Customer Experience Specialist I

Why Broadway Bank:

We are one of the largest independently owned banks in Texas with offerings in personal and private banking, wealth management, business banking and mortgage lending.

Our Broadway Bankers are empowered to drive innovation, grow their careers, and be their authentic selves, regardless of their background.

Purpose of the Position:

This position supports Voice of the Customer activities that monitor success in ensuring the bank delivers the best banking experience - resulting in lasting relationships. Activities focus on increasing internal customer-first thinking and understanding satisfaction drivers and pain points that influence satisfaction, retention and other experience measures through the programs administered by the Voice of the Customer department. This role requires an individual who is enthusiastic about customer experience and can surface insights through the handling and root cause analysis of customer issues, complaints, and feedback from various feedback sources to drive awareness of issues that ultimately assist in driving actions which benefit our customers and the Bank.

Key Accountabilities:

• Analyze and summarize VOC feedback by creating reports and/or presentations that supply insight into our customers' experiences. Leverage alternative information sources as needed.
• Conduct customer feedback theming at first and second level. Regularly calibrate themes with VOC team and vendors and make recommendations to add or change entries in the classification dictionary(ies) as necessary.
• Based on analysis, bring awareness to customer themes/issues that may present roadblocks to providing Best-in-Class service.
• Administer the VOC close the loop program by using online survey management tools and other platforms to effectively manage the process, drive action agent accountability, understand outcomes and report overall performance. This may include onboarding/training and communicating best practices to inexperienced users across the organization to support productive, restorative and/or informative close the loop conversations.
• Research customer issues, complaints or feedback which negatively affect the customer experience and conduct root cause analysis to provide clarity on where processes and systems are breaking down. Respond to Broadway customers, when appropriate, to retain, restore trust and build lasting relationships in a timely fashion.
• As identified through customer complaints, issues or feedback review and theming, create compelling customer experience case studies that tell the story and reinforce messages such as customer experience awareness, customer advocacy, training, continuous improvement, and innovation. Work with cross-functional parties as needed to research, develop, and execute materials.
• Identify product or process improvements, procedural challenges, and/or training gaps and recommend solutions through the appropriate official and non-official channels.
• Build relationships across groups and lines of business and serve as customer advocate during initiatives touching the customer experience. Ask critical questions that create an understanding of the intended customer experience and/or customer impact. Share knowledge, tactics and recommendations as needed.
• Complete ad hoc VOC research requests submitted by stakeholders and internal customers to better understand customer demographics, needs, preferences, and pain points.
• Facilitate CX Award employee recognition program to drive awareness into customer experiences and the behaviors our customers value the most and rate highly.
• Maintain and stay up to date with knowledge of existing and new bank platforms, core operating systems, CRM, and procedural/process changes.
• Support CX Specialist Officer and Senior members of team as needed with VOC related activities.

Competencies and Skills:

• Ability to conduct root cause analysis for customer issues and solve problems
• Strong critical thinking skills
• Ability to analyze information sets (quantitative and qualitative) and communicate actionable conclusions
• Self-starter with strong initiative and the ability to work independently with little supervision
• Strong collaboration skills with the ability to build relationships and work with teams across the organization.
• Strong organizational and time management skills with ability to multi-task on short term and long-term activities
• Excellent verbal and written communication skills
• Proficiency with creating reports and presentations in Microsoft Products
• Ability to think independently
• Ability to navigate ambiguity and demonstrate flexibility

Work Experience Requirements:

• 3 years cross functional Financial Service experience
• Strong background with bank core operating systems, bank servicing applications and relationship management software applications
• Preferred: Experience with CX management (e.g., methods, capabilities, and tools)

Education Requirements:

• High school diploma or equivalent
• 4-year college degree preferred

Other Requirements:

• This position is located at the Main Campus of Broadway Bank.
• May be required to travel and must be able to represent the company at conferences and vendor presentations.

We're a culture that offers resources to benefit your overall health and well-being:

• Employee Impact Groups
• Career Development and Mentorship Programs
• Generous paid time off, minimum 4 weeks
• Employee recognition, awards, and events
• Free vision insurance
• Retirement matching
• Tuition reimbursement

This job description is not designed to be a comprehensive listing of duties, responsibilities, or activities that are required for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Broadway Bank is proud to be an Equal Opportunity and Affirmative Action Employer. Broadway Bank is a drug-free and tobacco-free workplace, with a nicotine-free hiring policy. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic data or other legally protected status.
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