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CX Advocate

First National Bank Omaha, NE

Job Description

Job Description

The Customer Experience (CX) Advocate is primarily responsible for the ongoing support of a culture of customer centricity through work with employees at all levels throughout the enterprise. The Advocate ensures there is a persistent focus on the customer, and that the enterprise delivers the right solutions to the right customers at the right time.
Key Accountabilities:
Brings together all the necessary stakeholders to deliver a cohesive end-to-end experience that is aligned to our intended customer experience throughout the customer's lifecycle
Brings visibility to the impact all employees play in delivering our intended CX and the connection between delivering a superior CX and the company's growth
Provides a CX lens by representing the customer when needed-objectively and unbiasedly
Immerses themselves into the current CX to know firsthand how our customers are engaging with our brand across all channels
Helps facilitate journey mapping sessions (current & future) for the business to better understand the end-to-end experience and identify the key moments
Actively listens and collaborates with business partners for opportunities to improve the CX within each key customer segment
Leverages and shares customer insights (ongoing & ad-hoc) to key business owners
Ensures customers have a voice and an easy way to share feedback with our company
Ensures the customer voice is represented throughout the enterprise
Helps train and educate employees on the behaviors required to deliver the right customer experience
Helps manage the day-to-day operational activities required to keep our Voice of the Customer (VOC) program running
Interviews both customers and employees to better understand their experience with FNB and ensure their perceptions are being accurately represented and shared with the enterprise as needed
Engages with the internal and external customer experience communities to stay current with new and emerging customer experience best practices and processes
Helps implement practice for providing a closed-loop process on customer feedback throughout the enterprise.
Helps design and implement new feedback listening posts as needed by the business, ensuring all of the procedures and approvals have been obtained prior to going live
Helps maintain and leverage our customer panel for initiatives involving customer feedback
Gathers customer feedback in the design of new experiences and to validate existing experiences
Analyzes feedback and customer data in order to establish connection to business growth and help inform business strategy

Knowledge, Skills and Abilities
Demonstrates a consultative approach with the ability to analyze stakeholder's needs
Excellent oral and written communication skills
Strong interpersonal skills, including the ability to build collaborative relationships, listen and actively contribute to discussions
Must display a positive business presence with management and external contacts
Must demonstrate sound judgment and apply logical and critical thought processes when developing and recommending solutions
Must be able to work in a fast paced, high change environment
Must be able to coordinate multiple and changing priorities

Job Qualifications

Job Qualifications
Bachelor's degree in relevant field
Minimum of 5 years in relevant customer experience related field
Advanced knowledge of customer experience best practices and competitive intelligence research techniques
Advanced knowledge of diverse business operations and processes
Demonstrated ability to work collaboratively with people of diverse backgrounds
Ability to lead through influencing and working with people across multiple disciplines to achieve results and challenge the status quo
Strong oral and written communication skills required to depict complex ideas, issues and designs to influence varied audiences
Ability to work in a fast-paced environment and work on multiple priorities
Strong analytical, project management, writing and presentation skills

Job Details

Date Posted September 12, 2018
Date Closes November 11, 2018
Requisition 38-16781
Located In Omaha, NE
Work At Omaha - First National Tower
Schedule Monday through Friday, 8 AM to 5 PM
Days of Week Full-time
SOC Category 00-0000.00