Job description

Description

The City National Bank Client Experience team is looking for client-focused individuals to join our team as a Client Experience Specialist. This role will help drive our mission to ensure we provide the optimal experience to our clients, end-to-end, and across all verticals and channels by analyzing data, managing critical voice-of-the-client listening posts and reporting on client experience across the bank.

Why come to City National Bank? Our team is undergoing an enormous digital transformation through building and commercializing innovative experiences for our clients. We’re focused on leveraging best-in-class technology to accelerate our industry-leading growth rate and want people who are excited to be a part of the journey. If you think you have the profile to help us we’d love to hear from you.

What You'll Do

• Enhance and manage the VoC ecosystem: Identify improvement areas, determine priority, gain alignment on recommended actions, design and deploy innovative solutions and systems.

• Lead the design and deployment of efforts to collect quantitative and qualitative data using different data collection modes to understand client experience
• Analyze data on client experience performance to identify opportunities to revise current practices, optimize client experiences and improve performance
• Drive discovery/test & learn activities to quickly validate assumptions and influence innovative change
• Maintain strong business partnerships to influence programs and collaboratively drive improvements
• Serve as a VoC Subject Matter Expert: Provide thought leadership and strategic consulting to stakeholders across the enterprise

• Conduct external research into emerging best practices, technologies and techniques to best capture client sentiment and behavior and incorporate into VoC ecosystem
• Lead market benchmark analysis
• Inform stakeholders on design principles, best practices, and strategies to influence outcomes that will impact the client
• Contribute with cultural change to help CNB to increase client-centricity

• Promote and participate in Line of Business Team Meeting sessions to ensure client feedback review
• Contribute to expand the Net Promoter System and the client-centric mentality to support areas of the organization
• Report trends, insights, and opportunities for improvement and recommend projects to positively impact client experience
• Support Client Experience Initiatives

• Perform ad hoc analysis as needed to ensure the success of client experience projects
• Work collaboratively across Bank departments to understand their business needs and how they contribute to the client’s experience
• Participate as a Client Experience subject matter expert on projects
• Manage vendor relationships: Oversee the relationship with vendors that support VoC programs

• Be the conduit between the vendor and business partners; lead discussions with vendors
• Troubleshoot issues
• Be the venue for escalation of issues between business partners and vendors

Job Type: Full-time

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Miami, FL 33133: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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