Manager Client Experience

Compeer Financial is seeking collaborative, innovative and dynamic professionals to be a part of our Top Workplace culture!

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Position Overview:
This position is responsible for designing and managing the end-to-end omni channel client journey mapping across a variety of client moments in our ecosystem. The incumbent works closely with cross-functional teams, including marketing, business process, product, digital, call center and sales leadership to develop and execute data-driven strategies and the A/B test process to deliver a measurable improvement to the Client Experience and business profitability. Defines reporting requirements and analyzes data to drive Client Experience scores improvement throughout the prospect and client journeys.

Essential Functions:

• Builds foundational quality processes and disciplines, and drives sustained execution through every step of the client journey.
• Develops listening points in the client journey, leverages segmentation of client base and varying strategies, and identifies opportunities for continuous improvement.
• Identifies potential linkages of data between engagement channels and sales agent systems (COMPASS, Ag Lending, etc.) to drive improved resolution of client or prospect intent.
• Leverages project and process management experiences to ensure activation of defined opportunities and the full capture of the business benefits.
• Leads the design process, monitors and documents the end-to-end omni channel client journey mapping across prospect and Client Experiences.
• Collaborates cross functionally with marketing, legal, research, product and sales leadership teams to effectively set and communicate business strategy and attain necessary approval to execute.
• Actively leads the development of strategies to enhance Client Experience across all segments while collaborating with key senior leaders.
• Influences key leadership to challenge conventional practices and instill client insights into the decision-making processes.

Minimum Qualifications & Required Knowledge, Skills and Abilities:

• Bachelor’s degree in business administration, finance, economics, agribusiness or related field or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
• Minimum of 7 years of experience in leading CX mapping, project and process improvement initiatives.
• Three to five years of leadership and management experience preferred.
• Proven track record in CX mapping, UX design and performance management.
• Advanced project and process management skills to drive the journey mapping as well as the activation execution.
• Advanced financial acumen to size initiatives and determine where to prioritize time to improve the Client Experience.
• Advanced experience building or supporting differentiated tiers of service or unique client segments.
• Strong ability to design and implement effective and measurable Client Experiences, excellent project management skills, and experience in omni-channel engagements for a considered purchase such as financial services.
• Advanced ability to measure, test, analyze, build, and standardize quality processes to dramatically improve organizational performance.
• Strong communication skills, expresses ideas fluently and logically, is open to input.
• Ability to create an atmosphere of openness and trust, collaboration and offers support and encouragement. Passionate about customer experience excellence.
• Proven experience of using data to drive your decision making, create plans an affect change.
• Advanced organizational skills; able to create plans, manage projects, working to deadlines and changing priorities.
• Strong track record of creating and delivering strategies and plans.
• Strategic and innovative.
• Leadership skills to select, evaluate, engage, motivate, mentor, train, delegate, reward and lead remote team members.
• Valid driver’s license.