Head of Customer Care Strategy Job Listing at Valley Bank in Morristown, NJ (Job ID 24-934)

Description

Responsibilities include but are not limited to:

• Establish a vision for the future of customer experience and develop strategies that align with this vision.
• Refine all aspects of Customer Care workflows, and technology frameworks to meet business goals and performance expectations.
• Evaluate cutting-edge technologies, compile user needs and detailed requirements in cooperation with internal partners and utilize technology to ensure optimal handling and improved customer experience and loyalty.
• Design a digital service approach through collaboration with digital platform teams, including the development and execution of a phased implementation plan.
• Pursue innovative solutions such as AI automation and other technological advances to boost customer care operations.
• Foster and guide customer care staff to promote career growth. Develop a talent pipeline and succession planning strategies.
• Select and oversee external vendor partnerships that bolster Valley's commitment to a customer-oriented approach.
• Define precise performance metrics and KPIs for evaluating departmental success.
• Use business analytics to drive improvement.
• Serve as customer advocate with executive management; ensure that customer research findings are understood, tracked and acted upon.
• Stay abreast of industry trends and developments to analyze and recommend updated processes and procedures.