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Consumer Credit Digital CX Consultant

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Our client, a leader in the Financial Services industry, is looking for a Digital Customer Experience Consultant with a strong background in Consumer Credit for a long term opportunity.

This person will help define how our client engages their customers in both mature and emerging digital channels in ways that help customers succeed financially while driving business results. A core component of our client's vision is to help their customers succeed financially by providing tools to manage credit.

Experience and responsibilities include:

• Quickly become an expert on the topic of consumer credit and factors that affect a consumer’s credit health, such as credit score and debt-to-income ratio, product development plans underway and channel factors relevant to the overall roadmap.

• Partner with vendor and internal partners to lead the digital customer experience for the pilot launching in Q4 2014.

• Act as the lead business sponsor for the execution of bringing the digital customer experiences to market, in partnership with digital channels, vendor and product partners, including UAT activities.

• Partner with digital channels to lay out roadmap of customer experience enhancements for 2015 and beyond that better integrate the vendor customer experience into our client's main .com secure session experience.

• Strategize with digital channels partners on how to strategically position this offering on our digital properties, content needed to support offering, and mobile awareness building opportunities.

• Partner with marketing proponents on planning and launch activities as needed in support of launching broadly to a segment of our client's customers in 2015.

• Ensure digital readiness for all components of every customer experience launch/release

• Support any additional digital activities necessary

Basic Qualifications:

- 8+ years’ experience in the digital customer experience arena

- Strong understanding of the consumer credit products, offerings and marketing strategies

- 5+ years’ experience developing digital strategy, roadmaps, and business cases

- Demonstrated success articulating strategy and translating it into action and results.

- Exceptional partnership, collaboration and influencing skills. Demonstrated ability to lead effectively in a matrixed organization, develop partnerships with many business and functional areas, and leverage to drive forward this customer experience opportunity.

- Strong influencer skills. Ability to engage channel and LOB management to create buy-in for goal setting and strategy/tactic development.

- End-to-end thinking - seeks to understand full chain of activities and business economics that impact customer and sales experience, as well as connecting experiences across multiple channels.

- Experience balancing multiple priorities and project simultaneously.

- Strong communication (both written and verbal), interpersonal and team facilitation skills.

- Bachelor's degree; MBA preferred

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