Atlantic Union Bank · 1 month ago
Enterprise Experience Business Line Strategy Specialist (HYBRID - Richmond, VA)
Glen Allen, Virginia, United States
Full-time
Hybrid
Mid, Senior Level
$28.69/hr - $47.85/hr
5+ years expAtlantic Union Bank is seeking a Business Line Strategy Specialist to join their Customer Experience group. This role is crucial in developing and executing Customer Experience strategies to enhance the bank's brand promise of making banking easier for customers.
BankingFinancial ServicesWealth Management
Responsibilities
Develop Customer Experience strategies and tactics to be executed with and by the assigned business line(s) with the goal of providing best in class teammate and customer experiences
Build and continue to foster effective relationships with assigned line of business and partners
Provide critical insights from the Voice of Customer on a day-to-day basis, via Insights & Actions (I&A), and through various reporting tools
Assist in development and delivery of various reporting tools such as Insights and Actions
Assist in prioritizing improvements within line of business products or services to realize maximum return on customer experience improvements
Create data driven methods of resolution when gaps are identified
Assist in policy and procedure building
Actively partner with members of the Customer Experience team to relay insights from the front line teammates and assigned business line(s)
Remain informed on Customer Experience strategies and best practices both in and out of Financial Services
Remain informed of relevant business practices, programs or software within the industry as it relates to assigned line of business
Represent Customer Experience when assigned within projects and business line initiatives as a result of BTO appointment
Support assigned business line in recognizing risk as it pertains to customer experience initiatives
Educate and inform stakeholders on outcomes of mapping sessions and mapping discoveries
Routinely monitor research results to identify strengths and opportunities
Assist assigned line of business in unbiased, strategic problem resolution
Deliver the highest level of internal Customer Experience to assigned business lines which is defined by thoughtful, frictionless, automated, minimal manual experiences
Assist with the implementation of communication strategies and deliverables to keep partners informed
Develop and lead mapping sessions to drive improvement of customer experiences within assigned line of business
Spend time providing on-the-ground support, serving as the face of Customer Experience within the assigned business line(s)
Represent Customer Experience in certain operational, risk, and compliance responsibilities for the overall line of business
Special projects as needed and assigned
Qualification
Required
Bachelor's Degree
Minimum of 3 years customer service experience required
Minimum of 5 years banking experience required
Exceptional customer experience focus and a passion for serving others
Ability to work effectively in a fast-paced environment
Ability to quickly identify and understand business concepts
High degree of emotional intelligence
Mindset around continuous improvement to enhance customer experiences
Highly self-motivated
Excellent sense of respect of culture with an understanding of how to effect change
Proven abilities in creative problem solving, negotiation and collaborative resolutions across all levels of management
Demonstrated knowledge of Customer Experience strategy, systems, and best practices
Strong understanding of bank products, services, policies and customer utilized systems
Excellent verbal and written communication skills and comfort with difficult situations and complex personalities
Ability to research best practices and innovation in the evolving field of customer experience
Ability to influence behavior without a position of authority
Ability to influence senior-level leadership
High attention to detail and excellent organizational skills
Exceptional ability to multi-task
Strong workshop/training and presentation skills
Willingness to travel as needed
Passion and alignment to Atlantic Union Bank's mission, vision, and values
Preferred
5+ years customer service experience preferred
6+ years banking experience preferred
Benefits
Eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program.
Comprehensive benefits package
Company
Atlantic Union Bank
Atlantic Union Bank is a financial company that provides wealth management, private banking, and advisory products and services.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$402.5M2024-10-21Post Ipo Equity· $402.5M
1993-10-08IPO
Leadership Team
Jule Kreyling
President and CEO
Jon Bridges
SVP, Mortgage Chief Operating Officer
Recent News
Maryland Daily Record
2026-01-03
2025-12-05
Company data provided by crunchbase