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Director, Customer Experience Service & Engagement Job in Westerville, Ohio US

Director, Customer Experience Service & Engagement

Bread Financial Payments Inc - Westerville, OH

Posted: 4/17/2024 - Expires: 5/17/2024

Job ID: 272477006

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Job Description

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Job Summary

The Customer Experience team is responsible for driving profitable customer and product strategies across all channels, helping to drive a seamless experience in acquiring, onboarding, servicing, and retaining the right customers to drive meaningful engagement, profitable economics, and delivering key P&L metrics. This includes current and future state customer journey mapping, E2E experience articulation, journey insights to understand how customers are engaging with us and opportunities to improve, organizational influence through business case development, product growth strategies to drive the next generation of our business, and research to support knowing who are customers are to inform the solutions and capabilities we bring to market, how marketplaces are evolving, and helping to position Bread Financial to win in Customer Experience.

The Director of CX is an internal consultant who will partner with Product Owners to define current and future state journeys for Customer touchpoints creating a clear and inspiring definition and vision for the ideal customer experience across all channels and point of sale touchpoints, while connecting these experiences to other channels in partnership with our CARE team (IVR, Customer Service, Collections, Account Protection/Fraud, Disputes, Marketing and Communications, etc...). This role will primarily focus on leading the team that will be responsible for our Servicing and Engagement experiences. This leader will help institutionalize and influence product development playbook to cement our ability to deliver superior experiences consistently. They will understand and own drivers of dissatisfaction and pain points and use these insights to define seamless end to end journeys across people, process, policy, and technology in partnering with the enterprise to create a best in class omni channel experience. As part of the omni-channel experience this role will support front line readiness to ensure the ability to understand and serve all new digital features and functions in partnership with CARE. This person will also be responsible for partnering closely with Finance and EDS&A (Enterprise Data Science and Analytics) to build business cases and influence investment. This leader and their team will maintain sizing and prioritizing across Engagement and Servicing helping the organization to best understand where to invest to deliver the greatest benefit for the business and achievement of in year and long range cost, revenue, and experiential targets. This leader will also support and partner across the organization with new business, fraud, risk, legal & compliance, and digital to assist in winning and delivering on new business objectives.

The incumbent in this role is experienced and versed at process mapping current state customer experiences and corresponding customer and business impacts across behavioral, operational, financial, and experiential insights while cross sectioning this with customer research (partnering intra-team with CX Capabilities and Insights) to provide the holistic view of "as is". This leader should have experience in digital servicing with a background in analytics, and but equally grounded in omni-channel servicing and engagement to include IVR, and Call Center, In-Store experiences, and Marketing/Servicing Communications. Additionally this role will translate current state into future state while partnering cross-functionally with CX Capabilities and Insights, Digital Product Managers, UX Research and Design, and Customer Care as they serve as the program owner for defining future state experiences and leading sizing and prioritizing the features and functions to deliver. This leader will execute the delivery by ensuring the consistent framework with Business Delivery Office that is followed across all product development and management, ensuring our experiences are grounding in customer, competitive, researched and internal transactional intelligence.

Job Description

Essential Job Functions

Process Mapping : Ability to understand and map customer experiences, use corresponding performance data (behavioral, experiential, and financial) to not only understand current state experiences, but also their impact on the customer and business. Partnership with Product Owners and Managers as well as UX Research and Design is key to building best in class experiences.

Process Re-Engineering and Customer Experience Re-design : Redesign existing processes and experiences to drive customer and business value leveraging performance data and customer research within a consistent, strategic product development framework that brings together all stakeholders and insights to support "discovering" opportunities grounding in digital, but supporting all servicing channels.

Internal Management: Leads workshops cross functionally (Customer Care, Collections, Account Protection, Enterprise Data Science and Analytics, Technology, etc...) in a consultative manner, bringing together key constituents across the business as it pertains to Acquisition, Engagement and Servicing to ensure a holistic view on opportunities, which are primarily focused in Digital. Partners with Customer CARE on what to deliver and when to ensure alignment on business value (cost vs revenue) and experiential connectivity across servicing channels.

Manages : Manages and curates a backlog of opportunities aimed at improving digital customer experiences to include pain points, building for parity, and designing for the future.. Leads partners through a disciplined framework involving competitive intelligence, internal insights, and primary/secondary research to establish a fact base grounded in data. Leverages a story-driven approach to turn insights from the team into strategic recommendations for the business. Integrates diverse information across data sources to form a perspective to support business needs, including tying Voice of the Customer, Digital performance, call volume, and complaints data to customer behavior, research, and cost/revenue impacts and conducting other analyses. Works with functional area business counterparts to develop business cases and roadmaps.

Reports to: VP, Digital CX and Journeys

Working Conditions/ Physical Requirements:
  • Normal office environment. Required to work from the office at least 5 days each month even if hired into a work-at-home or hybrid role; in-office work requirement can be accomplished by working from a Bread Financial office, a client location if you are in a client-facing role, or other necessary business-related travel.
  • Ability to travel 25% of time if not located near Bread Financial office


Direct Reports: up to 5 in target state

Minimum Qualifications:
  • Bachelor's Degree in Business, Marketing, or an equivalent related educational background
  • 15+ years work experience required in a Digital Customer Experienc e environment with a focus on customer journey mapping, experience re-design, business case formation, and a data driven, customer led approach with a track record of financial and experiential delivery.
  • Experience in serving as a "go-to" internal experience leader and bringing together cross functional resources across the enterprise to elicit insights to provide a full and complete understanding of current state opportunities. Experience in working with research teams to obtain primary customer insights to help provide perspective on current state problems and future state opportunities.
  • Strong understanding of CoBrand Credit Cards, Loyalty/Marketing, and Servicing functions and their interconnectivity as it relates to Digital and End to End Customer Experience. Experience and a track record of building and leading high performance teams in a fast paced, changing environment to meet and exceed business objectives.


Preferred Experience:
  • Master Degree in Business, Marketing, or an equivalent related educational background, or equivalent experience
  • 20+ years or more work expertise in consumer behavior & mindset, specifically digital experience and capabilities, including demonstrated success improving in-store and POS lending experiences, primarily within acquisition. Deep experience with process mapping/re-engineering tools and methodologies, secondary research and primary research/analysis methodologies pertaining to digital experience. Ability to work independently and with various work teams. Experience in retail, consumer behavior or financial services. All above minimum qualifications.


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.

Typical Starting Range:
$134,400.00 - $278,200.00

Full Salary Range for position:
California: $154,500.00 - $347,700.00

Colorado: $134,400.00 - $292,100.00

New York: $147,800.00 - $347,700.00

Washington: $141,100.00 - $319,900.00

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

At Bread Financial, you'll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We've been consistently recognized as a best place to work nationally and in many markets and we're proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled-both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread FinancialTM is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread CashbackTM American Express Credit Card and Bread SavingsTM products.

Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices.

  • 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 TaOps@breadfinancial.com .


Job Family:
Marketing

Job Type:
Regular

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
No
Education Level:
High school graduate
Work Days:
Sun, Mon, Tue, Wed, Thu, Fri, Sat
Job Reference Code
R1009561
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
Applied Math: 5
Graphic Literacy: 5

Workplace Documentation: 4