The posting
The Customer Experience Manager is responsible for the strategic leadership, operational performance, customer experience outcomes, workforce management, and technology administration of the Customer Experience Center (CEC). This position oversees all day-to-day functions of the department and is accountable for delivering exceptional customer service through effective leadership, operational excellence, process optimization, and technology management.
The Customer Experience Manager serves as the business owner for contact center technologies, including Genesys and related telephony platforms, ensuring systems are optimized to support service delivery, customer experience objectives, and operational efficiency. This role collaborates closely with internal business partners, Information Technology, and external vendors to enhance customer interactions, improve processes, and support the Bank's strategic initiatives.
Duties and Responsibilities:
Provide strong, dynamic leadership that fosters a culture of engagement, accountability, continuous improvement, and service excellence. Develop and execute strategies that continuously improve customer experience, employee engagement, and operational effectiveness. Mentor, develop, coach, and guide team members and frontline leaders to consistently deliver best-in-class customer experiences. Manage and oversee a team of subordinate managers and supervisors, ensuring effective leadership development and succession planning. Develop and maintain an effective organizational structure for the CEC team, including interviewing, hiring, onboarding, training, coaching, recognition, performance management, workflow design, and staffing strategies. Establish clear goals, performance expectations, and accountability measures for all team members and leaders. Handle escalated customer complaints and oversee resolution of complex customer issues Direct workforce management functions, including forecasting, scheduling, and capacity planning, to ensure a consistent and exceptional customer experience. Analyze service trends and operational metrics to optimize staffing levels, improve productivity, and meet or exceed established service performance goals. Implement and monitor daily routines, department performance standards, service objectives, and operational procedures. Communicate team goals, department initiatives, project updates, and performance results on a regular basis. Analyze customer feedback, service trends, and operational data to identify opportunities for continuous improvement. Serve as an after-hours escalation point for employee and operational issues. Function as the business owner for contact center technologies, including Genesys and related telephony platforms, ensuring systems are optimized to support service delivery, customer experience objectives, and operational efficiency. Maintains, tests, and documents the annual business resumption and continuity plan for the Customer Experience Center. Responsible for payroll reporting. Maintain a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Complete required compliance training and adhere to the Bank’s standard of conduct. Participation in the bank’s High-Performance Rewards Connections program. Make referrals to the Mortgage Center and Wealth Management. Other duties as assigned.
Position Requirements:
Bachelor’s Degree required. Ten or more years of similar experience in management, preferably in a call center and/or banking environment. Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations. Highly effective leadership and analytical skills. Must be organized, reliable, and results driven. Ability to develop and oversee results-oriented training and professional development programs for frontline team members. Ability to effectively manage many employees and projects simultaneously. Direct dealings primarily with vendors and internal/external customers, as needed. Advanced computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook. Administrative experience with contact center software and telephony applications preferred. Excellent verbal and written communication skills. Extensive reading, comprehension, and problem-solving skills. Work outside of regular business hours on a frequent basis. Ability to make difficult decisions and handle multiple tasks with daily deadlines.
