Customer Experience Manager - Apply and Buy

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Job Summary

The Customer Experience (CX) Manager is a consultant responsible for understanding customer friction within a Value Stream. They partner with stakeholders to define current and future state customer journeys across touchpoints. This role creates a vision for the ideal customer experience by connecting channels (omnichannel) and collaborating with business partners. Focusing on experiences within their Value Stream (e.g., Acquisitions, Payments), they institutionalize a playbook for delivering superior experiences. They contribute to business projects to drive seamless experiences and report on success metrics and KPIs. They understand and address drivers of dissatisfaction and pain points, using insights to define journeys across people, process, policy, and technology. This role partners with the enterprise to create a best-in-class omnichannel experience.

 

Essential Job Functions

• Map omnichannel customer experiences and performance data to understand and improve current state experiences. Partner with Insights, Product Managers, and Operations to define future state experiences. Serve as the program owner creating business cases to help define business value allowing Product to prioritizing features into roadmap for delivery. - (30%)
• Understand customer friction within current processes and experiences to collaborate with colleagues to enhance customer and business value using performance data and customer research within a unified, strategic product development framework. This framework integrates stakeholders and insights to support the discovery of opportunities, focusing on digital but supporting all servicing channels. - (30%)
• Stakeholder on key business initiatives/projects to avoid known friction points and solve new customer issues. Responsible for understanding project goals for seamless interaction. Manage a backlog of opportunities, lead partners through a disciplined framework, and develop business cases and roadmaps. Leverage a story-driven approach to turn insights into strategic recommendations. - (20%)
• ​​Manage Team who monitors journeys for friction points, action any reduction in success rates, and/or drop in NPS​, understand top customer complaints to pull the omnichannel story together. Manage team performance by ensuring goals are tracked, team can make progress toward individual goals, provide coaching and feedback, as well as train the team​. - (20%)

Minimum Qualifications

• High School Diploma or GED.
• 3+ years leading project(s), mentoring and/or coaching experience, demonstrated subject matter expert in department.
• 7+ years experience in a Digital Customer Experience environment with a focus on customer journey mapping and experience re-design.

Preferred Qualifications

• Bachelor’s Degree in Business, Marketing, or related field.
• 8+ years work expertise in consumer behavior & mindset, specifically digital experience and capabilities.
• Deep experience with process mapping/re-engineering tools and methodologies, secondary research and primary research/analysis methodologies pertaining to digital experience.
• Strong understanding of Cobrand Credit Cards, Loyalty/Marketing, and Servicing functions.

Skills

• Customer Experience (CX)
• Customer Insights
• Customer Journey
• Primary Research
• Process Mapping
• Product Development
• Research Analysis

Reports To: Senior Manager and above
Direct Reports: 1
Work Environment

• Normal office environment. (Remote or Hybrid), 3 to 4 days per month are required in office if within 60 miles of a posted Bread Financial location.

Physical and Mental Requirements
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

• Communicate/Hearing
• Communicate/Talking
• Stationary Position/Seated
• Typing/Writing
• Maintain focus in high pressure or fast-paced work environment

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Salary Range (unless otherwise noted below):

$108,300.00 - $196,300.00

Full Salary Range for position:

California: $124,600.00 - $245,400.00Colorado: $108,300.00 - $206,100.00New York: $119,200.00 - $245,400.00Washington: $113,700.00 - $225,700.00Maryland: $113,700.00 - $215,900.00Washington DC: $124,600.00 - $225,700.00Illinois: $108,300.00 - $215,900.00New Jersey: $124,600.00 - $225,700.00Vermont: $108,300.00 - $196,300.00Ohio: $108,300.00 - $196,300.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26.  New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period).  Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period.   Hired associates can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates (except those located in Illinois) receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year. Illinois associates receive 40 hours of Illinois PSST upon hire and at the beginning of each subsequent calendar year and 40 hours of Illinois Paid Leave upon hire and at the beginning of each subsequent calendar year. Illinois Paid Leave must be used before associates in Illinois will be approved to take FTO.

Hired associates will be able to elect the purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.

Click here for more Benefits information.

About Bread Financial®

• Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
• The Company is an Equal Opportunity Employer.
• Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
• The Company participates in E-Verify.
• The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.  Applicants with criminal histories are encouraged to apply.
• The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws.  The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations.  If you need assistance to accommodate a disability, you may request an accommodation at any time.  Please contact the Recruiting Team at [email protected].

Job Family:

Marketing

Job Type:

Regular