Manager Client Experience (CX) & Insights Job Listing at City National Bank in New York, NY (Job ID 10639-1)

Description

MANAGER, CLIENT EXPERIENCE (CX) & INSIGHTS, SVP

WHAT IS THE OPPORTUNITY?

The SVP and Manager of CX and & Client Insights is responsible for driving a customer-centric strategy, leading a cross-functional team, and leveraging data to optimize client experiences and inform business decisions. Dedicated to catalyzing a culture of client-centricity within City National Bank, this role oversees a CX and Client Insights team that partners daily with the lines of business, Marketing and Product/Design teams, and collaboratively across the broader CNB organization. This individual procures strategic and actionable client insights and recommendations to support business objectives and decision-making and effectively socialize them throughout the organization. In addition, this role will begin to bring a discipline of co-creation to the organization by leveraging CX strategies and new digital customer insight communities to gain customers feedback and insight on everything from marketing to strategic direction. Ultimately, this "change agent" will define, evangelize and implement a "client and prospect first" approach that complements and enhances CNB's unique culture and strengths, with an eye toward optimizing business results and maximizing the current and prospective client experience.

What you will do

• Develop and Implement CX Strategy
• Define and execute CX strategies aligned with business goals, ensuring all client touchpoints are optimized for satisfaction and loyalty.
• Conduct customer journey mapping to identify opportunities for improvement.
• Lead a Cross-Functional team.
• Collaborate with marketing, sales, product and customer service teams to ensure consistent client experience.
• Motivate and empower colleagues to deliver exceptional client experiences.
• Data-Driven Insights.
• Analyze client data and feedback to identify trends, patterns and areas for improvement.
• Use insights to inform CX strategies and prioritize initiatives.
• Create reports and presentations to communicate insights to stakeholders.
• Measure and Improve CX Performance.
• Establish key performance indicators (KPIs) and track CX performance.
• Regularly monitor and analyze data to identify areas for improvement.
• Implement and track the impact of CX initiatives.
• Foster a Customer-Centric Culture.
• Promote a culture where all colleagues are focused on delivering exceptional client experiences.
• Lead by example and champion customer advocacy.
• All City National products, financial solutions and services are to be provided ethically and with integrity in a manner that is consistent with the client-first culture and values embodied in City National's PRIDE statement.

Must-Have*

• Bachelor's Degree or equivalent
• Minimum of 8 years' experience in marketing, client experience (CX) & consumer insights
• Minimum of 5 years' experience with quantitative and qualitative research
• Minimum of 5 years of experience with Design Thinking methodology
• Minimum of 5 years of management experience

Skills and Knowledge

• Bachelor's degree or higher in a related field (e.g. marketing, business, analytics).
• Proven experience in customer experience management, client insights, and data analytics
• Strong analytical and problem-solving skills.
• Superior communication skills - written, PowerPoint, in-person, with ability to explain data insights findings and "what it means" in a concise and easy to digest manner
• Ability to translate data into actionable insights and strategies.
• Knowledge of customer experience methodologies and tools.
• Experience with CRM and other customer-facing tools.
• Demonstrated ability to work effectively, both independently and collaboratively in an atmosphere of multiple projects and small teams
• Excellent organization and prioritization skills
• Demonstrated knowledge of performance metrics reporting, scorecards and dashboarding
• Data visualization experience and know-how
• Working knowledge of consumer, commercial and private banking and financial products is a plus.
• Experience working with outside business partners, including technology vendors and consultants
• Understanding of customer research platforms

Compensation

Starting base salary: $127,626 - $237,014 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonuses and/or commissions.

*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Benefits and Perks

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks.

ABOUT CITY NATIONAL

City National Bank, a subsidiary of Royal Bank of Canada, is the largest bank headquartered in Los Angeles with $92.03 billion in assets as of April 30, 2024. Founded in 1954, City National provides personalized banking, investment and trust services in select markets including Los Angeles, Orange County, San Diego, the San Francisco Bay Area, New York City, Nashville, Atlanta, Delaware, Las Vegas, Washington D.C. and Miami. * In addition, the company and its investment affiliates manage or administer $96.83 billion in client investment assets. City National is dedicated to strengthening communities, and in 2023 alone, the company made more than $11 million in charitable contributions to nonprofits that support the communities it serves.

*City National Bank does business in Miami and the state of Florida as CN Bank.

For more information about City National, visit cnb.com.

EQUAL OPPORTUNITY EMPLOYER & REASONABLE ACCOMMODATION
City National Bank is an equal opportunity employer committed to promoting and maintaining a diverse, equitable and inclusive working environment where differences are valued and encouraged. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by the laws or regulations in the locations where we operate or in our Code of Conduct. READ MORE

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for any part of the employment process. Please contact us via email or leave a message at (213) 673-9139. These contact methods are dedicated to applicants whose disability prevents them from successfully applying online. Only messages left for this purpose will be returned. Responses may take up to two business days.