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Customer Advocacy Experience Manager - Omnichannel (Omni) in Columbus at Huntington

Date Posted: 11/26/2018

Job Snapshot

Job Description

We are transforming the way we do business by changing how we think about the different types of Customer Journeys. Omnichannel will provide a consistent experience for our customers, regardless of how they chose to do business with us (online banking, branch locations, ATM's, phone support). The goal of Omnichannel is to align our people, processes, products & services, and technology across our enterprise to deliver new modern capabilities in an Agile and Iterative way.

We are in the beginning stages of building this newly defined Omnichannel program with cross functional team members. This team will lay the foundation for what the Customer Journeys are and how we will deliver exceptional, streamlined experiences for each one. If you are a pioneer at heart who enjoys data driven decisions that takes our customers' feedback and intertwines creativity to define what the solutions should be, we want to hear more.

Customer Experience Specialist

This person will support one or more business units in an effort to continuously improve our products, services, processes, communications and overall customer experience in support of Huntington's brand values.

Job Description

  • Identify data collection gaps and assist with recommendations and efforts to implement appropriate actions and research plans
  • Review and triangulate complaint, survey, peer benchmarking and colleague data to identify trends
  • Perform root cause analysis and identify opportunities to improve customer experience
  • Facilitate feedback and discovery efforts
  • Lead efforts to prioritize, collaborate, execute and monitor action plans associated with identified opportunities
  • Partner with Legal, Risk and Compliance to manage and monitor unique legal and regulatory risks to the business (e.g., vulnerable classes, UDAAP, recent regulatory actions, regulatory whitepapers or issuances)
  • Working with the business to establish appropriate scorecards, metrics and goals as well as provide associated near real-time monitoring and escalation of potential issues
  • Serve as voice of the Customer on business initiatives and advise customer impact associated with items going through New Product Review
  • Make recommendations on matters needing review by Fair and Responsible Banking Committee
  • Create and present monthly Customer Experience reviews to supported business units based on customer data and insights to ensure alignment on priorities, awareness of insights, gaps, and emerging issues or trends as well as assist business in product and service strategy

Basic Qualifications:

  • Bachelor's Degree
  • Minimum of 5 of years in customer service experience and problem resolution

Preferred Qualifications

  • Post graduate degree
  • Experience with Six Sigma, Continuous Improvement and/or implementing customer-centric processes
  • Experience working in financial services industry with both consumers and businesses in areas such as Commercial, Wealth, Digital or Debit/Credit.
  • Excellent project management, time management and organizational skills
  • Strong interpersonal skills with ability to collaborate and motivate teams driving measurable outcomes, as well as work with all levels of management and in matrix organizations.
  • Experience delivering presentations to all levels of management and across organizational boundaries
  • Ability to analyze and interpret quantitative and qualitative data into actionable business insights
  • Proactive, positive attitude, self-starter
  • Strategic thinker on how this role/group can impact our brand and strategy in a positive way
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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