VP, CUSTOMER EXPERIENCE

STAR Financial Bank is an Indiana-based community bank known for its culture of delivering quality service, personalized banking solutions, and innovative use of technology for more than 80 years. We are proud to be a community bank in every aspect of the word. Beyond monetary giving and employee volunteerism, STAR is dedicated to partnering with the people and organizations that improve our communities. At every one of our locations, employees demonstrate their commitment to STAR and our customers by honoring our core values of Honesty & Integrity, Accountability, Respect for All, Do What’s Right, Commitment to Lifelong Learning, Community Leadership, Being Progressive, Celebrating Success and Remaining Independent.

STAR Financial Bank proudly celebrates diversity and remains conscious of the realization that diversity is not solely represented by physical characteristics. STAR is an equal opportunity employer (EEO) with a commitment to inclusivity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, pregnancy, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state, and local laws. STAR complies with applicable STAR and local laws governing non-discrimination in employment in every location in which we have facilities.

The VP, Customer Experience position is included in a workplace model that does not allow for remote work.

As a VP, Customer Experience, the essential job duties include; 

• Proactively meet and consult leadership across all departments to strategize, plan and implement initiatives.
• Map and evaluate the entire customer journey to identify pain points and opportunities for improvement.
• Develop strategies to enhance the customer experience at each touchpoint.
• Work closely with front line and other departments such as product development, IT, and customer service to ensure a cohesive customer experience.
• Collect and analyze customer feedback through surveys, focus groups, and other channels.
• Manage, support and maintain customer feedback mechanisms (e.g. Liftify and other future customer satisfaction tools)
• Use insights from feedback to support improvements in products, services, and processes.
• Coordinate with marketing teams to align customer experience initiatives with marketing campaigns.
• Support the development and deployment of new products across lines of business.
• Establish key performance indicators to measure the effectiveness of customer experience initiatives; regularly report on performance metrics and provide recommendations for improvement.
• Develop and implement communication strategies to keep customers informed and engaged, ensuring all customer-facing communications are clear, consistent and aligned with the Bank’s brand.
• Train and support staff on best practices for customer interaction and service delivery.
• Research behaviors and trends to understand customer needs and preferences.
• Support STAR’s customer onboarding process to ensure consistency, quality and accuracy (of offer/campaign).
• Lead and/or or support projects to specifically address gaps in products or customer experience.
• Other duties as assigned by the Marketing, Events and Communications team.

Skills Needed 

• Advanced skills in Microsoft Excel; intermediate skills in Microsoft Word, Outlook.
• Key skills include strategic thinking, leadership, customer relationship management (CRM), data analysis, and a deep understanding of customer experience trends and technologies.
• Relevant experience in leading change/change management.
• Exceptional skills in building strong business relationships and proactively communicating at all levels of the organization.
• Ability to work well on cross-functional project teams
• Excellent oral and written communication skills.

In addition to traditional compensation and benefits packages, our leaders continue to collaborate to launch innovative employee benefits and perks including, Affordable Medical/ Vision/ Dental Coverage • Flexible Dependent Care Account • Health Savings Account (with employer contributions) • Prescription Drug Plan • Employee Wellness Initiatives (physical/mental/financial) • Health Management Reimbursement  Program • Short Term/Long Term Disability • Life Insurance • Tuition Reimbursement • Competitive Pay and Bonus Program • 401k (with employer match) • Generous Paid Time off including 10 1/2 holidays.  

** Eligibility of benefits are determined by employment status classification and may be discussed during the interview process.