Customer Advocacy Specialist

Financial Services



Responsibilities:Create?a powerful customer experience and ensure a high quality and consistent level of service across our customer base.?Drive?requirements for a seamless customer experience during a major systems migration.? Improve?end-to-end customer processes and develop cost-effective strategies for serving customers' unmet needs.? Working closely with Marketing, drive the development of strategic customer segments and develop segment business plans, which will include recommended value propositions and service delivery models.? This position will reside in Charlotte, NC or Denver, CO and will require moderate travel.

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Requirements:

Bachelors' Degree and 7-10 years of demonstrated experience in developing business strategies to create a superior customer experience.

This position requires prior experience managing customer expectations and driving business requirements in an organization that has gone through a major system transition or migration.

Comprehensive knowledge of financial services.? Strong focus on customer segmentation and customer service.

Direct customer experience with financial services products, including retirement, mutual fund, and life insurance is preferred.

Database development, data mining, and analytical skills.? Detail-oriented; results-driven, and strong follow-up skills.

Experience in leading projects through execution, understanding work processes, and facilitating discussion groups.

Self-starter, innovative and creative.? Proven ability to think strategically yet able to translate conclusions into tactics.

Sound decision-making, judgment, and communication skills.? Strong presentation skills.

Six Sigma experience a plus