Sumitomo Mitsui Banking Corporation – SMBC Group · 1 day ago
Customer Experience, Voice of Customer (Remote)
AZ
Full-time
Remote
Senior Level
$145K/yr - $175K/yr
7+ years exp
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Responsibilities
Translate the Customer Experience findings (e.g. NPS, CSAT) across different touch points into actionable insights that influence decision making and business optimizations.
Perform analyses to identify emerging trends, wins, and opportunity areas in customer experience.
Gather business requirements and collaborate with internal and external cross-functional partners on data capture and distribution strategies.
Consolidate customer feedback data with other transactional, operational, and behavioral sources of data to paint a clear picture of experience drivers.
Familiarity with compliance and audit requirements.
Ability to manage workflow of complaint handling, organizational, management and process.
Submit change requests (CRs) and System Maintenance logs (SMLs) as part of the change management process.
Documents and writes business and technical requirements, defines interface requirements, workflows and presentations.
Qualification
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Required
7+ years of experience in customer facing and/or business roles.
3+ years of experience in data analysis, statistical analysis, marketing analytics, or similar quantitative fields.
2+ years of experience in complaints management.
Experience creating reports, visualizations, and dashboards for communicating results and analyses.
Experience working with and knowledge of Customer Experience and Voice of Customer Metrics (NPS, CSTAT, etc.), CX surveys, and customer feedback.
Excellent verbal, written and interpersonal communication skills.
Ability to write and communicate requirements to business and technology partners.
Ability to influence people outside the immediate span of control, including business users, other IT staff and vendors.
Experience collaborating with customer experience platforms (Medallia).
Familiarity with compliance and audit requirements.
Ability to manage workflow of complaint handling, organizational, management and process.
Submit change requests (CRs) and System Maintenance logs (SMLs) as part of the change management process.
Documents and writes business and technical requirements, defines interface requirements, workflows and presentations.
Benefits
Competitive portfolio of benefits
Company
Sumitomo Mitsui Banking Corporation – SMBC Group
SMBC Group is a top-tier global financial group.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Chris Corrado
Managing Director & General Manager, SMBC Americas Chief Technology Officer; President JRI America
Rick Davison
Chief Financial Officer
Recent News
2022-12-15
Company data provided by crunchbase
