Director of Customer Experience & Automation

Come Grow with Us and Join an Award-Winning Organization! Stearns Bank is looking for a Director of Customer Experience & Automation. This is a remote-eligible position headquartered out of St. Cloud, Minnesota.

JOB SUMMARY

In this role, you will be responsible for enhancing the customer experience through the implementation of automation strategies and technologies. You will play a key role in streamlining processes, improving efficiency, and delivering exceptional service to our customers.

Starting annual salary of $160,000.00. Employment offers will be dependent upon the selected candidate’s relevant qualifications and experience.

RESPONSIBILITIES

• Collaborate with cross-functional teams to understand customer pain points and identify opportunities for automation and process improvement.
• Provide exceptional customer service by actively listening to customers, understanding their needs, and offering appropriate solutions.
• Partner closely with the head of operations.
• Identify and analyze customer feedback to gain insights and make data-driven recommendations for improving the customer experience.
• Proactively identify opportunities to enhance the customer journey and implement strategies to exceed customer expectations.
• Handle customer complaints and escalations effectively, ensuring prompt resolution and customer satisfaction.
• Contribute to the development and implementation of customer experience initiatives, such as customer satisfaction surveys, loyalty programs, and customer feedback systems.
• Design and implement automated solutions to enhance the customer experience, such as chatbots, self-service portals, and automated email campaigns.
• Analyze customer journey data and develop automation workflows to optimize customer interactions and ensure a seamless experience across all touchpoints.
• Work closely with the IT department to integrate automation tools and systems into our existing infrastructure.
• Conduct regular audits to ensure the accuracy and effectiveness of automated processes, making necessary adjustments as needed.
• Monitor and analyze customer feedback and behavior data to identify areas for improvement and implement automated solutions accordingly.
• Train and support team members in utilizing automation tools and technologies to enhance their efficiency and effectiveness in delivering exceptional customer service.
• Stay up to date with industry trends and best practices in customer experience and automation and make recommendations for continuous improvement.
• Collaborate with external vendors and partners to leverage automation technologies and platforms to enhance the customer experience.
• Continuously monitor and evaluate the performance of automated processes, making data-driven recommendations for further optimization.
• Maintain a working knowledge of all regulatory compliance issues as they pertain to this position.
• Assume additional responsibilities as required.

REQUIREMENTS

• Occasionally lift and/or move up to 10 lbs.
• Ability to understand and follow instructions in English.
• Ability to sit for extended periods of time, twist, bend, sit, walk use hands to twist, handle or feel objects, tools, or controls, such as computer mouse, computer keyboard, calculator, stapler, telephone, staple puller, etc., reach with hands and arms, balance, stoop, kneel, talk, or hear.
• Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

QUALIFICATIONS

• Bachelor's degree in business administration, computer science, or a related field.
• Proven experience in customer experience management and automation, preferably in a customer-focused role.
• Strong understanding of automation tools and technologies, such as chatbots, workflow automation, and CRM systems.
• Proficiency in programming languages and scripting (e.g., Python, JavaScript) to develop and customize automation solutions.
• Experience with customer journey mapping and data analysis to identify automation opportunities.
• Strong problem-solving and analytical skills, with the ability to think critically and creatively.
• Excellent communication skills, both written and verbal, with the ability to effectively collaborate with cross-functional teams.
• Detail-oriented with strong organizational skills to manage multiple projects and priorities.
• Ability to adapt quickly to changing technologies and business needs.
• Passion for delivering exceptional customer service and continuously improving the customer experience.

THE COMPANY

Founded in 1912, Stearns Financial Services Inc. (SFSI) is a $2.4 billion well-capitalized, independent financial holding company based in St. Cloud, Minnesota. Specializing in nationwide small business lending and equipment financing, Stearns has maintained outstanding customer service, fast decisions, and customized finance solutions to their customers for decades.

Stearns Bank has earned itself a stellar reputation amongst customers and competitors alike. This reputation goes beyond just word-of-mouth, as Stearns has been recognized by the Independent Community Banker’s Association (ICBA) as a top-performing bank in the nation based on a 3-year average Return on Assets for banks $1 billion or more. Stearns has also been recognized by American Banker as a top-performing bank in the nation over a 3-year period for Return on Equity for banks from $2 billion to $10 billion.

As a Star Tribune Top Workplaces award recipient and an award recipient of the Minnesota Business Magazine 100 Best Places to Work in Minnesota, Stearns takes pride in their team and holds their employees in extremely high regard. We offer a competitive salary and benefit package including our Employee Stock Ownership Program-one of the best long-term incentive programs in the nation.

EQUAL OPPORTUNITY EMPLOYER /AFFIRMATIVE ACTION PLAN

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, or creed, religion, sex, marital status, familial status, sexual orientation, national origin, age, disability, veteran’s status, status with regard to public assistance, or any other class protected by Federal, State, local laws governing nondiscrimination in employment.