Customer Experience Specialist I

Why Broadway Bank:
We are one of the largest independently owned
banks in Texas with offerings in personal and private banking, wealth
management, business banking and mortgage lending

Position Overview:

The Customer
Experience Specialist I will support the Voice of the Customer (VOC)
activities, ensuring that the bank delivers a superior banking experience that
fosters long-term relationships. This role focuses on understanding customer
satisfaction drivers and identifying pain points that influence loyalty,
satisfaction, retention and other experience measures monitored through the VOC
program. By reviewing feedback, conducting root cause analysis and handling
customer issues and complaints from various sources, this role plays a key part
in surfacing actionable insights. These insights are used to drive strategic
and tactical improvements that enhance customer satisfaction and contribute to
the bank's overall success.

Essential Functions:

• Analyze and summarize customer feedback to generate reports and presentations, providing insights into the customer experience. Use various information sources to support findings as necessary.

• Conduct first and second-level theming of customer feedback. Regularly calibrate feedback themes with the VOC team and external vendors, recommending updates to the classification dictionaries as needed.
• Identify recurring themes or issues that create barriers to delivering best-in-class service and communicate findings to relevant stakeholders.
• Manage the VOC "close the loop" program using online survey management tools and other platforms. Ensure action accountability, monitor outcomes, and report on overall performance, including training and supporting new users.
• Investigate customer complaints and conduct root cause analysis to identify process or system breakdowns.
• Engage directly with customers when appropriate to retain their trust and build long-lasting relationships.
• Develop customer experience case studies based on complaint theming or issue identification to highlight areas such as customer awareness, advocacy, training, and continuous improvement.
• Recommend product or process improvements, address procedural challenges, and identify training gaps by submitting solutions through official or unofficial channels, or by communicating gaps directed to business owners as necessary for awareness and action.
• Build strong relationships across different business lines and serve as a customer advocate during projects or initiatives that impact the customer experience.
• Share insights and recommendations where needed.
• Complete ad hoc research requests from stakeholders and internal teams to better understand customer demographics, needs, preferences, and pain points.
• Administer the Customer Experience (CX) Award employee recognition program to highlight and reward behaviors that positively impact customer experience.
• Maintain up-to-date knowledge of core banking platforms, operating systems, CRM systems, and procedural or process changes, ensuring alignment with customer experience goals.
• Assist the lead team members with activities related to the Voice of the Customer, contributing to the team's overall objectives.
• This position may require travel within the Bank's geographic area.

Experience & Education:

• Minimum
  of 3+ years of cross-functional experience in financial services.
• Strong
  background with bank core operating systems, servicing applications, and
  relationship management software applications.
• Experience
  with customer experience (CX) management, including methods, tools, and
  capabilities is preferred.
• High
  school diploma or equivalent required; 4-year college degree, ideally in a
  relevant field such as business, finance, or customer service management
  is a plus.

Skills & Qualifications:

• Ability to conduct root cause analysis and problem-solving related to customer issues.
• Strong critical thinking and analytical skills, capable of working with both qualitative and quantitative data.
• Proficiency in creating insightful reports and presentations using Microsoft Office products.
• Excellent verbal and written communication skills, with the ability to clearly convey conclusions and recommendations.
  Strong organizational and time management skills, able to handle multiple tasks and priorities concurrently.
• Self-motivated with the ability to work independently and with little supervision.
  Strong interpersonal and collaboration skills, able to build and maintain relationships across different teams.
• Ability to navigate ambiguity, demonstrating flexibility and adaptability in a dynamic environment.
• Strong customer focus with the ability to drive continuous improvement initiatives.
• Experience using customer relationship management (CRM) and survey management platforms for VOC activities.

Other Requirements:

• Occasional
  travel may be required to represent the company at conferences or vendor
  presentations.
• Requires the ability to lift, carry, push, pull weights or otherwise move objects weighing as much as 10 lbs. on a regular basis and/or for extended periods of time during the workday.
• Occasional overtime or extended hours may be required.

We're a culture that offers resources to benefit your
overall health and well-being:

• Career Development and Mentorship Programs
• Generous paid time off, minimum 4 weeks
• Employee recognition, awards, and events
• Free vision insurance
• Retirement matching
• Tuition reimbursement

This job description is not
designed to be a comprehensive listing of duties, responsibilities, or
activities that are required for this job. Duties, responsibilities, and
activities may change at any time with or without notice.

Broadway Bank
is proud to be an Equal Opportunity Employer. Broadway Bank is a drug-free and
tobacco-free workplace, with a nicotine-free hiring policy. All qualified applicants
will receive consideration for employment without regard to race, color, sex,
sexual orientation, gender identity, religion, national origin, disability,
veteran status, or other legally protected status.

Member FDIC