Strategic Planning Manager III job in San Francisco, CA| Recruit Arrow
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Title
Strategic Planning Manager III
Location : California, San Francisco
Refer job # GLYF336887
 
This leader will serve as the Customer Experience Planning Leader for Community Banking responsible for developing, socializing, monitoring and supporting execution of our customer experience strategy for the Community Bank with a goal of providing an exceptional experience to our customers and a goal of continuously improving the customer experience and customer loyalty. Responsibilities include, but are not limited to: Create organization-wide awareness around Customer Experience. Serve as catalyst for providing needed attention across the country. Study external companies known for delivering an exceptional customer experience and leverage external new ideas in Community Banking; attend customer experience conferences for same purpose In partnership with Community Bank Strategy Team, conduct competitive analysis on other financial institutions customer experience Develop and execute on customer retention strategies Lead or participate in initiatives aimed at improving the customer experience. Serve as ongoing owner of customer focused processes, with a goal of providing an exceptional customer experience. Includes creating processes (leveraging field feedback), documenting processes, being lead voice for needed tools, and improving processes/tools over time. Processes owned include, but are not limited to: o Banker customer experience o Teller customer experience o Service protocol o Book of Business approach o Financial health consultation approach Lead strategy and execution around customer surveys (transactional, relationship, ATM survey, and others). Administer customer surveys in partnership with external survey vendor. Lead Voice of the Customer program in which survey feedback is compiled, analyzed, shared with the team, used to determine improvements (includes analyzing customer complaint data) Share information, insights and trends across the organization.. Partner with Marketing on acquisition strategies and ensure excellent execution on branch portion of acquisition activities. Solicit regular field feedback around opportunities for continued improvement to customer experience. Work across key partners to represent Community Banking customers and to ensure effective partnerships on delivering desired client experience. Identify any internal processes that produce a less than favorable customer experience and determine opportunities for improvement. Serve as escalation point and consultant around customer experience issues and work with key partners and/or Community Banking executive leaders to resolve Ensure that service level agreements are in place with key partners that support Community Banking customers and are reviewed on a periodic basis. Advocate for customers to ensure their needs and preferences are considered in decisions, processes and policies both in Community Banking and in other areas of the company. The Candidate The successful candidate will have success in building and leading a high performing, industry-leading customer focused teams in the financial services industry. This executive will have experience leading a best in class organization leveraging highly disciplined business, financial, operations, credit and risk management processes. Required Qualifications: 10+ years of strategic planning experience 5+ years of management experience.
 
Contact the Following Recruit Arrow Office:
Los Angeles
202 S Lake Ave, Unit 250
Pasadena, California 91101
Email: jobs@recruitarrow.com
 
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