Head of Method and Tooling responsible for transformation methodologies and standards at a talent consultancy in the insurance sector. Leading continuous improvement efforts and stakeholder collaboration.
About the role
- CX Product Manager at Bread Financial driving customer and product strategies for customer engagement. Collaborating with partners to enhance solutions and ensure seamless customer journeys.
Responsibilities
- map customer journeys, understanding engagement, and identifying improvement opportunities
- develop business cases, growth strategies, and market research to enhance customer solutions
- collaborate with business partners to define ideal customer experiences and address pain points
- ensure front-line readiness to support new digital/mobile features in partnership with Operations
Requirements
- High School Diploma or GED
- 5+ years experience working in a Customer Experience environment with a focus on voice of the customer, customer experience, journeys, session recording and a data driven customer led approach with financial and experiential delivery.
- Bachelor’s Degree in Business, Marketing, or related field of study (preferred)
- 8+ years experience working in a consumer behavior & mindset, specifically Customer Experience and capabilities (preferred)
- Experience working with research teams to obtain primary customer insights
- Experience with Cobrand Credit Cards, Loyalty/Marketing, and Servicing functions and their interconnectivity as it relates to the End-to-End Customer Experience (preferred)
Benefits
- medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability)
- Six weeks of 100% paid parental leave for eligible parents
- 401(k) plan
- 11 paid holidays
- Flexible Time Off (FTO) program
- 80 hours of Paid Sick and Safe Time (“PSST”) upon hire
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