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Customer Advocacy Experience Leader in Columbus at Huntington

Date Posted: 5/19/2018

Job Snapshot

Job Description

Job Description:

This person will lead a team of Customer Advocacy Experience Managers who support business units in an effort to continuously improve our products, services, processes, communications and overall customer experience in support of Huntington's brand values and corporate goals. This person will:

  • Develop and manage a team of Customer Advocacy Experience Managers.
  • Educate others on, and evangelize, the Customer Advocacy strategy, services, approach and their benefits to business teams.
  • Foster collaboration between cross-functional teams to ensure that gaps in understanding our customers are identified and filled, and that relevant insights from numerous channels (business stakeholders, colleague feedback, industry best practices, etc.) and numerous data points (operational data, surveys, complaints, competitors, social media, etc.) are incorporated into customer experience plans.
  • Lead efforts to ensure that relevant customer insights are incorporated into customer experience plans, goals and initiatives and are available in the business action planning process.
  • Work in conjunction with the Customer Experience Research & Insights team to synthesize multiple data points (surveys, complaints, social media, etc.) to develop conclusions and actionable recommendations.
  • Perform root cause analysis and partner with various business units to identify solutions. The Leader will also oversee reporting to management related to those efforts.
  • Introduce and drive new thinking and disciplined approaches relative to opportunities to improve the customer experience, by leveraging customer insights, business stakeholder needs, and industry best practices.
  • Manage the deployment of processes and tools used to understand the customer experience, prioritize opportunities that will have the greatest impact on the customer experience, develop action plans and track progress of action plans and outcomes.
  • Conduct annual, quarterly and monthly Customer Experience reviews at an Enterprise and individual business unit level related to advocacy initiatives. These reviews set strategic direction, identify customer pain points and prioritize opportunities to improve customer experience.
  • Lead, manage, and oversee monthly complaint management discussions to identify trends, opportunities to improve the experience, assign ownership and track actions taken.

Basic Qualifications:

  • Bachelor's Degree
  • 7+ years of experience in customer experience management or related field, preferably working in financial services industry and working with both consumers and businesses

Preferred Qualifications:

  • Strong organizational, analytical, technical and project planning and management skills
  • Demonstrated ability to drive results
  • Excellent communication skills; written, oral and presentation
  • Ability to build relationships, collaborate and work well in teams. Experience working effectively within a matrix, mission oriented and diverse business environment
  • Ability to lead change across people, processes and technology. Ability to collaborate with internal cross-departmental teams to drive solutions and manage executive level relationships
  • Bachelor's degree with post graduate degree preferred
  • Continuous Improvement or Six Sigma certification or similar experience a plus
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.
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