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VP, Customer Insights - (REMOTE)

Bank of the West
Idaho City, Idaho
Closing date
Jan 27, 2022

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Position Type
Executive / President
Full Time
Organization Type
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VP, Customer Insights - (REMOTE)
At Bank of the West, our people are having a positive impact on the world. We're investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people's lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we're a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.
Job Description Summary
You will lead or be part of a team involved with developing the strategy, planning and initiating customer experience projects designed to elevate and differentiate the Bank of the West customer experience. We are a lean team, so your work will range from big thinking to digging into the details. You'll always be advocating for the customer, examining our customer's journeys, touchpoints so we can improve, sustain and standardize experiences. You will use customer insights to help inform decisions to improve our customer's experiences. You are able to gather, understand and leverage insights from both quantitative and qualitative data. We want our customer experience to be a North Star for others including our prospective customers and the CX community.
The ideal candidate is intellectually curious, skilled in problem definition and providing actionable insights to help inform decisions to improve our customers' experiences. Demonstrates passion for bringing the humanity of the research to life to inspire product, service and design and all functions to better serve our customers. This unique role requires a special balance of skillsets which are essential to elevate future experiences.
Essential Job Functions
- Analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products.
- Identifies and communicates areas of improvements in client experience to enhance products and services.
- Serves as customer advocate and recommends and implements client feedback that influences and supports business decisions.
- Designs and implements systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement.
- Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty.
- May reach out to customers, interact with website users, and/or conduct focus group meetings to vet ideas and prototype solutions before implementation.
Other Job Duties
- Performs other duties as assigned.
Required Experience
- Strong background in customer service with particular expertise in managing phone interactions with professionalism and courtesy. A foundational understanding of retail banking operations, products and Bank of the West organizational structure. Technical aptitude in performing routine system entry, scanning and uploading documents. Experience drafting clear and comprehensive communications.
- 7 or more years of experience in both qualitative and quantitative research
- Bachelor's Degree (Anthropology, Marketing, Mathematics, Human Design or related field) and minimum 7 years of prior relevant experience.
Work Experience
- P4 - 7 yrs Requires deep knowledge of job area typically obtained through advanced education combined with experience. Typically viewed as a specialist within discipline. May have broad knowledge of project management.
Customer Experience - Retail Channel
- Build and manage a best-in-class Insights practice that promotes the needs of our customer and, by extension, supports the needs of our business
- Conduct qualitative and quantitative research to build a deep and nuanced understanding of our current and future customers to inform how we optimize experiences across our customer's journey for all products
- Design, manage, and implement research projects from start to finish utilizing qualitative, quantitative, and innovative methodologies to support experience redesign
- Translate research into actionable insights and develop strategic recommendations for consumer and small business segments
- Collaborate with other business leaders to drive decisions based on data, facts and analytical findings
- Present findings to all levels of the organization in a compelling and informative manner.
- Build and continuously improve processes to gather customer insights in order to identify growth opportunities and optimize efficiencies.
- 7 or more years of experience in both qualitative and quantitative research
- Hands-on qualitative research experience of study design, interviewing, and moderation using a range of techniques (e.g. various interview methods, focus groups, online communities, diary studies, NPS and CSAT)
- Mathematical knowledge and understanding of machine learning techniques such as regression, time series analysis and clustering
- Experience planning and conducting quantitative research studies
- Experience translating research into insights, informing projects with measurable impact on business, services and customer experience.
- Strong project management skills
- Ability to carefully listen; unexpected observations and interpretations are often the most astute
- Skilled at effectively challenging ideas, strategies and assumptions
- Excellent strategic skills in storytelling, writing or reviewing studies and reports, converting research findings into actionable and value-driving insights
- Great data visualization skills to help bring stories to life.
- Proven ability to contribute to methodology improvements. Driven by an urge to try new things and identify ways to increase efficiency.
Equal Employment Opportunity Policy
Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.
Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.
Job: Consumer
Location: United States-Arizona-General AZ
Other Locations: United States-Illinois-General IL, United States-Michigan-General MI, United States-Idaho-General ID, United States-Colorado-General CO, United States-Connecticut-General CT, United States-Washington-General WA, United States-Delaware-General DE, United States-Texas-General TX, United States-Oregon-General OR, United States-California-General CA, United States-Nebraska-General NE
Requisition ID: 058541
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