Federal Home Loan Bank of Chicago · 1 day ago
Assistant Director Customer Experience
Chicago
Full-time
Hybrid
Senior Level, Lead/Staff
$126K/yr - $221K/yr
10+ years expFederal Home Loan Bank of Chicago partners with financial institutions to provide funding and support community investments. As the Assistant Director, Customer Experience, you will lead efforts to enhance member and customer experience by driving strategic initiatives and overseeing key projects to embed a customer-centric mindset throughout the organization.
Banking
Responsibilities
Manage and implement CX strategies that align with FHLBank Chicago’s objectives, delivering measurable improvements in member satisfaction and engagement
Partner with teams across the Bank to integrate customer insights and ensure a unified approach to service delivery
Identify gaps in the customer journey, develop solutions, and track progress using VoC data and other performance metrics
Lead the execution of CX initiatives, including customer journey mapping, service improvement projects, and cross-functional collaboration efforts
Design and manage programs to collect, analyze, and act on VoC data, ensuring customer insights drive decision-making
Collaborate with internal teams to enhance the customer journey and resolve pain points, ensuring seamless member experiences
Develop and monitor CX performance metrics to measure progress and inform leadership of key insights and opportunities
Act as a champion for customer-centric practices, providing training and resources to empower employees across the organization
Partner with leadership to align CX strategies with broader organizational goals and communicate the impact of CX initiatives on business outcomes
Qualification
Required
Bachelor's degree in Business, Marketing, or related field
10+ years of related work experience with 3+ years providing thought leadership, guiding organizational priorities, or leading enterprise-level programs
Experience managing a Voice of Customer program and working with top Voice of Customer tools
Experience in customer journey mapping and CX metrics (e.g., NPS, CES)
Strong interpersonal and collaboration skills with the ability to manage cross-functional teams and drive change
A customer-first approach, with the ability to think strategically and execute operationally
Preferred
Experience with Salesforce
Benefits
Retirement program (401k and Pension)
Medical, dental and vision insurance
Lifestyle Spending Account
Competitive PTO plan
11 paid holidays per year
Company
Federal Home Loan Bank of Chicago
Our Mission: To partner 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.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Eric Geiger
Chief Technology Officer
Mike Zeifert, CFA
SVP, Chief Credit Officer
Company data provided by crunchbase