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We are Searching for a Customer Experience Manager to Join Our Team!

First National Bank Alaska is recruiting a Customer Experience Manager to join our Business Development and Customer Experience team. This position will advance and expand the Customer Experience Unit by leading bank initiatives, developing internal processes to measure and improve the customer experience, and ensuring positive end-to-end customer interactions across all channels of operations.

The ideal candidate must:

• possess strong leadership, planning and organizational skills;
• demonstrate strong verbal and written communication skills;
• be self-motivated and quality-oriented;
• work with a sense of urgency;
• excel at researching, analyzing and problem-solving and
• be experience in building and executing surveys and analyzing data.

Position responsibilities may include:

• Develop and administer customer satisfaction surveys to gather information from existing customers; organize and analyze survey results; leverage survey data to identify, recommend and deploy strategic tactics to improve the customer experience.
• Coordinate the tracking, monitoring, analysis and reporting of improvements in customer experience within each channel and business unit; develop a system for benchmarking customer advocacy and satisfaction results.
• Coordinate the collaboration with all customer-facing business units to ensure consistent delivery of high-quality end-to-end customer experience across stages, channels and touchpoints in the customer journey.
• Assist in developing of functional area's plans, goals, objectives, budgets, and procedures and may direct the work of others.

Schedule: Monday-Friday, 8:00am-5:00 pm

GENERAL PURPOSE SUMMARY

Directs and provides strategic oversight to multiple delegated initiatives and/or responsibilities of a highly complex nature; coordinates allocated resources; and identifies and manages risk by performing the following essential duties and responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Gathers and analyzes project-related information within predetermined scope and inherent risk; develops budget, schedule, and detailed implementation plan; identifies appropriate resources, training needs, and risk management strategies, and coordinates with bank's management, end users, and vendors. Provides project direction and scope.
• Assembles and directs assignment teams, assigning and coordinating individual responsibilities to ensure timely completion of related tasks, and communicates with functional area managers regarding status of an assignment, including costs and scheduling. Identifies key stakeholders. Solicits feedback to ensure project viability, challenges and resources.
• Executes and completes assignments ensuring objectives are met; meets quality standards and the production of expected deliverables. Keeps stakeholders informed of all aspects of project(s).
• Analyzes and reports on the results' effectiveness, usage and, where applicable, profitability after completion of the assignment, making recommendations for further actions where necessary.
• Acts as internal consultant to various divisions of the bank, providing technical / subject matter expert guidance and recommendations on complex projects.
• Performs workflow analysis to identify labor-intensive tasks and recommends automation and process changes to streamline workflows and to increase resource usage efficiency.
• Stays abreast of pertinent federal and state regulations and interacts with compliance staff to ensure assignment components are compliant with all applicable federal and state regulations.
• Performs other work-related duties as assigned by supervisor.

COMPLIANCE EXPECTATIONS

• Ensure business unit's operations comply with bank policy, procedures, and banking regulations (for business unit heads).
• Ensure you and your delegates have adequate and current compliance training, and ensure training is completed on time.
• Stay updated on relevant laws and regulations.
• Ensure you and your delegates comply with the bank's policies, procedures, laws and regulations.
• Maintain customer confidence and protect the bank's operations by you and your delegates identifying and protecting confidential information.

SUPERVISORY RESPONSIBILITIES

May supervise employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Trains employees; plans, assigns, and directs work; addresses complaints; resolves problems, and may be requested to make hiring, evaluating, and terminating recommendations regarding employees.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE:

Minimum: Bachelor's degree in a business related field and six years related banking experience; or eight years related banking experience; or equivalent combination of education/training and experience. Project management experience.

Preferred: Supervisory experience.

OTHER SKILLS and ABILITIES:

Advanced word processing, database, spreadsheet software experience required. Professional written communication skills and strong verbal communication skills required. Ability to lead and maintain control of meetings, ability to report to executive and senior management on project process, and ability to present project elements to bank leaders. Ability to think critically, leverage business metrics, effectively manage own and other's actions, time, and resources required; experience using project management software preferred. Ability to handle highly confidential information, frequent deadlines, and time constraints required.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING SKILLS:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision ability required by this job includes close vision, the ability to adjust focus.

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Banking

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