Customer Experience Architect (CX And Marketing Research Strategist)

Keybank National Association Pittsburgh , PA 15201

Posted 2 weeks ago

Location:

127 Public Square - Cleveland, Ohio 44114

ABOUT THE JOB (JOB BRIEF)

At KeyBank, client and employee experience are two of the driving forces of our business. The newly formed enterprise Client and Employee Experience team is looking to create a renewed focus on the client and employee experience across the bank by understanding end to end journeys across key moments of truth, taking an outside in perspective in everything we do, and creating meaningful and emotional interactions to improve clients/employees' overall financial health and satisfaction with KeyBank. Increasing loyalty, listening and understanding of our clients/employees' needs, perceptions, and expectations and tying CX measurements to business strategy and outcomes, are critical to our success.

We are looking for a CX Architect to join our CX/EX Measurement & Insights team who will engage cross-functionallly across the organziation, including working with agile squads, to understand complex business processes/opportunities and leverage client and employee insights to drive actionable strategies that drive a better client experience. This is an opportunity to leverage your strategic, analytical, persuasion, and creative skills as part of a high-performing team. This candidate will be responsible for identifying pain points, recommending new/enhanced capabilities to solve these pain points, and helping to ensure investments and operational decisions result in winning client journeys. He/She will design strategies and influence action based on client and employee research, data mining, connecting learnings across studies, best practices, and CX frameworks.

ESSENTIAL JOB FUNCTIONS

  • Advise leadership and employees across the organization about our clients' current perceptions and gaps in experiences; identify research opportunities to delve deeper into clients needs and preferences

  • Surface and prioritize client issues in existing business processes - relentlessly bringing client insights and best practices to bear

  • Design and execute primary research projects, end-to-end, from research planning through analysis, report creation and presentation, as needed

  • Mine large data sets to uncover multiple nuggets that can paint the picture of why certain broader data sets are or are not occurring

  • Utilize client-centric tools such as journey maps, personas, and client feedback; facilitate ideation sessions and partner on research initiatives to inform decision-making and drive action

  • Connect the dots across multiple qualitatiative and quantitative studiy learnings to drive out a rich perspective on where improvement opportunities lie

ADDITIONAL DUTIES

  • Adapt presentation, insights and/or positioning of findings to align to audience that is consuming the information

  • Outside vendor management

REQUIRED QUALIFICATIONS

  • Education: BA/BS in business administration, marketing, business information technology, data analytics, statistics, or a related field

  • 5-10 years of demonstrated experience in customer experience, customer success, user experience (UX), or similar role related to the specific responsibilities of this position

  • Passion for clients and creating engaging, satisfying clients experiences with knowledge in the areas of customer experience, business operations, experience research/design, innovation, and change management

  • Demonstrated success in developing and implementing short and long-term strategic plans with a structured prioritization approach while leading, collaborating, and influencing cross-functionally

  • Outstanding written and verbal communication skills, including demonstrated ability to orchestrate and present information and recommendations (virtually or in person) at all levels within the organization, including senior leadership

  • Excellent organizational skills with ability to work on multiple, diverse projects simultaneously, prioritizing to meet a variety of deadlines/deliverable types in a fast-pased environment

  • Goal-oriented self-starter with an intellectually curious mindset and a strong ability to think outside of the box and innovate; thrives in ambiguous environments

  • Strong problem solving and data analysis skills with an ability to synthesize data and extract meaningful business insights

  • An ability to champion change, foster teamwork, and influence others in a matrixed and collaborative environment

  • Knowledge of Microsoft Office Programs including Word, Excel, PowerPoint and Project.

PREFERRED SKILLS / QUALIFICATIONS

  • Strategy, consulting, or change management experience and/or MBA beneficial

  • Proficient in R, SAS, SPSS or equivalent

  • Proficient in advanced Excel functions/formula building

  • Experience in Tableau

  • Survey programming experience (Qualtrics, Medallia, InMoment, etc.)

