Head of Client Journeys - Community Banking
Flagstar Bank FSB

Job Info

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Job Summary
The Customer Experience team at Flagstar is looking for an individual with a unique blend of strategic thinking, creativity, technical proficiency and operational excellence. As the Head of Client Journeys, you will be focused on transforming our customer journey to be best-in-class.

Document the end-to-end client journey across multiple processes and channels to better understand the client experience. Identify friction in the process and make recommendations for client experience improvements.

Create a unified client experience through strong collaboration and partnership between channel and process owners.

Conduct quantitative and qualitative analysis to review the client experience across systems, channels and processes from a client perspective.

Job Responsibilities:

Customer Analytics

• Leverage survey analytics, customer verbatims, and other data points to identify trends and themes to inform customer journeys.
• Develop and manage customer experience performance measurements.
• Partner with product owners to understand customer utilization data and health indicators.

Journey Mapping & Process Improvement

• Create and own the [Retail/Wholesale] CX journeys for customer acquisition, expansion, and retention.
  • Analyze, interpret, and evaluate each part of the journey from a customer's perspective. Using those insights, advocate for improvements and enhancements with internal teams and other departments to improve customer's overall experience.
  • Proactively identify areas of opportunity through in-depth analysis, and drive enhancements to align Flagstar's customer experience to our strategy.
  • Lead cross-functional conversations to solve CX gaps and customer pain points.

Compliance

• Adhere to all regulatory and compliance issues linked to the job and the team and understand how these issues help the bank achieve the vision of remaining an independent bank

Experience Architect

• Develop and maintain a plan to be sure our customer's feedback is heard, acted on, and responded to promptly.
• Empower business partners to understand and act on customer feedback data.
• Through market research and stakeholder collaboration, create a differentiating journey focused on compelling purchase and service experiences.

Job Requirements:

• Bachelor's Degree Required
• 8+ years with financial services, large retail or related industries in process design, continuous improvement, and program management.
• 3+ years as a Business or Customer Experience Analyst required
• Journey mapping experience required
• Customer Empathy research preferred
• Storyboarding experience preferred
• Proven ability to run multiple projects / programs by setting clear goals and objectives, measuring performance, and providing guidance and direction to staff to improve overall performance.
• Innate empathy and desire to improve customer experiences
• Ability to act as a catalyst for innovation and change.
• Strong analytical skills, ability to synthesize large amounts of data into actionable insights, excellent attention to detail and good business judgment.
• Ability to quickly dissect issues and develop practical solutions that are forward-thinking and customer centric.
• Affinity to facilitate problem solving & collaborate with cross functional teams
• Ability to translate experience requirements into development capabilities as well as the ability to drive prioritization via effective influencing
• Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.

This job has expired.