Customer Journey Expert - Accounts & Services
Core
Design communication strategies to increase customer penetration in MPB and add-value services, manage customer incidents, and improve digital processes to reduce call volume.
Role type
Customer Journey Expert (Accounts & Services)
Builds
Customer engagement strategies, communication campaigns, and digital process improvements for transactional banking customers.
Domain
Banking / Customer Experience
Deliverable
product features
Required skills
Communication strategy design, campaign management, operational risk control, incident management, stakeholder leadership, analytical mindset, customer orientation
Preferred skills
Agile team experience, product management experience, Spanish and English fluency
Technologies
None stated
Responsibilities
Design communication strategies to increase MPB penetration, follow up on growth and marketing campaigns, maintain operational and financial risk control, support customers by attending and following up incidents, maintain digital assets with IT, build stakeholder communication, increase customer satisfaction via Voice of Customer, reduce calls by improving digital processes
Seniority
Mid-Senior (5+ years experience)
