Enterprise Experience Business Line Strategy Specialist (HYBRID Richmond, VA)

Position Description

As a member of Atlantic Union Banks Customer Experience group you will help assigned business lines to create and execute on Customer Experience strategies and best in class tactics to deliver on the banks brand promise of making banking easier for the customer. This challenging and highly visible position plays a critical role in the overall and continued success of the organization. Reporting to the Director of Business Line Experience the Business Line Specialist will serve as a key partner to assigned business line leaders including dotted-line reporting structure to the lines of business. The Business Line Specialist will serve as a key liaison between business lines and all aspects of Customer Experience including Research (Voice of Customer) CX Governance & Design Business Line Managers and The Office of the President.

Position Accountabilities

• Develop Customer Experience strategies and tactics to be executed with and by the assigned business line(s) with the goal of providing best in class teammate and customer experiences.
• Build and continue to foster effective relationships with assigned line of business and partners.
• Provide critical insights from the Voice of Customer on a day-to-day basis via Insights & Actions (I&A) and through various reporting tools.
• Assist in development and delivery of various reporting tools such as Insights and Actions
• Assist in prioritizing improvements within line of business products or services to realize maximum return on customer experience improvements.
• Create data driven methods of resolution when gaps are identified.
• Assist in policy and procedure building.
• Actively partner with members of the Customer Experience team to relay insights from the front line teammates and assigned business line(s)
• Remain informed on Customer Experience strategies and best practices both in and out of Financial Services
• Remain informed of relevant business practices programs or software within the industry as it relates to assigned line of business.
• Represent Customer Experience when assigned within projects and business line initiatives as a result of BTO appointment.
• Support assigned business line in recognizing risk as it pertains to customer experience initiatives.
• Educate and inform stakeholders on outcomes of mapping sessions and mapping discoveries.
• Routinely monitor research results to identify strengths and opportunities.
• Assist assigned line of business in unbiased strategic problem resolution.
• Deliver the highest level of internal Customer Experience to assigned business lines which is defined by thoughtful frictionless automated minimal manual experiences.
• Assist with the implementation of communication strategies and deliverables to keep partners informed.
• Develop and lead mapping sessions to drive improvement of customer experiences within assigned line of business.
• Spend time providing on-the-ground support serving as the face of Customer Experience within the assigned business line(s).
• Represent Customer Experience in certain operational risk and compliance responsibilities for the overall line of business.
• Special projects as needed and assigned.

Organizational Relationship

This position reports to the Director of Business Line Experience.

Position Qualifications

Education & Experience

• Bachelors Degree
• Minimum of 3 years customer service experience required; 5 years preferred
• Minimum of 5 years banking experience required; 6 years preferred

Knowledge & Skills

• Exceptional customer experience focus and a passion for serving others.
• Ability to work effectively in a fast-paced environment
• Ability to quickly identify and understand business concepts
• High degree of emotional intelligence
• Mindset around continuous improvement to enhance customer experiences
• Highly self-motivated
• Excellent sense of respect of culture with an understanding of how to effect change
• Proven abilities in creative problem solving negotiation and collaborative resolutions across all levels of management.
• Demonstrated knowledge of Customer Experience strategy systems and best practices
• Strong understanding of bank products services policies and customer utilized systems.
• Excellent verbal and written communication skills and comfort with difficult situations and complex personalities.
• Ability to research best practices and innovation in the evolving field of customer experience.
• Ability to influence behavior without a position of authority
• Ability to influence senior-level leadership
• High attention to detail and excellent organizational skills.
• Exceptional ability to multi-task
• Strong workshop/training and presentation skills
• Willingness to travel as needed
• Passion and alignment to Atlantic Union Banks mission vision and values

Salary offered will be based on several factors including but not limited to education work experience certifications etc. This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program. General information on our comprehensive benefits package can be found by visiting are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.

Required Experience:

IC