Customer Experience Director

Provident Bank; Woodbridge Township (NJ); Hybrid; USD 90,000 - 150,000; Full time

Job summary

Join a forward-thinking financial institution that has been a cornerstone of the community for over 180 years. This role is perfect for someone passionate about enhancing customer experiences and driving strategic initiatives. You will lead the Customer Experience department, utilizing your expertise in data analysis and CX tools to create actionable insights. Collaborate with cross-functional teams to explore new techniques and improve customer satisfaction. If you are a strategic thinker with a proven track record in customer experience, this is an exciting opportunity to make a significant impact.

Benefits

Flexible Work Hours

Health Insurance

Retirement Plan

Employee Volunteer Programs

Professional Development Opportunities

Qualifications

• 10+ years in Customer Experience with hands-on experience in consumer and commercial markets.
• Experience with CX tools and understanding of end-to-end customer journeys.

Responsibilities

• Oversee day-to-day activities of the CX department and drive a customer-centric culture.
• Manage relationships with journey analytics partners and define scope aligned with goals.

Skills

Customer Experience Management

Data Analysis

CX Tools

Communication Skills

Strategic Thinking

Education

BA/BS degree or relevant experience

Tools

CX Listening Software

Job description

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How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community? Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania, and New York. Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do. At Provident Bank, we are committed to enhancing our customer and employees’ experience.

Position Overview

The person in this role will have a passion for creating, coaching, and driving excellent customer experiences, with proficiency in collecting, analyzing, and synthesizing information to produce actionable outcomes for a best-in-class customer experience. The incumbent will oversee the day-to-day activities of the CX department, possess a proven track record as a recognized customer experience leader, and will drive thought leadership and a customer-centric culture.

Key Responsibilities

• Explore new tools and techniques in the industry to help cross-functional teams understand customer behavior across journeys.
• Manage relationships with journey analytics partners and define scope and strategy aligned with organizational goals.
• Develop use cases to showcase journey analytics capabilities to current and potential partners.
• Share learnings and capabilities with the broader analytics community and advocate for the use of journey analytics data and tools in customer engagement and growth strategies.
• Develop programs, processes, and tools to increase engagement between customers and solutions.
• Maintain current knowledge of major customer business processes at Provident, including evolving plans, and participate in customer process journey mapping and CX initiatives.
• Identify and analyze gaps in customer satisfaction, communicating results and opportunities for improvement.
• Develop and deliver opportunities for advisory solutions to address customer problems and identify commercialization opportunities.
• Evaluate opportunities to add critical customer behavior data to journey views to better understand needs and pain points.
• Track and maintain improvements made for customers as outcomes of these processes.
• Serve as a representative for CX leadership in meetings and committees.
• Stay updated on latest CX trends and implement opportunities within the organization.
• Design customer-facing and employee-facing materials to ensure brand consistency.
• Support partner teams with process flows and brand-aligned scripting.
• Review documents, letters, and website content for customer-centric messaging.
• Act as a change agent and thought leader by sharing CX best practices.
• Partner with customers to gather insights via VOC feedback.
• Build relationships internally and externally to stay current on issues impacting sales or growth.

Minimum Qualifications

• 10+ years in Customer Experience, with hands-on experience in consumer and commercial markets.
• Experience with insurance and wealth management is a bonus.
• Strategic thinker with strong command of CX processes, data, and analytics.
• Understanding of end-to-end customer journeys and CX tools.
• Experience with CX listening software.
• Self-motivated, adaptable, and able to multi-task.
• Familiarity with banking regulations.
• Excellent communication skills and ability to collaborate across teams.

Education

• BA/BS degree or relevant experience.

Working Conditions

Work is performed in a normal office environment with moderate noise levels. Travel to customer and property locations is involved.

• Prolonged sitting, lifting 5-10 lbs., occasional bending or overhead lifting.
• Hazards are typical of an office setting.

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned. Duties may be modified by management as needed.

Provident Bank values diversity and is an equal opportunity employer. All qualified applicants will receive consideration without regard to age, race, gender, etc.

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About Provident Bank

For over 180 years, Provident Bank has served communities with personal and business banking services.

Volunteering is a Way of Life

Our brand promise - “Commitment you can count on” - reflects our community investments and employee volunteerism, supporting numerous organizations and causes each year.