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VP Client Experience and Digital Strategy

Company: Farm Credit Bank of Texas
Location: Lakeville
Posted on: May 4, 2020

Job Description:

This position is responsible for facilitating ownership of client experience excellence throughout the organization, aligning it with strategic client segments' expectations and goals for seamless, transparent and frictionless experiences that sustain mutual growth. Leads the Client Experience team to create and implement strategies designed to improve the client experience, including digital satisfaction and conversion. By blending web analytics, client insight and UX/UI best practices, the incumbent is responsible for developing strategies which deliver outstanding digital client experiences. Leverages excellent communication, planning and implementation skills to develop effective partnerships with a broad range of stakeholders and ensure that these strategies are executed effectively. As a client experience expert and advocate, the incumbent will advise stakeholders, and the broader organization, on all aspects of the client experience.This is a new position for Compeer which will help shape our segmented client journeys and user experience. The successful candidate will build and lead the client and digital experience strategy. This individual will hire a team and partner internally to identify, develop, and execute the overall interactive experience and help build and enhance the digital platform for clients and prospects.--Essential Functions:Develops and deploys the organization's client experience strategy, including characterization of strategic client segments and implications for charters and roles throughout the organization and systematic collection and application of client experience insights for strategic advantage and growth.Creates, delivers and manages the strategies and plans for continually improving the digital client experience, client engagement, satisfaction and conversion metrics.Works with our market-focused teams and the broader business to define and evolve critical client journeys that will drive demand, grow the business and influence cross-company consensus on how to deliver the best value to clients.Works closely with marketing communications, human resources strategy, legal, finance, IT, business process improvement and sales leadership to jointly embed and facilitate client experience excellence ownership and alignment.Establishes and rolls-out the company's client experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.Develops an efficient portfolio of client experience insights and analytics that provide an integrated single view of each client, a 360-degree view of client experience for each segment, a rewarding experience for participants and reports that compel strategic action systematically across the organization.Develops client experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of client lifetime value.Actively seeks website and client data and insight to drive informed understanding of how clients use digital interfaces and what improvements could be actioned to improve the digital UX experience.Remains keenly aware of new consumer behavior, monitors competitive and market trends to drive new features and work closely with the sales and client service teams to develop innovative digital and non-digital solutions for marketing Compeer's products.Champions the brand; serves as a role-model for the vision, mission and values of the organization. Supports Compeer's strategic initiatives.Actively leads the development of strategies to enhance client experience across all segments while collaborating with key senior leaders.Keeps abreast of industry best practices. Identifies and executes efficient and effective practices that enhance the team's value.Influences key leadership to challenge conventional practices and instill client insights into the decision making processes.Continually tests and tracks journeys and propositions to ensure they are driving the correct behavior and delivering optimal UX results. Produces growth plan to drive results and recovery plans if performance is not meeting expectations.Minimum Qualifications & Required Knowledge, Skills and Abilities:Bachelor's degree in business administration, finance, economics, agribusiness or related field or an equivalent combination of education and experience sufficient to perform the essential functions of the job.10+ years of experience in developing and delivering digital and other client experience strategies.Three to five years of leadership and management experience preferred. Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.Proven ability to manage diverse efforts' synergies.Experienced in navigating ambiguity and change with an entrepreneurial mindset.Track record of client-centric decision making.More than two client management roles previously, such as voice of client, experience design, client care, client intelligence, client loyalty.Strong background in client research and analytics techniques, client strategy, process improvement, human-centered design and performance management.Passionate about digital and client experience; aware of the latest digital trends and acts an advocate.Innovative, with a track record of challenging the status quo.Resourceful and proactive, with strong, creative problem solving skills.Demonstrable expertise in UX and UI, digital content management and site optimization techniques, preferably at both a strategic and operational level.Proven experience of using data to drive your decision making, create plans an affect change.Excellent organizational skills, able to create plans, manage projects, working to deadlines and changing priorities.Strong track record of creating and delivering strategies and plans.Strategic and innovative.Leadership skills to select, evaluate, engage, motivate, mentor, train, delegate, reward and lead remote team members.

Keywords: Farm Credit Bank of Texas, Lakeville , VP Client Experience and Digital Strategy, Executive , Lakeville, Minnesota

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