Customer Segmentation & Experience Owner

Customer Segmentation & Experience Owner

Requirements

• Bachelor’s degree in business (Finance, Accounting, Real Estate, etc.) or other relevant degree.
• Effective team player with ability to work in a fast-paced, highly collaborative environment.
• Analytical skills – critical thinking, data and information analysis, research, and problem solving.
• Organizational and time management skills.
• Collaborative team player with excellent attention to detail and ability to quickly adapt to changing environment and systems
• Excellent written and verbal communication + interpersonal skills with the ability to present internally and externally
• Ability to perform effectively in an ever-evolving environment and successfully address multiple, high-priority matters in a fast-paced situation
• Proficiency in PowerPoint, Word, and Excel.

Responsibilities

• Drive the consumer segmentation strategy and execution to ensure customers are mapped to correct line of business and segments to deliver a best-in-class value proposition to the customer and create value to the firm
• Own customer and account re-alignment and portfolio optimization to improve customer experience and also platform efficiency
• Develop and drive referral and cross-engagement processes with business partners across LOBs to facilitate customer growth
• Leverage data and analytics to define behaviors that help deepen customer relationships, improvement touchpoints, enhancing product recommendation
• Create and maintain customer personas on an ongoing basis
• Oversee and analyze customer feedback from a variety of sources
• Manage the consumer VOC program through relational surveys (via Qualtrics)
• Perform customer, product, and feature experience analysis as needed.

Preferred Qualifications

No preferred qualifications provided.