Senior Manager, Client Experience Insights in Cleveland, OH at Key Bank- Corporate

Date Posted: 4/16/2018

Job Snapshot

  • Employee Type:
  • Location:
    1360 West Mall Drive
    Cleveland, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Job Description:
At KeyBank, our goal is to build a culture that is fanatical about ensuring clients are successful when leveraging Enterprise Commercial Payments’ (ECP) treasury products and solutions. The Client Success Effectiveness team is responsible for bringing this vision to life by designing, monitoring, and continuously improving all aspects of our clients’ post sales experience with ECP. The ultimate outcome is to ensure clients are successful in achieving the value they expected by doing business with us, and becoming advocates of KeyBank in the process. This will only be accomplished by changing our culture and processes to reduce customer effort, eliminate internal inefficiencies, and freeing capacity to take a more proactive approach towards servicing.
The Client Experience (CX) Insights Manager will contribute to the growth and profitability of ECP by revolutionizing our client experiences, designing ideal customer journeys based on deep customer insights to deliver outcomes that drive high satisfaction, strong retention, and cross-sell. In addition, the CX Insights manager will collaborate with business leaders across ECP to infuse client centricity throughout and penetrate the voice of the customer in the delivery of the customer experience by providing actionable customer insights to fuel innovations in our processes and procedures and ensure a seamless and engaging experience for our clients and employees.
Essential Job Functions:
  • Champion a deep understanding of client behavior, segmentation, pain points, and risks across ECP via management of a comprehensive end to end feedback loop to define client experience opportunities and help drive loyalty, retention, and cross-sell.
  • Responsible for client satisfaction and loyalty, including management of the Net Promoter Score (NPS) survey and results. Leverage results to identify strengths and opportunities to develop a robust strategy and action plan.
  • Develop and own the voice of client program for ECP to create a constant inflow of client feedback to monitor progress and assess opportunities on an ongoing basis, including creation and administration of a complaint management framework for ECP.
  • Establish quantitative and qualitative research methods and strategies, coordinate research efforts, and present findings that will inform improvements in the client experience.
  • Regularly monitor the competitive landscape to understand and document best practices, ongoing innovation, and industry benchmarks.
  • Develop and produce concise reports and presentations to be shared at all levels of the organization with insights based on all feedback, surveys, and reports. In addition, recommended actions to inform business decisions and improve the client experience.
  • Define & optimize the customer lifecycle through journey mapping and customer segmentation strategies, including designing end to end experiences that keep clients engaged through impactful interactions.
  • Collaborate with internal partners to create optimal user experiences to create solutions that satisfy and engage our clients.
  • Manage a team of 2-5 employees.

Job Requirements:
  • Bachelor’s Degree with equivalent work experience.
  • Minimum 5-7 years professional experience with a focus on the Customer Experience.
  • 3+ years management experience.
  • Expertise in the Customer Experience (CX) discipline with demonstrated ability to:
    • Oversee an end to end feedback loop with
    • Understand and value customer touch points in order to optimize and design ideal state experiences with customer journey mapping
    • Develop customer segment strategies and value propositions that drive business results
    • Understand customer needs / behaviors and develop actionable customer insights
    • Manage and develop experience design strategies
  • Experience with key customer satisfaction / perception metrics like NPS and VOC, including their analysis and application.
  • Experience in developing and facilitating market research.
  • Ability to consolidate all feedback and summarize into actionable insights.
  • Strong client facing communication skills with a focus on building collaborative relationships and the ability to promote inclusion of diverse knowledge, skills and experiences to achieve results.
  • Exceptional communication skills, both written and verbal, with a proven ability to effectively partner with peers and senior management in driving change.
  • Demonstrated horizontal collaboration across multiple stakeholders with internal partners including technology, operations, onboarding, servicing, finance, sales, legal, compliance, and other internal and external partners including vendors, to develop consensus within the organization and to coordinate resources to support solution development and management.
  • An ability to champion change, influence others, and foster teamwork.

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Corporate Bank is a full-service corporate and investment bank focused principally on serving the needs of middle market clients in seven industry sectors: consumer, energy, healthcare, industrial, public sector, real estate, and technology. Key Corporate Bank delivers a broad product suite of banking and capital markets products to its clients, including syndicated finance, debt and equity capital markets, commercial payments, equipment finance, commercial mortgage banking, derivatives, foreign exchange, financial advisory, and public finance.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

JobID: 28150BR