Director, Customer Experience & Strategy

Join the FHLBC team!
At the Federal Home Loan Bank of Chicago, employees come first - that's why we offer a highly competitive compensation and bonus package, and access to a comprehensive benefits program designed to meet the needs of our employees.
• Medical, dental and vision insurance
• Retirement program (401k and Pension)
• Generous PTO plan
• 11 paid holidays per year
• Hybrid working model (effective February 22, 2022)
• Casual dress code
Who we are:
FHLBank Chicago partners with our members in Illinois and Wisconsin to provide them competitively priced funding, a reasonable return on their investment in the Bank, and support for their community investment activities. We are one of 11 Federal Home Loan Banks created by Congress in 1932 as a government sponsored enterprise to support mortgage lending and community investment. We are member owned and member focused. Our members include banks, credit unions, insurance companies and CDFIs.
What it's like to work here:
At FHLBank Chicago, we bring people together. Our regular All-Staff meetings keep employees informed and our values drive the work that we do. Our Buddy Program pairs new hires with tenured employees to guide their onboarding. Our Employee Value Proposition is honed by listening and identifying the needs and priorities of our valued employees. Through CommuniTeam, we volunteer and identify ways to strengthen our communities. Our Office of Diversity, Equity and Inclusion (DEI) hosts signature and employee-led events for continued learning; and Employee Resource Groups (ERGs) and culture clubs create connections around shared interests and experiences. We offer live and on-demand professional development opportunities to grow your skillset and your career.
What you'll do:
As a Director of CX Strategy, you will play a crucial role in shaping and enhancing the overall Customer Experience for our company. You will lead a CX consulting firm and work collaboratively with various departments to ensure that customer satisfaction, loyalty, and retention are maximized through a vision and roadmap for the future that leads to consistent Customer Experience across all Bank products, services, service teams and platforms (systems). This is an individual contributor position.
How you'll make an impact:

• This role is critical in ensuring the company's success and maintaining customer satisfaction. The successful candidate will have the opportunity to shape the Customer Experience strategy and contribute to the company's growth.
• Identify, document, and develop current Customer Experience. Identify Customer Experience best practices in-market. Identify gaps between current Customer Experience and best practices in-market. Take steps to develop future Customer Experience roadmap that addresses identified gaps.

What you can expect:

• Strategy Development: Develop and implement a comprehensive Customer Experience strategy that aligns with the company's goals and values.
• Team Leadership: Direct the work of Customer Experience professionals from across the Bank, providing guidance, coaching, and performance feedback.
• Customer Journey Mapping: Analyze and optimize the customer journey, identifying pain points and opportunities for improvement.
• Data Analysis: Utilize customer feedback, surveys, and data analytics to make data-driven decisions to improve the Customer Experience.
• Cross-functional Collaboration: Collaborate with marketing, sales, MPF, Community Investment, Member support and strategy, Information Technology and other departments to ensure a consistent and seamless Customer Experience.
• Training and Development: Develop and deliver training programs to enhance the customer service skills of the team.
• Quality Assurance: Implement and monitor quality assurance processes to ensure consistent and high-quality customer interactions.
• Technology Implementation: Identify and implement Customer Experience technologies and tools to streamline and enhance the customer journey.
• Customer Advocacy: Foster a culture of customer advocacy within the organization, driving a customer-centric mindset.
• Performance Metrics: Define and monitor KPIs related to Customer Experience and produce regular reports for senior management.

What you'll bring:

• Bachelor's degree in business, marketing, or a related field (Master's preferred).
• Proven experience (15+ years) in a Customer Experience leadership role or a project management and business analyst role across multiple projects
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using Customer Experience and data management software and tools.
• Strong leadership and team management skills.

The perks:
At FHLBank Chicago, employees come first. We offer a highly competitive compensation and bonus package, and access to a comprehensive benefits program designed to meet the needs of our employees. Our retirement program includes a 401K and Pension. Our generous PTO plan provides five weeks of vacation for new employees and 11 paid holidays per year. We offer work from home options and a casual dress code at our beautiful new space in the Old Post Office. Step into your future with us. #LI-Hybrid