manage a customer feedback program to gather insights and improve customer experience for all customer touch points including all lines of businesses, Call Center, online and mobile banking, ATM, and website.   
• Sustain employee top of mind awareness of customer experience empowerment and accountability.  Manage Customer Experience department administration and development of direct reports.

Fiscal Management

• Develop and manage the CX department budget in alignment with corporate and program objectives. 
• Maintain the annual cost center budget within /- 10% variance.

Minimum Qualifications:

Education:

• Bachelor’s Degree preferably in Business Management, Finance and Marketing required.

Experience:

• 8 years of experience in supporting, delivering, and/or managing customer service preferably in the banking or financial services industry, and/or managing marketing programs (A bachelor’s degree can substitute for 2 years of work experience) required. 
• 5 years management experience required.

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time.  Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.