About this role

Develop and implement advanced strategies to enhance the Customer Experience Issue Management program
Conduct thorough analysis of customer experience issues, identifying root causes and recommending actionable solutions
Collaborate with various departments, including Risk, Compliance, Audit, and Business Partners
Establish and monitor key performance indicators (KPIs)
Engage with internal and external stakeholders
Perform cost-benefit analyses
Develop clear and concise communication plans
Lead and mentor junior team members

Bachelor's degree or advanced degree (where required)
5+ years of experience in a related field
In lieu of a degree, 7+ years of experience in a related field
Proven experience in a strategic advisory role, preferably within customer experience or issue management
Ability to analyze complex situations, make informed decisions, and identify innovative solutions to challenging problems
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Experience with performance metrics and data analysis tools
Ability to manage multiple projects and priorities in a fast-paced environment
Strong organizational skills and attention to detail

Medical, dental, and vision coverage along with numerous health and wellness programs
Parental leave and support plus adoption and surrogacy assistance
Career development programs and tuition reimbursement for continued education
401k match

Senior Strategic Advisor, Customer Experience

Key skills