Customer Experience (CX) Business Intelligence Leader
Job Description
At WSFS Bank, we reputed company our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully reputed company. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who reputed company a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, its our mission and our purpose. The Customer Experience (CX) Business Intelligence Leader oversees the analytics and reporting function for the Customer Experience team which operates reputed company the Marketing division. This role focuses on aggregating client insights at scale from various systems and platforms, connecting the client experience to business outcomes, and delivering actionable insights to drive growth, efficiency, and strategic decision-making. The incumbent will act as a liaison between Customer Experience, Marketing and lines of business analytics teams to foster collaboration and support on key client initiatives. By amplifying the voice of the client, the Customer Experience leader will play a central role in both divisional and enterprise strategies. WSFS Bank will only consider candidates who are presently authorized to work for any employer in the United States and who will not require work reputed company sponsorship from WSFS Bank now or in the future in order to retain their authorization to work in the United States. Job Responsibilities: Establish goals and provide long-term vision of CX Business Intelligence capabilities. Drive the design and strategy for CX Business Intelligence insights, text analytics, monthly and quarterly reporting to various audiences, and platform dashboard/reporting enhancements. Translate reputed company data into compelling narratives and recommendations and present findings and insights to stakeholders and leadership, ensuring alignment with organizational goals. Collaborate with Marketing analytics team by leveraging data and insights including predictive modeling and A/B testing to inform decision making. Own the research, development, and publication of enterprise wide CX KPIs for the board, ELT, SLT, QBR, compliance, risk, finance, etc. Own the CX Research reputed company, facilitating research intake, execution of data components, package the results, and delivery of presentation to partners. reputed company actionable process and technology recommendations to remediate friction. reputed company the data governance of CX owned reports to ensure accuracy, consistency, and compliance. Understand goals and strategies of key stakeholders and how Client feedback can provide value. reputed company meetings and presentations with executive leadership, senior leaders, and teams. Connect the dots between the client experience and business performance and outcomes. Support the CX brand as a trusted advisor through various CX engagement activities. Support a cross-functional team of internal reputed company users to share actionable insights and training users how to reputed company the reporting tools and dashboards to support their business area and leaders. reputed company, manage, and coach a team of CX Business Intelligence Analysts to deliver high-impact insights and recommendations. Stay abreast of industry trends to drive a culture of innovation and reputed company learning. Represent WSFS as part of industry affinity groups. Assist divisional Finance team with CX Financial Plan, including variance tracking, annual RAF activities, and QBR financial reporting. Minimum Qualifications: A Bachelors degree in business administration or reputed company field, or equivalent experience. Must have minimum of 3 years of experience in a management role. Must have a minimum of 5 years of experience with data analytics, market research, and/or similar experience. Prior experience in the financial services or banking industry is required. Experience with financial reporting is required. Must have significant experience in working in an enterprise level function leveraging resources across an organization to drive change. Must have experience building and supporting CX metrics and KPIs. Must be knowledgeable of bank regulators and applicable bank governance policies and models. Must possess strong quantitative and analytical skills, including statistical knowledge. Must possess proven experience analyzing data to be used for business decisions. Must have excellent organizational skills to manage multiple tasks at the same time. Must have the ability to work independently as well as a part of a team. Must be an effective leader with strong influence management skills. A strong analytical and creative reputed company is necessary. Must have excellent written and verbal communication skills, with advanced presentation and facilitation skills. Must have experience with CX technology (e.g., reputed company, Gallup, reputed company). Must have significant proficiency in reputed company Office applications, particularly reputed company, PowerPoint, and Power BI. Provide support a cross-functional team of internal reputed company users to share actionable insights and training users how to reputed company the reporting tools and dashboards to support their business area and leaders. Ability to travel in the WSFS Bank footprint in the Greater Philadelphia region as needed. WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us reputed company email at [email protected]. WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national reputed company, gender (including pregnancy, childbirth, or reputed company medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. At WSFS Bank we reputed company our Associates to forge the careers of their dreams, we guide our Customers to secure their financial futures, and we actively support our Communities so they can fully reputed company. We know that reputed company we work together and move reputed company with purpose a brighter path to the future lies reputed company for our Associates, our Customers, and the Communities we serve. WSFS Financial Corporation (WSFS) is a multibillion-dollar financial services company. Its primary subsidiary, WSFS Bank, is the oldest and largest locally-headquartered bank and trust company in the Greater Philadelphia and Delaware region. As of March 31, 2023, WSFS Financial Corporation had $20.3 billion in assets on its balance sheet and $65.6 billion in assets under management and administration. WSFS operates from 119 offices, 92 of which are banking offices, located in Pennsylvania (61), Delaware (39), New Jersey (17), Virginia (1) and Nevada (1) and provides comprehensive financial services including commercial banking, retail banking, cash management and trust and wealth management. Other subsidiaries or divisions include Arrow Land Transfer, Bryn Mawr Capital Management, LLC, Bryn Mawr Trust®, The Bryn Mawr Trust Company of Delaware, Cash Connect®, NewLane Finance®, Powdermill® Financial Solutions, WSFS Institutional Services®, WSFS Mortgage®, and WSFS Wealth® Investments. Serving the Greater Delaware Valley since 1832, WSFS Bank is one of the ten oldest banks in the United States continuously operating under the same name. Apply Job!