  • Certified Customer Experience Professional (CCXP) Certification

  • Ideally, this position will be based in our Cleveland, OH location. It may be based in Key Bank's Buffalo, NY office, at another Key Bank location in the United States, OR it may have a Work From Home Arrangement IF the selected candidate does not reside in a city with a Key Bank work location.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
SAP CX Commerce Cloud Director

Pwc

Posted 4 days ago

VIEW JOBS 11/25/2021 12:00:00 AM 2022-02-23T00:00 A career in our SAP Customer team, within our SAP consulting practice, will provide you with the opportunity to lead our clients in their customer transformation journey by reimagining exceptional experiences to their customers and employees while achieving their revenue growth goals without boundaries. We help our clients implement and effectively use SAP offerings to solve their business problems and fuel success in the areas of finance, supply chain, customer, human capital and engineering. Simply put, we focus on delivering business led, technology enabled change across the digital core and the latest in mobile, analytics and cloud solutions. As part of the SAP Customer team, your primary focus will be on Lead to Cash transformation for our clients - both traditional business models and enabling next generation XaaS (anything as a service) business models leveraging SAP C/4 Sales, Service and Marketing cloud; SAP CPQ; SAP Commerce; SAP Subscription Billing (BRIM); SAP Entitlement Management; and SAP S/4 Sales and Distribution solutions. To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future. As a Director, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to: * Support team to disrupt, improve and evolve ways of working when necessary. * Arrange and sponsor appropriate assignments and experiences to help people realise their potential and support their long-term aspirations. * Identify gaps in the market and spot opportunities to create value propositions. * Look for opportunities to scale efficiencies and new ways of working across multiple projects and environments. * Create an environment where people and technology thrive together to accomplish more than they could apart. * I promote and encourage others to value difference when working in diverse teams. * Drive and take ownership for developing connections that help deliver what is best for our people and stakeholders. * Influence and facilitate the creation of long-term relationships which add value to the firm. * Uphold the firm's code of ethics and business conduct. Job Requirements and Preferences: Basic Qualifications: Minimum Degree Required: Bachelor Degree Minimum Years of Experience: 10 year(s) Preferred Qualifications: Preferred Knowledge/Skills: Demonstrates thought leader-level abilities with, and/or a proven record of success directing efforts in a SAP Customer consulting capacity to: * Engaging with clients' business and IT teams to understand key business goals and translate those to a SAP Customer solution; * Defining project scope and providing project implementation estimates including time frames, quality and quantity of resources required to successfully implement project; develop project plan incorporating all project variables including risk; * Establishing measurable criteria concerning deliverability, performance, maintenance, design and costs; * Working with the client's IT organization to establish technology strategy at an application level while Managing and mentoring SAP Customer technical staff; * Demonstrating thought leader level knowledge and understanding of SAP Customer application based solutions with demonstrated proficiency; * Demonstrating thought leader level knowledge in consulting, designing, implementing and leading significant tracks on larger project or leading medium sized consulting engagements within the SAP Customer product suite; * Demonstrating thought leader level knowledge with significant experience assisting clients in the implementation and support of SAP Customer solutions and improving business processes; * Demonstrating thought leader level knowledge and a record of success in the common issues facing clients who provide products and services within one or more of the following sectors including technology, automotive, consumer and retail, energy, industrial products or utilities; * Designing, building, testing and deploying the SAP Customer solution components required for successful integrations to SAP and non-SAP systems; * Identifying and addressing client needs: building, maintaining, and utilizing networks of client relationships and community involvement, communicating value propositions, managing resource requirements, project workflow, budgets, billing and collections, and preparing and/or coordinating complex written and verbal materials; * Supervising teams to create an atmosphere of trust, seeking diverse views to encourage improvement and innovation, and coaching staff including providing timely meaningful written and verbal feedback; * Creating and maintaining a knowledge-base of service delivery content based on reusable information and knowledge objects, as well as their cross-purposed or leveraged functionality; * Developing strategy, as well as writing, communicating, facilitating, and presenting cogently to and/or for all levels of industry audiences, clients and internal staff and management; and, * Utilizing presentation slides, practice marketing materials, change management plans and/or project plans, workshops and whitepapers, practice methodologies and tools, policies and procedures, and/or other standard business communications. For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: https://pwc.to/coloradoadvisorydirector. All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer. PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance. 254296 Please note that, at this time, to be in-person at a PwC office, client location or PwC-sponsored events, you must be fully vaccinated against COVID-19. #LI-Remote Pwc Pittsburgh PA

Customer Experience Architect (CX And Marketing Research Strategist)

Keybank National Association