Job Description

DRG Professional Services has an exciting immediate hire opportunity for a Voice of the Customer Program Manager in Northwest Arkansas. This is a fast-growing company in the banking industry that looks to continue to grow in 2021. Our client delivers the convenience and technological advantages of a large super-regional bank but with the local commitment and decision-making of a local community bank! The company also offers a comprehensive benefits package!

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Designs, plans, establishes and leads a highly effective VoC program to drive customer success.

2. Designs, develops and delivers a program roadmap that focuses on business goals

3. Employs innovative approaches, making it easy for the voice of our customers to be heard, understood and acted upon, through creative thinking.

4. Maintains current understanding of industry trends around customer experience metrics and performance.

5. Identifies and analyzes data and anecdotal input from both customer and customer-facing associates for the purpose of prioritizing VoC program opportunities.

6. Identifies and implements scalable Customer Experience analytics that include metric development and refinement.

7. Leads, oversees, implements and supports a VoC platform.

8. Ensures that quality survey and defined response rate targets are achieved across all touch points.

9. Runs new survey launches, analysis and related reporting.

10.Serves as the subject-matter authority on customer surveys and feedback with in-depth knowledge of customers and their experiences.

11.Identifies opportunities for improvement through analysis and gathers insights that will enable the client to deliver an exceptional customer experience.

12.Supports strategic product prioritization and celebrates customer stories by aggregating and reporting product experience feedback from customers and customer-facing teams.

13. Presents findings and insights to all levels of the organization, including senior leaders and members of our C-suite, accommodating the needs of stakeholders to make results consumable.

14.Collects and measures data to report VOC program insights.

15.Develops escalation process to ensure all issues are resolved in a timely and efficient manner.

16.Serves as subject matter expert in all VOC tools and functionality.

17.Works in tandem with the Product, Customer Experience, and Marketing teams to facilitate research, user testing and acts as a key partner in ensuring that the company delivers the intended experience to customers.

18.Understands and complies with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to one’s job duties. This includes but is not limited to; completes compliance training and adheres to internal procedures and controls; reports any known violations of compliance policy, laws, or regulations and reports any suspicious customer and/or account activity

* Bachelor’s Degree in Business, Customer Experience, Technology, Ethnographic User Research or related field, or commensurate experience, required.

* 5 years of program management experience with a focus on customer experience, required.

* 2 years of experience in successful survey design, deployment and in delivering on business objectives tied to quantitative and qualitative measurement, required.

* 2 years of experience with data visualization and customer experience management platforms such as Tableau and Qualtrics, required.

* Extensive knowledge of Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT) and other feedback collection methodologies, required.

* Knowledge and understanding of statistical principles like correlation, cluster, factor, and regression analysis, preferred.

The Company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information or any other characteristic protected by law.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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