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Customer Experience Manager

Company: Simmons Bank
Location: Little Rock
Posted on: April 10, 2021

Job Description:

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. The Customer Experience Manager is responsible for growing Simmons Bank's experience management program through data analysis, defining strategic recommendations and executing the strategic experience roadmap. Essential Duties and Responsibilities

  • Manage voice of the customer program, including data collection, analysis, development of an action plan for experience improvements and strategic recommendations.
  • Drive change within the bank to execute the approved experience strategy.
  • Recruit and administer a customer focus group panel.
  • Assist in the development of training content to ensure a high caliber and consistent experience across channels.
  • Ensure that Simmons Bank's mission, brand, messaging and tone are delivered to our customers.
  • Continuous communication across internal departments to convey impacts of CX project and track projects to completion.
  • Administer technology platforms related to the experience program. Work with IT and third parties to ensure platform availability, improve user experience and functionality.
  • Performs other duties and responsibilities as assigned. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Skills
    • Ability to read and comprehend simple instructions, short correspondence and memorandums.
    • Ability to read and interpret documents such as procedure manuals, general business correspondence and/or journals or government regulations.
    • Ability to read, analyze and interpret financial reports and/or legal documents.
    • Ability to write simple correspondence.
    • Ability to write routine reports and business correspondence.
    • Ability to write procedures.
    • Ability to respond in writing to customer complaints, regulatory agencies or members of the business community.
    • Ability to effectively present information in one-on-one and small group situations, to customers, clients and other employees in the organization.
    • Ability to speak effectively before groups of customers or employees.
    • Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public. Education and/or Experience
      • Three-five years of experience in positions with primary responsibilities that include: marketing, customer service, data analysis, communications.
      • BS/BA Degree in relevant field (communications or marketing preferred).
      • Preferred experience in: Medallia Experience Cloud Computer Skills --
        • Voice of the customer technology platforms.--
        • MS Office programs Other Qualifications (including physical requirements)
          • Excellent written and verbal communications skills and a strong ability to produce clear, compelling and persuasive writing for online platforms on a wide range of topics for diverse audiences.
          • Demonstrated experience managing customer experience programs to achieve business, communications, marketing and /or advocacy objectives.
          • Ability to compile data from multiple sources and perform analysis.
          • Ability to lead a cross-functional team and manage several projects at once. Equal Employment Opportunity Information: Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a person's race, color, religion, sex, ancestry, sexual orientation, gender identity, national origin, covered veterans, military status, physical or mental disability or any other legally protected classifications. Simmons First National Corporation and its subsidiaries are committed to Affirmative Action Programs consisting of results-oriented procedures to ensure equal employment opportunities. These programs require positive action in lieu of neutral non-discrimination and merit hiring/performance policies. Full time R104486 About Us Since 1903, we've been putting people first by making a commitment to you. Simmons Bank is the subsidiary bank for Simmons First National Corporation (NASDAQ: SFNC), a publicly traded bank holding company headquartered in Pine Bluff, Arkansas. Founded as a community bank, Simmons Bank has grown steadily to its current size of $21.4 billion in assets (as of Sept. 30, 2020), with more than 2,800 associates located in Arkansas, Kansas, Missouri, Oklahoma, Tennessee and Texas. Our growth has led to some amazing career opportunities, while our dynamic culture has been recognized by publications across our footprint. Parallel to our growth , Simmons Bank's community roots run deep - these are felt in the ways we seek to go the extra mile for our customers and communities through exceptional service and volunteerism, and in the strong career growth opportunities and wellness programs we offer associates. Our team is characterized by collaboration, integrity and passion for all we do, high performance, and a commitment to personal and professional growth. If these cornerstones of company culture appeal to you, let's talk! There's never been a better time to join our team.

Keywords: Simmons Bank, Little Rock , Customer Experience Manager, Executive , Little Rock, Arkansas

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