About Us
Are you someone who seeks opportunity and has a true desire to grow your career with an organization that has enriched the lives of clients and communities in the Washington, D.C. region for almost 150 years? If so, Sandy Spring Bank may be the perfect fit for you!
Sandy Spring Bank is a growing financial services company focused on creating remarkable experiences for our employees, clients, shareholders and communities. We are proud to be recognized for the12th consecutive year by Forbes magazine as one of the top 50 “Most Trustworthy” corporations in America. Sandy Spring Bank is a two time winner of the CX Innovation Award. Our values run deep in integrity, relationship building and community outreach.
To help us attract the highest quality individuals, we offer a comprehensive benefits package to those who qualify. We offer competitive market salaries, paid time off, multiple retirement savings options, full health care options, life insurance, health care and dependent care flexible spending accounts, career development opportunities, tuition assistance and volunteer opportunities. We are proud to offer those, and so much more, making Sandy Spring Bank a desirable place to work and build a career.
About The Job
Sandy Spring Bank is currently recruiting a Voice of the Customer Program Manager in our Client Experience Department. If you are the chosen candidate, you will manage and mature the overall Voice of the Customer capability and related processes; you will listen to the needs of key stakeholders and analyze and initiate action on client feedback through various qualitative and quantitative methods; you will leverage client feedback to support Sandy Spring Bank business priorities and improve client outcomes. This position will manage and mature the overall VoC capability and related process, by listening to the needs of key stake holders and then collecting, analyzing and taking action on client feedback through various qualitative and quantitative methods.
Areas of Focus:
Support SVP, Director of Client Experience, roadmap and coordinate related activities including employee and client engagement projects.
Successfully interact with all levels of the organization, including senior leadership.
Identify ways to improve client intelligence for all business lines and across client journeys.
Serve as the primary Voice of the Client subject matter expert.
Design project plans and orchestrate cross-functional activities to meet expectations.
Lead teams in CX/EX related activities to train, educate and engage employees in our work.
Maintain Voice of the Client and Case Management systems.
Create and present business cases and recommendations.
Manage Voice of the Client vendor relationship and act as primary administration of the Voice of the Client platform technology.
Required Skills:
Bachelor’s degree preferred as well as a minimum of 4 years’ experience in the banking industry preferred.
3 years Voice of the Client system experience preferred
Strong analytical skills.
3 years driving cross-functional initiatives
Voice of the Customer (VoC) certification a plus.
Proficient in Salesforce.com or other CRM system and Microsoft Office Suite
Excellent listening, verbal and written communication skills.
Experience coordinating various groups to manage projects to completion successfully.
Strong understanding of process improvement methodologies and ability to apply and adapt them to different business situations
Sandy Spring Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, disability, gender identity, veteran status, or any other characteristic protected by law. We maintain a drug-free workplace.
If you require a reasonable accommodation to apply for a position, please call our job line at 1-800-399-5919 and select option 5. Requests are considered on a case-by-case basis.
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