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
Adapt presentation, insights and/or positioning of findings to align to audience that is consuming the information
Outside vendor management
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.
Keybank National Association