Customer Experience Transformation Lead

Bank N.A.; Toronto; On-site; CAD 90,000 - 150,000; Full time

Job summary

Bank N.A. in Toronto seeks a Manager, Customer Experience & Transformation. You will analyze complaints, surveys and NPS to identify root causes of customer friction and opportunities for improvement, translating insights into prioritized actions.

You will design, test and implement processes across fulfillment, operations, servicing and sales, measure impact, and report progress. The role partners with stakeholders to drive customer-centered change and lift NPS and competitive performance.

Responsibilities

• Analyzes customer complaints, survey results (NPS, Bain), incidents and call drivers to identify root causes of customer pain points and detractor themes.
• Recommends and implements solutions that improve NPS and Bain ranking, based on analysis of customer impact, volume and business implications.
• Identifies emerging issues and trends early to inform decision-making and shift the business from reactive to proactive.
• Integrates information from multiple sources into a single view of the customer experience.
• Designs and produces regular and ad-hoc reports and dashboards. Monitors performance against customer experience targets and addresses issues quickly.
• Establishes success measures and evaluates post-implementation results to determine whether changes delivered the intended customer and business outcomes.
• Acts as a trusted advisor to business partners and leaders on customer experience opportunities, priorities and transformation initiatives.
• Uses customer insights and data to influence decision-making and recommend priorities.
• Develops clear, concise recommendations and materials for senior leadership, translating complex issues into actionable business decisions.
• Conducts independent analysis and assessment to resolve strategic issues and develops data-driven recommendations.
• Builds alignment across stakeholders with competing priorities and drives decisions toward a common outcome.
• Supports the development and execution of strategic initiatives with internal and external stakeholders.
• Builds change management plans of varying scope and type. Leads or participates in readiness assessments, planning, stakeholder management, execution, evaluation and sustainment.
• Defines the change and communication plan to positively influence behaviour. Develops tailored messaging and identifies the right distribution channels.
• Builds effective relationships and ensures alignment across internal and external stakeholders.
• Develops an understanding of organizational interactions and complexity to engage the right stakeholders.
• Documents processes to vet, communication and implement them with stakeholders. Keeps documentation current.
• Ensures processes meet established standards and uses templates and tools to track compliance and operational effectiveness.
• Supports process management using established methodologies and tools/systems/technology.
• Assists with training and the transition of processes and tools/templates to process owners.
• Provides input into the planning and implementation of operational programs.

Job description

Bank N.A. in Toronto seeks a Manager, Customer Experience & Transformation. You will analyze complaints, surveys and NPS to identify root causes of customer friction and opportunities for improvement, translating insights into prioritized actions.

You will design, test and implement processes across fulfillment, operations, servicing and sales, measure impact, and report progress. The role partners with stakeholders to drive customer-centered change and lift NPS and competitive performance.