Customer Service Representative providing exceptional support to healthcare customers while managing inquiries and orders. Join Fresenius Kabi in a hybrid role located in Lake Zurich, IL.
About the role
- Customer Experience Manager enhancing client experiences across multiple channels at Bank of America. Leading retention strategies and managing survey processes to improve service quality.
Responsibilities
- Support customer experience programs that improve a client's journey through field and centralized teams across digital platforms, servicing teams, and financial centers.
- Design and influence retention strategies and initiatives to increase satisfaction and retention of Business Banking clients, including proactive loyalty-building and reactive save-at-risk efforts.
- Define differentiated treatment strategies and tactics for high-value clients, including Preferred Rewards and BBRM assigned clients.
- Lead ongoing feedback collection efforts from clients and Line of Business partners to understand needs, strengths, and opportunities.
- Manage VOICES and non-VOICES survey processes and reporting in partnership with Enterprise Client Care, including enhancements and monthly performance narratives.
- Analyze extensive VOC data to identify top client pain points, root causes of dissatisfaction, complaints, and attrition, and drive actions to address issues.
- Identify client Critical-to-Quality (CTQ) metrics, assess performance against CTQs, and manage action plans to remediate gaps.
- Execute surveys, client panels, and research; own post-deployment action plans on key themes.
- Manage and continuously improve Business Banking problem handling and escalation processes, simplifying and accelerating resolution for front-line associates.
- Collaborate closely with field sales, call center, and service transformation teams to improve escalation routines and outcomes.
- Ensure onboarding, service, problem handling satisfaction and operational metrics are in place and managed through regular routines and executive reporting.
- Lead, influence, and integrate onboarding experience improvement programs for Business Banking clients.
- Own onboarding VOC analytics and reporting and translate insights into action plans.
- Act as a point of contact to help drive positive client experiences throughout the organization.
- Interface with Enterprise Client Care, call center teams, and service transformation teams on onboarding, concierge, and problem handling initiatives.
- Provide leader/executive reporting, presentation support, and communications; deliver strong executive written communications (decks and emails).
- Handle every interaction as an opportunity to manage risk well and support a positive client experience.
- Demonstrate strong process knowledge, operational excellence, and continuous improvement through data-based decision making.
Requirements
- Background in strategy, data and analytics, digital, client experience functions.
- Demonstrated ability to perform advanced analytics and produce accurate, actionable reporting and insights.
- Proven experience in executive-level written communication, including creating professional presentations, and data visualizations.
- Strong interpersonal and stakeholder management skills, with the ability to partner, support, and influence across multiple teams.
- Practical knowledge of Voice of Customer (VOC) programs and survey execution, including data interpretation and action planning.
- Project and program management expertise, with a track record of managing multiple initiatives simultaneously in both leadership and support roles.
- Ability to work independently, showing initiative and ownership in driving outcomes.
- Management of external VOC partners.
- Hands-on experience in process design and optimization.
Benefits
- This role is currently benefits eligible.
- We provide industry-leading benefits.
- Access to paid time off.
- Resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
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