Location: Frisco,TX, USA
Customer Experience (CX) Consultant
As a key member of the Customer Experience (CX) Consultant center-of-excellence team, the Customer Experience (CX) Consultant will advance customer-centric culture throughout the enterprise; plan & facilitate CX workshops; produce journey maps, personas, insights and opportunities; support CX team projects and CX champion partners as needed.
Position Responsibilities:
* Develop journey maps to frame customer experiences and moments that matter for the organization, immersing in our business delivery and engaging customers to identify gaps and recommending opportunities for increasing customer satisfaction.
* Leverage CX insights research and data to inform customer journey maps and experience design briefs, coaching colleagues to drive informed strategic decision-making and action planning.
* Promote engagement and understanding of CX artifacts and associated performance metrics within the organization, including creating visuals/presentations to help illustrate CX concepts and managing content on CXM team intranet site.
* Serve as a CX ambassador engaging with teams as required to: advocate for our customers; promote CX practices and competencies; build relationships with CX champion partners and LOB stakeholders; coach the organization to improve customer-centricity and deliver on the brand promise.
* Plan and facilitate online/in-person workshops guiding cross-functional groups to collaborate and produce valuable insights, personas, journey maps and experience design recommendations; demonstrate methodologies; articulate workshop outcomes to an executive audience.
* Enable success of LOB partner roles in CX improvement opportunity initiatives by supporting their developing competency for leveraging CX practices.
* Inform and support project management of various CXM initiatives, agency partners and team members as required, including CX insights research manager and Voice of Customer program manager.
* Research CX trends in the financial services category and socialize with the organization as relevant.
* Contribute to developing CXM strategy and establishing KPIs for assessing CXM effectiveness.
* Proven track record driving positive change in a complex environment
* Understands and can teach CX methods and tools (e.g. personas, journey mapping, design thinking).
* Aptitude for understanding financial institution products, services and processes as well as how they are experienced by customers (B2C and B2B).
* Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not having direct authority.
Position Qualifications
* Bachelor's Degree from an accredited university or four years of experience in Customer Experience, Marketing, Business Analytics, or other related business field
* 5 years of experience as a Customer Experience professional
* 2 years of experience facilitating and planning journey mapping workshops and implementing CX best practices with business partners
* 2 years of experience utilizing Microsoft Office Products including Excel, Word, and Power Point
Work Best Category: Category C - Days in the office will either be designated days or will vary week to week from 2-5 days
Hours: 8:00am - 5:00pm Monday - Friday
Salary: To Be Determined Based on Individual Experience
About Comerica
We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.
Upon offer, Comerica conducts a comprehensive background and fingerprint check.
NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.
Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.