The Client Experience Insights Manager is charged with helping to drive City National Bank's client-centric growth and competitiveness through deep client data insights and analytics. S/he will create and execute a plan to develop key capabilities and processes, and manage a data-driven understanding of the client experience across journeys and touchpoints, providing both continuous and ad-hoc client insights services in support of enterprise and business segment client experience strategy and initiatives. This includes but is not limited to client experience measurement, Voice of Client, enterprise feedback management, journey analytics and client interaction and financial analytics from multiple data sources, leveraging a portfolio of technology solutions. The Client Experience Insights Manager will work closely with the Head of Client Experience, as well as key senior and mid-level client experience analytics, technology and data, marketing and strategy roles across the organization. S/he will build a dedicated team and work with a larger cross-functional community, as well as external vendors to develop and connect data sources and applications across the organization to realize client insights objectives and deliverables in an efficient and timely manner.
The ideal candidate will possess depth and breadth of practical expertise in client insights, customer data analytics, research methods and best practices, technology solutions for client insights, enterprise feedback management, client experience metrics such as NPS, CSAT and customer effort score, and other client experience management processes. S/he will have experience working in and with client experience roles. S/he must have strong written and verbal communications skills, and should be able to identify and clearly communicate data insights and what they mean in practical terms for the business to a variety of audiences.
Qualifications:
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