Consumer Segment & Experience Owner

Brief Overview of Position  

The Consumer Segment & Experience Owner is responsible for continuously refining and actively managing customer segments and associated value propositions based on initial and ongoing portfolio analysis and review for the overall consumer and small business segments. In addition, this role will own customer feedback and consumer VOC and utilize this data to inform business and product decisions. This role will support the design, development and execution of key insights and initiatives to drive targeted performance by segments. 

Responsibilities 

• Drive the consumer segmentation strategy and execution to ensure customers are mapped to correct line of business and segments to deliver a best-in-class value proposition to the customer and create value to the firm

• Develops and executes a data-driven lifecycle marketing strategy to engage and nurture customers through all stages: awareness, consideration, conversion and re-engagement

• Analyzes customer engagement data, conversion metrics and churn drivers to refine strategies and improve retention

• Shape analysis of markets, competitors and customers using internal and external resources for strategies to identify areas of opportunity

• Develop and execute a unified Voice of Customer (VoC) and market insights strategy, integrating customer and competitive intelligence to drive data-informed decision-making

• Analyze and interpret customer feedback data (NPS, in-app), tracking sentiment and satisfaction trends to inform retention and expansion strategies

• Monitor key satisfaction drivers, identify trends and generate actionable insights

• Utilize data insights to identify new opportunities for acquisition, deepening and retention

• Own customer and account re-alignment and portfolio optimization to improve customer experience and also platform efficiency

• Develop and drive referral and cross-engagement processes with business partners across LOBs to facilitate customer growth

• Leverage data and analytics to define behaviors that help deepen customer relationships, improvement touchpoints, enhancing product recommendation

• Create and maintain customer personas on an ongoing basis

• Perform customer, product, and feature experience analysis as needed

Qualifications 

• 5+ years of experience in either consumer banking or financial services

• Bachelor’s degree in business (Finance, Accounting, Real Estate, etc.) or other relevant degree.

• Effective team player with ability to work in a fast-paced, highly collaborative environment.

• Analytical skills - critical thinking, data and information analysis, research, and problem solving.

• Organizational and time management skills.

• Collaborative team player with excellent attention to detail and ability to quickly adapt to changing environment and systems

• Excellent written and verbal communication + interpersonal skills with the ability to present internally and externally

• Ability to perform effectively in an ever-evolving environment and successfully address multiple, high-priority matters in a fast-paced situation

• Proficiency in PowerPoint, Word, and Excel