The Client Engagement Analyst is responsible for strategic development and ongoing administration of the client feedback program. This role supports initiatives to develop positive client experiences by collecting sentiment and satisfaction measures at moments that matter throughout their journey. Ensures application and processes align with bank strategic goals. Utilizes customer experience data, market research and customer relationship platforms/applications to help develop strategic recommendations.
Location: This role is open to remote work within the Washington Trust Bank footprint of WA, ID and OR. You will work primarily as a remote employee from your home office. Occasional travel may be required based on business need.
Essential Functions:
- Develops, implements, and administers customer experience survey programs, working closely with business unit leadership to provide actionable analysis in support of work process and customer service improvement initiatives.
- Manages and configures all aspects of feedback system to include online surveys with complex logic flows, invitation emails, data import automation and message distribution workflows, and respondent follow-up routing to multiple support departments and business lines.
- Coordinates company data to develop workflows triggering event-driven feedback channels for prospective and current clients and employees.
- Define, track and report on key performance indicators (KPIs) related to customer experience, including Net Promoter Score (NPS), and other feedback metrics.
- Utilizes and stays up to date on best practices on crafting survey instruments to yield actionable data informing initiatives aimed at improving sales and service operations, product development and company culture.
- Manage system administration to fully document process flows, develop testing plans for new configurations, and monitor system performance and stability.
- Acts as the primary contact with vendors and third parties for products or services, enhancements and assists with contract review.
- Develop reporting dashboards to monitor CX KPI’s.
- Establish and maintain system user profile settings and provide user support and training.
- Maintains system data integrity using best practices for data cleansing, enriching and archiving.
- Partners with business line leaders and IT on dashboard and process reporting statistics.
- Interfaces and communicates regularly with Mortgage, CRC, Retail Banking, PMO, IT, ORM and other departments as needed for feedback management.
- Collaborates with the Vendor Management Team to oversee and maintain vendor relationships.
- Leads and coordinates system changes and enhancements.
- Identifies and resolves issues that may impede system enhancements.
- Manages configuration, analysis, and test to ensure quality assurance.
- Participates in special projects or duties as assigned.
- Performs compliance and risk management duties as required or assigned.
- Regular, reliable attendance is required.
Qualifications
- Bachelor’s degree in business administration or related field preferred.
- 2 plus years of experience with CX/EX administration to include process documentation, system configuration and end user support.
- 2 plus years of experience configuring and analyzing results of customer feedback systems.
- Demonstrated high level of organizational and analytical skills, strategic thinking and ability to work collaboratively and independently
- Strong communication and interpersonal skills, including written, verbal and presentation skills.
- Proficient PC skills to navigate Bank software, including Microsoft Suite and other applications.
- Procedure documentation experience required
- Ability to prioritize work projects to meet deadlines and well-organized work habits to include excellent time management skills.
- Demonstrated experience analyzing complex data and extracting and utilizing information to influence business goals.
- Demonstrated ability to ask questions, listen, and assess customer and client needs effectively.
Compensation: $27.37 - $41.05 per hour
The compensation range represents the low and high end of the base compensation range for this position located in Spokane, Washington. Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.
What Our Culture Can Offer You:
Our benefit philosophy is to provide you with a comprehensive package to secure your overall wellness and help you become and remain a fulfilled and productive employee. Our benefits include Health, Financial, Retirement and Work/Life Benefits. We are proud to share an overview of our benefits HERE as part of your total compensation.
Washington Trust Bank celebrates diversity in the workplace and actively recruits talent to help reflect the unique communities where we live and work. We are proud to be an equal opportunity employer and prohibit discrimination or harassment based on race, religion, sex, gender identity, sexual orientation, national origin, age, pregnancy, disability, genetic information and any other protected characteristics outline by state, federal and local laws. We believe strength comes from the diverse backgrounds and experiences of our team, and we are dedicated to fostering a supportive and inclusive work environment.
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