Tell a Friend

Success Stories

From my very first contact with Recruit Arrow, through the application process, interviews, and my acceptance of the position, this service was an invaluable asset. My recruiter gave me insight into the company by sharing her own experiences and views.

READ MORE

Related Category Jobs:

JOB CENTER

Your Window to a World of Opportunities

Strategic Planning Manager III
Location : California, San Francisco
Refer job # QPNY336887

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.



[Apply Now] [Email to a Colleague] This particular job is currently not active. However, since our clients regularly share with us similar and other job openings, we strongly recommend that you submit your resume. We shall review your resume and get in touch with you as soon as a suitable vacancy comes up to further discuss your interest in exploring the opportunity.Assisting you is our highest priority. Please be assured that none of your materials will be forwarded to any employer without your consent. Of course, all inquiries are kept strictly confidential.

Newsletter and Job Updates