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Description
Description:
- Director, Customer Experience/Customer Satisfaction Improvement Programs-Financial Services (16678)
Job Description
Director, Customer Experience/Customer Satisfaction Improvement Programs-Financial Services-16678
Description
We are currently seeking a DIRECTOR - FINANCIAL SERVICES CUSTOMER SATISFACTION IMPROVEMENT
Responsibilities:
*
Design and implement customer experience improvement programs.
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Identify drivers of customer satisfaction and assess client performance gaps relative to competitors.
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Determine root cause of performance gaps through analysis of JDPA and client customer satisfaction research, stakeholder interviews, employee surveys, and on-site observations at client branches, call centers, and operations units.
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Work with clients to develop action plans to improve performance.
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Design and implement ongoing measurement tolls, including tracking and mystery shopping.
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Establish and support implementation of management oversight structures, change management programs, communication plans, incentive plans, and training/coaching programs.
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Support achievement of global Financial Services practice revenue and profitability targets, and meet revenue and profitability targets for consulting practices and specific client engagements.
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Retain and expand existing client relationships by meeting client expectations of deliverable quality, improving satisfaction of clients'' end customers, and achieving client business results through improvement programs.
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Secure new business by supporting and/or leading business development efforts, as appropriate.
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Develop non-syndicated products for implementing, measuring, and managing customer experience improvement programs.
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Provide thought leadership for the industry by contributing to syndicated study design and delivery, writing articles / white papers, and presenting at conferences.
Qualifications
Required:
* Bachelor''s Degree
* 7 - 10 years job relevant experience
* Advanced ability to establish and maintain effective client relationships
* Experience implementing customer satisfaction improvement programs, preferably at financial institutions, as an employee or consultant
* Experience analyzing customer research, setting up measurement systems, conducting root cause analysis, and facilitating action planning sessions
* Performance management of customer satisfaction, such as establishing measures, setting targets, linking to incentives
* Advanced sales skills
* Advanced ability to obtain customer information and feedback to improve products, assess the cost/value implications and make recommendations in the best interest of the client and JDPA
* Advanced communication skills (written and verbal); presentation skills, leadership skills; team-builder/collaboration skills; negotiation skills; and interpersonal skills
* Advanced financial management knowledge, understanding of how to read JDPA financial statements at a project level
Benefits
Regular full-time employees of The McGraw-Hill Companies routinely receive the following benefits:
* Medical, Dental, Vision insurance, Flexible spending accounts with company contribution
* 401K with company matching, long-term and annual incentives, stock purchase program
* Many work/life benefits such as low-cost emergency child- and elder-care, parental leave for birth or adoption, flexible work arrangements, volunteer opportunities, employee assistance programs, tuition reimbursement, employee discounts, and much more
About the Company
Can you channel the Voice of the Customer? Join J.D. Power and Associates, a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company''s quality and satisfaction measurements are based on responses from millions of consumers annually. Help us inform people about the choices they make, and show businesses how they can better meet consumers'' needs. J.D. Power and Associates is a division of The McGraw-Hill Companies.
The McGraw-Hill Companies (NYSE: MHP) is a Fortune500 corporation with over 20,000 global employees and over 10,000 U.S. employees. Around the world, McGraw-Hill provides people with the information and insights they need to adapt and grow in changing times. Our business spans the fields of financial services, education, and business information with leading brand names such as Standard & Poor''s, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world.
The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual.
Schedule
Full-time
Primary Location
US-IL-Chicago
Job Type
Analytical/Research
Organization
J.D. Power and Associates
Corporate Brand
J.D. Power and Associates
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Details:
Job Id:
33479755
Posted / Updated:
2/14/2012 3:53:23 AM
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