Senior Customer Experience Architect (Banking Journeys)

Valley Bank; Morristown (NJ); On-site; USD 98,000 - 172,000; Full time

Job summary

Valley Bank in Morristown, NJ, seeks a senior specialist to own the customer experience strategy and annual improvement roadmap across the branch network, Small Business Banking, and Mortgage. You will shape journeys, set service standards, and lead cross-functional teams to improve satisfaction and loyalty.

The role requires fluency in journey mapping, strong stakeholder engagement, and the ability to translate customer insights into prioritized improvements, while ensuring regulatory

Qualifications

• Bachelor's degree in business, marketing, communications, finance, or related field, or equivalent experience.
• Minimum of 5 years in banking, customer experience, retail operations, or service management, with ownership of a measurable experience outcome.
• Working fluency in journey mapping and service design, with track record of directing design partners and turning analysis into delivered improvements.
• Ability to analyze customer feedback and performance data and translate into decisions leaders act on.
• Strong communication, stakeholder management, and change leadership skills, with the ability to influence senior leaders without direct authority.
• Retail banking background and command of customer feedback platforms, CRM, and analytics tools.

Responsibilities

• Own the customer experience strategy and annual improvement roadmap for the branch network, Small Business Banking, and Mortgage.
• Define end-to-end servicing workflows across three businesses with clear handoffs, escalation paths, and decision rights at each step.
• Establish a ticketing model for branch servicing workflow with defined case types, routing, and ownership, with an SLA set for each case type.
• Publish the decision rights that sit behind workflows—fee waivers, policy exceptions, and complaint remediation.
• Voice of Customer & Measurement: act as the business liaison for VOC program, survey channels, and closed-loop findings.
• Delivery, Enablement & Change: lead customer experience projects end to end, design service training, and advise senior leadership.

Skills

Retail banking knowledge

Small Business Banking knowledge

Mortgage banking knowledge

Sales effectiveness

Regulatory and risk knowledge

Change leadership

Stakeholder influence

Translating strategy to processes

Education

Bachelor's degree or equivalent

Tools

CRM systems

Analytics tools

Feedback platforms

Job description

Valley Bank in Morristown, NJ, seeks a senior specialist to own the customer experience strategy and annual improvement roadmap across the branch network, Small Business Banking, and Mortgage. You will shape journeys, set service standards, and lead cross-functional teams to improve satisfaction and loyalty.

The role requires fluency in journey mapping, strong stakeholder engagement, and the ability to translate customer insights into prioritized improvements, while ensuring regulatory