The Client and User Experience Specialist is responsible for designing, implementing, and continuously improving the overall experience for clients and users across multiple platforms and touchpoints. The role involves collaboration with cross-functional teams across the bank, including marketing, brand, operations, product development, risk management, and client support, to ensure that client and user needs are met through a seamless, intuitive, and engaging experience. This position requires the application of independent judgment and discretion in shaping how clients and users interact with the bank's brand across all touchpoints, ensuring alignment with the bank's mission and contributing to overall satisfaction.
Principal Duties & Responsibilities:
- Develop and execute strategies to enhance the client experience across marketing channels and user touchpoints, ensuring alignment with both short-term and long-term business objectives.
- Lead the design and optimization of digital experiences to deliver a seamless, intuitive, and engaging user journey across digital banking platforms.
- Collaborate with cross-functional teams, including marketing, product development, IT, and customer support, to improve both digital and physical client journeys.
- Establish and manage processes to gather and analyze client and user feedback; use data-driven insights to inform enhancements that support satisfaction and loyalty.
- Define, monitor, and report on key performance indicators (KPIs) related to satisfaction, retention, engagement, and other client and user experience metrics.
- Drive continuous improvement efforts by applying current trends, research, and best practices in client and user experience to enhance interactions across touchpoints.
- Ensure that all client and user experiences are consistent with brand values and messaging, reinforcing a cohesive experience across all platforms.
- Promote a user-centric mindset by guiding collaborative efforts with the broader marketing and experience teams and supporting the application of user-first design principles.
- Design and maintain surveys and dashboards using platforms such as Qualtrics to enable effective data collection, analysis, and action planning.
- Manage relationships with external vendors and collaborate with the parent company to identify and implement technologies, resources, and best practices that support continuous enhancement of the client and user experience.
- Develop or support training materials and communications to promote best practices in client and user experience across departments.