Number of Applicants
:000+
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POSITION SUMMARY
Our Voice of the Customer (VOC) program is aimed at doing just that: capturing the experiences, expectations, suggestions, preferences, and aversions of customers. We gather and seek to understand customers' interactions with and impressions of our company. We strive to transform this information into actionable insights and deliver experience improvements to our customers and employees. Our goal is to cultivate a customer-centric organization by being our customers' greatest advocates.
This role will report to the Director of Customer Experience and will build a mature voice of the customer program, consume and synthesize operational and experience data, and will provide actionable insights for our CX design team to bring to life. (e.g. NPS, Customer Satisfaction, Customer Effort, Team Member Effort).
MAJOR JOB RESPONSIBILITIES
Customer Advocacy – Be the voice of our customers to highlight improvement opportunities. Share significant findings from customer feedback in key decision-making forums to prioritize CX improvements on roadmap. Suggest and collaborate with CX design team for process improvements uncovered through VOC feedback.
SUPERVISORY RESPONSIBILITIES
N/A
SKILLS AND TRAINING
EDUCATION
Bachelor’s degree preferred, but not required with equivalent work experience
WORK EXPERIENCE
Minimum 5 years’ experience commensurate with job function in both customer experience and compliance and complaint management
LICENSES AND/OR CERTIFICATES:
N/A
TRAVEL :
Some travel may be required to our Provident, PPP and Beacon offices as needed.
WORKING CONDITIONS
Work is performed in a normal office environment. Noise levels are usually moderate.
HAZARDS
The hazards are mainly those present in a normal office setting.
This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.
Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
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