Director, Client Experience

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals.

As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

This role is responsible for leading client experience for the commercial bank. This role will operate as the client expert, maintaining a pulse on their needs and ensuring that every touchpoint across their journey is engaging.

The goal of the role is to incorporate the client voice into company-wide programs and processes and drive high client satisfaction and loyalty.

This role will help provide transparency to our clients through a full range of communications activities to improve the Client Experience and support all lines of business.

It’s an exciting time at the commercial bank as we are currently in the starting stages of defining the overall customer journey and persona building.

This will provide the team with guidance into potential areas of scope and guidance on what can be done to improve the overall customer experience.

The role will be critical in helping us define a roadmap for customer experience including our overall approach to customer satisfaction surveys and net promoter scores.

This role will partner up with all Lines of business to get buy-in and influence into what will come out of the customer journey as potential areas to improve and how to get aligned with all the decision makers including technology, sales, and other functions.

Responsibilities :

Client Experience (CX) & Client Communication Strategy

• The Director, Customer Experience role involves strategic oversight, cross-functional collaboration, and leadership in digital innovation and customer engagement practices.
• Leads the development of annual plans in support of business objectives and marketing goals to support the lines of business with a heavy focus on Client experience across all touchpoints, including client communications.
• Research and understand the competitor’s Client Experience & brand management strategies to ensure our positioning continues to evolve to exceed client expectations and serve as the champion of a client-centric culture in our organization.
• Create effective communications across multiple channels to increase the ability to change the client experience and drive a client mindset throughout the organization.
• Manage internal team and external vendors to ensure communications and developed and executed on schedule and in-line with budget.

Market Research & CX Measurement

• Defines CX measurements programs with the responsibility of meeting financial, marketing, regulatory, legal, operational, product, projects, and strategic objectives.
• Use client satisfaction and adoption data to develop action plans as appropriate, driving increased levels of satisfaction and continuous improvements in the delivery of the CX.
• Own client experience training efforts and partner with LOB & Learning & Development to develop and implement a robust, scalable program to improve Websters Net Promoter Scores and Client Satisfaction Scores.

Digital Channel Operations & Execution

Work in collaboration with all other business functions, to consistently deliver great end-to-end CX across stages, digital channels, and touchpoints in the client journey.

Team Leadership, Project Management & CX Thought Leadership

• Responsible for building a 2 to 5 year commercial CX roadmap.
• Represent the marketing team as a CX thought leader on enterprise-wide projects to ensure that the client is front and center in all decisions.
• Work cross functionally to journey map key client / colleague interaction points and liaise with project team leads to ensure customer-centricity in their respective projects and help them deliver in accordance with the overall CX
• Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall CX and digital operations.
• Work closely with legal and compliance teams to ensure compliance with all regulations, policies, and procedure.
• Foster a culture of innovation and continuous improvement within the team

Education, Skills & Experience :

• 10+ years of relevant professional CX or marketing experience
• Strong understanding of the financial services industry, the regulatory environment and competitor landscape.
• Experience leading cross functional initiatives which are considered game-changing and / or transformational.
• Excellent verbal, written communication and presentation skills, ability to organize information in a high level way to communicate key points to partners and internal stakeholders.
• Ability to visualize end-user experience and then work backwards to plan, strategize, and execute CX efforts
• Proven ability to prioritize and execute tasks in a fast-paced environment, with a strong bias to action.
• Ability to synthesize data, make data-driven decisions and balance quantitative measurement with an intuition-driven bias to action.
• Natural drive for innovation and creative problem solving
• Proven experience in client experience, strategy, concept design, change management, and process improvement
• Ability to identify an initiative's impact on client experience and balance with other priorities including cost and other strategic imperatives
• Ability to influence decisions and gain consensus across different digital channels and lines of business, particularly in the case of competing interests and priorities
• Adept on the tools and technologies that help businesses deliver, manage, measure, and improve customer experience and digital channel operations.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.