Manager - Customer Experience(CX)
Bread Financial Payments Inc - Westerville, OH
Apply NowJob Description
Every career journey is personal. That's why we empower you with the tools and support to create your own success story. Be challenged. Be heard. Be valued. Be you ... be here. Job Summary The Customer Experience(CX) Manager is an internal consultant expected to define current and future state journeys across all touchpoints. Creating a clear and inspiring definition and vision for the ideal customer experience requires connecting these experiences to other channels alongside our key business partners (for example Digital, IVR, Care, Collections, Account Protection/Fraud, Disputes, Marketing and Communications). This role will focus on Servicing and Engagement (for example Authentication, Payments, Transactions, Rewards, Offers) experiences. This leader will help institutionalize a product development playbook to cement our ability to deliver superior experiences consistently. They will understand and own drivers of dissatisfaction and pain points; using these insights to define seamless end to end journeys across people, process, policy, and technology while partnering with the enterprise to create a best-in-class omni channel experience. As part of the omni-channel experience this role will support front line readiness to ensure the ability to understand and serve all new digital/mobile features and functions in partnership with Operations. This person is responsible for partnering closely with Finance and EDS&A (Enterprise Data Science and Analytics) to build business cases and influence investment; as well as maintains sizing and prioritizing across Acquisition, Engagement, and Servicing helping the organization to best understand where to invest to deliver the greatest benefit for the business and achievement of in year and long-range cost, revenue, and experiential targets. The incumbent in this role is experienced and versed at process mapping current state customer experiences and corresponding customer and business impacts across behavioral, operational, financial, and experiential insights. Additionally, this role will translate current state into future state while partnering cross-functionally with CX Capabilities and Insights, Product Managers and Operations while serving as the program owner for defining future state experiences and leading sizing and prioritizing the features and functions to deliver. This leader should be skilled to execute the delivery by ensuring the consistent framework created and institutionalized is followed across all digital product development and management. Essential Job Functions: Process Mapping: Map customer experiences, corresponding performance data (behavioral, experiential, and financial) to not only understand current state experiences, but also their impact on the customer and business. Process Re-Engineering and Customer Experience Re-design: Redesign existing processes and experiences to drive customer and business value leveraging performance data and customer research within a consistent, strategic product development framework that brings together all stakeholders and insights to support 'discovering' opportunities grounding in digital, but supporting all servicing channels. Internal Management: Leads workshops cross functionally (Customer Care, Collections, Account Protection, Enterprise Data Science and Analytics, Technology, etc...) in a consultative manner, bringing together key constituents across the business as it pertains to Acquisition, Engagement and Servicing to ensure a holistic view on opportunities, which are primarily focused in Digital. Partners with Customer CARE on what to deliver and when to ensure alignment on business value (cost vs revenue) and experiential connectivity across servicing channels.
Created: 2024-09-23