Customer Experience (CX) Business Intelligence Leader

Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. 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 make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s 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 within 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 visa 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 complex 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 framework, facilitating research intake, execution of data components, package the results, and delivery of presentation to partners.
• Develop actionable process and technology recommendations to remediate friction.
• Oversee 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.
• Lead 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 Medallia users to share actionable insights and training users how to leverage the reporting tools and dashboards to support their business area and leaders.
• Lead, 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 continuous 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 Bachelor’s degree in business administration or related 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 mindset is necessary.
• Must have excellent written and verbal communication skills, with advanced presentation and facilitation skills.
• Must have experience with CX technology (e.g., Medallia, Gallup, Qualtrics).
• Must have significant proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and Power BI.
• Provide support a cross-functional team of internal Medallia users to share actionable insights and training users how to leverage 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 via email at [email protected].

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related 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.