Director of Customer Experience – Commercial Banking

Description

As the Director of Customer Experience, you are responsible for creating and maintaining a clear articulation of client expectations and leading programs that effectively monitor and drive change that will continually push Citizen’s customer experience to be best in class. This role is expected to be an influential thought leader that can help partner lines of business understand the ever-changing banking landscape and represent the voice of the client in their plans to evolve.

Primary responsibilities include
+ Establish and maintain a consistent structured approach to constantly evaluate and enhance the Commercial Banking customer experience.
+ Embed customer centric thinking throughout the Commercial Banking organization behaviors, routines and communications by being a thought leader on behalf of the client.
+ Drive consistent customer journey evaluations and evolutions that link to a clear delivery roadmap.
+ Lead / coordinate human c...