Job Description

SUMMARY

This position is involved in managing and directing the work focused on customer experience strategy implementation for one or more lines of products. Responsible for long-term goals and strategic objectives to ensure alignment with the company’s product strategy goals. Works in a highly cross-functional fashion to create and map journeys to understand and resolve impediments related to the overall strategic direction of the product line. Identifies, researches, and evaluates new business opportunities and market initiatives. Develops business and strategic plans.

RESPONSIBILITIES

Responsible for leading the CX process to develop and deliver end-to-end future state journeys with cross functional business partners
Lead working sessions with cross-functional stakeholders and deliver session outcome readouts to stakeholders
Create visual designs for customer journey maps, service design documents, and other tools that will provide information to the organization around how to deliver leading B2B and B2B2C experiences
Track CX implementation efforts for online and offline priorities resulting from working sessions across journeys
Work with functional leads to develop and align on a cost/benefit analysis
Work with cross-functional stakeholders to enhance offline processes to provide a seamless end-to-end experience for our customers.
Manage, maintain ideation pipeline to optimize journeys and provide on-going monitoring of journey performance with analytics, insights and reviews
Be the voice of the customer by conducting quantitative and qualitative research. Act as the evangelist for the customer, track and understand customer feedback and recommend operational changes that impact customer interactions
Stay current on key industry trends, research, recommend best practices, KPIs and benchmarks and where relevant incorporate into ongoing experimentation and adoption
Directs the planning and preparation of business proposals, and advises senior management by providing data-based strategic direction to identify and address business issues and opportunities
Ensures that policies and procedures align with corporate vision
Performs additional related duties as assigned.

MINIMUM REQUIREMENTS

A Bachelor’s degree or the equivalent combination of education, training, and work experience
Requires 6+ years of related experience with a minimum of one (1) year of leadership responsibility
Prior experience in developing and implementing CX standards and customer journey maps
Financial services industry experience

PREFERRED QUALIFICATIONS

Master’s degree (preferably in business administration)
In-depth mortgage industry knowledge
Prior experience in developing services blueprints
Strong understanding of B2B and B2B2C business models and selling process
Strong working knowledge of marketing research and survey platforms
Solid track record of leading cross-functional teams across multiple stakeholders
Strong communication skills with demonstrated ability to communicate visually to story tell in a compelling way
Strong strategic vision and passion for customer success through use of processes, standards and technology
Ability to communicate well with individuals, teams, and partners at any level of the organization
Demonstrated ability to deliver transformational leadership
Ability to work in the abstract with limited direction
Knowledge of the tools, techniques and principals used in Lean-Agile framework/development
Demonstrated experience implementing a culture of continuous improvement
Project management skills; ability to prioritize and complete tasks

The target pay range for this position typically starts at $105k – $150k

Black Knight carefully considers multiple factors to determine compensation, including a candidate’s education, training, specialty, experience, and work location. The base salary (exempt) or hourly rate (non-exempt) is just one component of the total rewards package offered to our employees, including potential bonus or commission eligibility, insurance (medical/dental/vision/life/disability), matching 401(k) plan and matching employee stock purchase plan.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.

How to Apply

Job Types: Full-Time. Salaries: Less than 20,000.

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