The Customer Experience Operations Advisor supports the Bank's customer experience efforts by identifying and analyzing sources of feedback from customers of all types, identifying areas of friction and dissatisfaction and working with business lines to mitigate or remove those areas. They help to identify processes and areas where the customer experience needs to be improved and support business lines in making changes that improve our customers' experience while protecting the Bank. In addition, the Customer Experience Operations Advisor stays abreast of industry standards and best practices, and may utilizes methods such as journey mapping, design sessions, etc. to maintain a path of continuous improvement. Finally, this position also works closely with the Bank's internal CX team to ensure the customer perspective is represented across the organization.

• Serves as a ‘Seat at the Table’ for the MSB customer for projects that have customer impact. Identifies and analyzes gaps in the MSB product line that would support our customers and increase their satisfaction and engagement.


• Collaborate with Business Process Management and cross-functional teams to ensure the successful execution of process improvement initiatives that enhance the customer service experience.


• Analyze and optimize processes by identifying bottlenecks and friction points to enhance customer experience and reduce effort.


• Identify, develop, and monitor sources of customer feedback, including, but not limited to, customer surveys, entries in the Bank’s Complaint Log, branch and department feedback, customer letters, etc.


• Foster a customer-centric culture. Works proactively with business lines across the organization, as needed, to address root causes, practices and procedures that negatively impact the customer experience. Supports the review and analysis of critical business processes to ensure the customer’s perspective is top of mind.


• Ensure that specific customer issues are routed to appropriate areas for resolution, and that resolution does occur in a timely and satisfactory manner. Work with specific business line(s) to ensure resolution as needed.


• In partnership with the Marketing Team, monitor customer service metrics (response time, resolution rate, satisfaction scores) and recommend improvements.


• Use data from customer feedback, as well as journey maps, design sessions, and other internal sources, to identify areas of friction or dissatisfaction and to identify pain points or areas of improvement.


• Develop working relationships with all customer impacting areas of the Bank, including branches, the Info Center, Marketing, Compliance, Operational areas, Lending areas, etc. in order to create the framework for continuous improvement.

Education

• Bachelor's Degree or its equivalent is required

Work Experience

• 7+ years banking experience is required


• Banking experience within customer facing areas and operations is preferred

Additional Requirements

• Effective communication and interpersonal abilities to work collaboratively across departments.


• Change management expertise with the ability to lead and influence others.


• Excellent organizational skills.


• Understanding of customer service software, databases, CRM, and tools to record customer interactions and resolutions.


• Must possess proficient technology skills, fluency in Windows Operating Systems and Microsoft Office applications.


• Analytical skills to assess customer feedback, analytics, and performance metrics to identify trends, measure success and improve the customer experience.


• Must be self-motivated and work well in a team environment, requires a high energy level and strong sense of urgency.

Knowledge, Skills, and Abilities

• Scheduling and work location flexibility required.


• Must be able to sit for extended periods of time.


• Must be able to work extended and weekend hours.

Middlesex Savings Bank is an EO/AA Employer: Min/Fem/Vet/Disabled