Customer Service Technician at Affinity Water managing below ground network operations and ensuring quality customer experience in Bushey. Reporting and investigating enquiries while preserving water quality and regulatory standards.
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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Customer Service Technician ensuring water quality and customer satisfaction by managing below ground networks for Affinity Water. Responsible for investigations and operational decision - making in Harlow.
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