CX Activation & Solutions Design Director

Co-Op Financial Services Rancho Cucamonga , CA 91730

Posted 1 week ago

The Opportunity

We are seeking a talented CX Activation & Solutions Design Director to drive customer loyalty, satisfaction and revenue by working with CX leadership and all levels of leadership across the business to design optimal End to End client and member experiences. The person in this role will lead analysis and synthesis of relevant VOC/VOE/VOM data, and help translate into prioritized improvement initiatives. This position works with product commercialization team stakeholders to help deliver effective product design, development, timely solution delivery, and seamless go to market launch/implementation plans. They will provide CX guidance and input to enable CO-OP to deliver the right solutions coupled with optimal client experience to strengthen loyalty, retention and revenue efforts.

What You Can Look Forward to

  • CX Analytical and Design skills

  • Design and utilize personalized customer persona, journey maps, and complete VOC, VOE, data and known pain point inventory to understand the sum of client's experiences and their member's experiences throughout the lifecycle of the product or solutions they utilize within our ecosystem.

  • Ability to analyze data to design complete client or member touch-point inventory, critical emotional moments, key areas of friction, and integration opportunities to target for optimization.

  • Lead assessment and analysis of critical business performance data, and linkage to CX metrics unveiled via VOC, VOE, VOM data as well as enterprise wide metrics.

  • Review current state findings with product and functional managers and peers to support alignment of solutions design and process improvement with client strategy goals.

  • Define and continuously track agreed upon measures of success.

  • Drive improvements by advising on design/redesign of solutions, from ideation to roadmap prioritization through PDLC stages.

  • Lead successful implementation of the CX initiatives road maps through benefit realization.

  • Deploy CX best practices for listening, interpreting, and acting on customer feedback using structured and unstructured data to deliver actionable customer insights.

  • Leadership and Relationship skills

  • Unite Solutions/Product leaders in all with cross functional business unit leaders to assess planned roadmap and in-flight solutions projects for client and member impact, impact to other business units, and impact to enterprise measures of success weaknesses and opportunities in the current state process and its impact on CX.

  • Coordinate tightly with Communications and Marketing surrounding go-to-market activities and UX/UI/Brand implications.

  • Act as governing body in all solutions project meetings, planning sessions, and launch plans by ensuring our clients, members and employees have a voice in the experience design.

  • Create presentations and present to audiences of varying levels.

  • Lead and facilitate alignment sessions with our customers regarding their Customer Experience goals to drive their brand recognition and organic growth. Coordinate activities regarding the management of customer insights gained through collaboration. Leads efforts on cross-business best practice sharing and shared customer insights.

  • Provide routine project status and other required updates to leadership, project sponsors, and stakeholders.

  • Collaborate closely with other CX leaders to ensure holistic program success.

  • Lead team of external consultant resources performing CX duties within product and process improvement projects; and manage budget

  • Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.

  • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

What You'll Need to Succeed

  • Bachelor's Degree or equivalent experience.

  • 5 years CX experience or 3+ years managerial level experience journey mapping, customer insight research/design or digital experience design.

  • 5 years Financial Services industry experience required.

  • Proficient with Microsoft Office, including Word, Excel and Power Point.

  • Knowledge of CX principles - strategy, design, data, tools and methods.

  • Process improvement skills - methodologies and tools.

  • Change management skills- methodologies and tools.

  • Customer Service skills - processes, tools, technologies.

  • Knowledge of financial services industry (Credit Union preferred).

  • Experience/process design/improvement - expert in CX / UX principles, methods and tools.

  • Problem Solving - data based, creative, solution oriented approach.

  • Data analysis -find meaning in data and drive action from it.

  • Project management -make plans and hit aggressive timelines.

  • Change management / Influence / Thought Leadership - expert in working across the business to drive transformational change.

  • Communication / Presentation / Facilitation - effective in delivering messages to different audiences at multiple levels; expert group facilitation skills.

  • Planning / Organization - must be very organized and have the ability to juggle multiple projects.

  • Drive / Motivation / Independence - drive for success is paramount; must be results oriented and able to prioritize and work independently.

  • Collaboration / Team Player - comfortable in a strong culture of collaboration and teamwork.

  • Relationship Development - create strong relationships with leaders and colleagues across the business.

  • Travel - willingness to travel (10-30%) as needed.

  • CCXP certification preferred.

  • UX/UI experience preferred.

  • Product Management experience preferred.

  • Process Improvement experience preferred.

  • 3 years management/leadership experience preferred (leading large projects, managing metrics and delivery to KPIs).

Why Join CO-OP?

CO-OP is committed to fostering a workplace where every employee feels valued, respected, and connected. We are dedicated to understanding, attracting and engaging a diverse workforce where every employee can live up to their value; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. You will be part of an organization that focuses on a strong culture and embodies the credit union movement philosophy of People Helping People. CO-OP's commitment to reflecting our own core values and purpose extends beyond how we serve our clients and the products that we deliver.

With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation. CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.

CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

The Perks

  • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.

  • Great Work/Life Benefits - Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 10 Paid Holidays.

  • Health benefits - medical, dental, & vision plus wellness programs and gym reimbursements.

  • 401K with generous company match.

  • Tuition reimbursement.

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CX Activation & Solutions Design Director

Co-Op Financial Services