High Performance Growth Customer Experience Expert

«out The Role The High-Performance Growth (HPG) Customer Experience Expert is responsible for insight, perspective, guidance, training, delivery, review and feedback for the internal/external customer experience. Will provide direct training to employees in core skills, deposit products and services. Will oversee the High-Performance Growth (HPG) program and will identify opportunities through tracking, analyzing data, direct observations, testing, mystery shops etc. Will address quality issues through training, both individually and in group settings. This position requires a high degree of self-direction, tact, diplomacy, and a clear, courteous, and professional manner when dealing with internal and external customers. DUTIES AND RESPONSIBILITIES: Consistently communicate the values and promote the culture so that all personnel understand the values in action. Develop, deploy, and maintain the bank's customer experience strategies throughout all departments. Assure that the vision for customer experience excellence is aligned with strategic goals and consistent throughout all customer touch points. Facilitate ownership and buy-in of customer experience excellence throughout the bank. Ensure that all leaders have a clear understanding of the bank's vision and goals for the experience and of what their role is in maintaining those expectations. Utilize research, surveys, focus groups, and journey mapping to gain an understanding of best practices from both the customer and employee perspective and to assure the experience meets expectations. Maintain strategic feedback channels to assure the experience remains simple, effective, and relevant. Responsible to know and understand the HPG program and First Security Bank services well enough to act in a training capacity. Knowledgeable enough to be seen by peers and supervisors as the source of information regarding the program and as a support person to help them reach their expected goals. Must be able to analyze and communicate data pertinent to the HPG program to Chief Operations Officer, Branch Presidents, Operations Managers, and front-line employees. Maintain established tracking programs that indicate the success level of the program. Must be able to identify and develop other tracking and evaluating tools as needed. Responsible for coordination with the Training Department, Human Resources, Operations, Branch Management, and front-line employees to achieve results. Responsible for identifying areas that need support and offer recommendations and solutions to adjust the situation. Responsible for the coordination of problem solutions. Responsible for the coordination, design and implementation of employee incentive programs, regular employee challenge events, recognition events regarding HPG, etc. Responsible for the HPG budget recommendations and keeping the program expenses within budgetary guidelines. Responsible for programs and communications that keep the employees informed, energized, and motivated, including updating intranet. Responsible for quarterly meetings for all identified employee groups. Responsible for coordinating regular