Senior Customer Experience Manager

Valley National Bank; Morristown (NJ); On-site; USD 120,000 - 160,000; Full time

Job summary

Valley National Bank is seeking a senior leader to own the customer experience strategy across the branch network, Small Business Banking, and Mortgage. You will drive the annual improvement roadmap, design future journeys, and align service standards with measurable outcomes in satisfaction, loyalty, and retention.

You will lead the experience team, define end-to-end workflows, establish SLAs, and translate customer insights into prioritized fixes.

Qualifications

• Experience Strategy & Journey Design responsibilities and outcomes.
• Translate root-cause findings into prioritized redesign plans.
• Define and maintain consistent service standards across branches and units.

Responsibilities

• Own the customer experience strategy and annual improvement roadmap for the branch network, Small Business Banking, and Mortgage.
• Set journey priorities and direct journey designers and experience mappers in Digital on required analysis.
• Define and maintain service standards for consistency across branch network, Small Business Banking, and Mortgage.
• Own the Branch Experience Model and servicing principles underpinning it in daily branch practice.
• Define end-to-end servicing workflows across the three businesses with clear handoffs and escalation.
• Establish a ticketing model with defined case types, routing, and SLAs for branch servicing workflows.
• Publish decision rights for workflows including fee waivers, policy exceptions, and complaint remediation.
• Act as business liaison for voice-of-customer with survey design and closed-loop findings.

Job description

Responsibilities include but are not limited to:

• Experience Strategy & Journey Design
  
  
  
  • Own the customer experience strategy and annual improvement roadmap for the branch network, Small Business Banking, and Mortgage, with prioritized initiatives tied to satisfaction, loyalty, and retention outcomes.
  
  
  • Set the journey priorities and own the business outcome directing the journey designers and experience mappers in Digital on the analysis required, then converting their root-cause and pain-point findings into a sized, prioritized redesign agenda with named business owners.
  
  
  • Define and maintain service standards so the experience is consistent across the branch network, Small Business Banking, and Mortgage.
  
  
  • Own the Branch Experience Model and the servicing principles beneath it, so the service standards show up consistently in daily branch practice.
  
  
  
  


• Workflows, Escalation & SLAs
  
  
  
  • Define the end-to-end servicing workflows across the three businesses -- including where the branch network serves as the servicing channel for Small Business Banking -- 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 so small business service requests are tracked, aged, and measured rather than handled informally.
  
  
  • Publish the decision rights that sit behind workflows -- fee waivers, policy exceptions, and complaint remediation -- stating what the branch can decide, what requires market or regional approval, and what must be referred to Operations, Risk, or Compliance.
  
  
  
  


• Voice of Customer & Measurement
  
  
  
  • Act as the business liaison for the voice-of-customer program, including survey design, feedback channels, and the closed-loop process that returns findings to the accountable business owner.
  
  
  • Bring complaint, survey, and service data together with the Digital team's journey analysis to agree on the root causes and translate them into a list of prioritized fixes.
  
  
  • Convert customer metrics -- NPS, satisfaction, effort, complaint volume and resolution time, and retention -- into insights and recommended actions for business leaders, establishing performance trends, drivers, and interventions required.
  
  
  
  


• Delivery, Enablement & Change
  
  
  
  • Lead customer experience projects end to end -- business case, delivery plan, adoption, and post-implementation measurement of the outcome achieved.
  
  
  • Design service training, recognition, and engagement programs in partnership with Learning & Development that reinforce the standards in daily practice.
  
  
  • Serve as a trusted advisor to senior leadership on experience trends, competitive benchmarks, and where investment will move the customer metrics.
  
  
  • Ensure experience initiatives, complaint handling, and customer communications comply with regulatory requirements, bank policy, and fair and responsible banking expectations.