Operations Customer Experience Manager
Apply NowCompany: Mercury Financial LLC
Location: Washington, DC 20001
Description:
Are you ready to build the future of our company?
About Mercury Financial
Mercury Financial is an innovative and growing financial services company with locations in both Austin, TX and Wilmington, DE. Our mission is to help customers build and maintain their financial future by offering them credit cards they can afford and understand. After only a few years, we've had great success building a significant credit card program, but we are aiming higher, which means we have lots of challenging problems for you to help us solve. Come onboard, work with some of the most talented individuals who thrive on collaboration and teamwork and help us continue to build something special.
Location
Mercury Financials' Wilmington, Delaware office is located near the Riverfront. Wilmington is Delaware's largest city and is the economic engine of the state. The Riverfront combines its rich history with a host of attractions that bring great food, entertainment, and shopping to our city. Based on its convenient location, direct access to I-95, Amtrak and SEPTA, this location allows our employees the flexibility to live in a variety of the surrounding areas.
What it's like to work here:
We foster a collaborative and innovative culture where you will be empowered to do your best work. All of our employees bring everything they have to their job and are part of a larger team working towards a greater goal. We do right by our employees, our partners, and our customers.
Role:
The customer experience manager is responsible for overseeing a collection of processes used within Mercury Financial to track, analyze and optimize all customer interactions. The role is responsible for driving changes to improve all aspects of the customer "life cycle," which includes the specific journey or steps a customer goes through when interacting with the organization in all channels. Through analysis of key listening posts and input into IT and Marketing groups the customer experience manager will drive improvements in the entire experience customers have with Mercury Financial. Results and contributions will be measured by increasing customer satisfaction, digital engagement and profitability. Typically, maximizing customer loyalty and lifetime profit by influencing the strategies and tools used to interact with customers.
Primary Responsibilities:
You're perfect for this role if you have:
Why you'll like working here:
This isn't a place where you will fill a seat and keep your head down. This is a place where everybody is expected to help build something. This is a place where you can be involved and lead in your areas of expertise. So, how much do you believe in yourself? If you believe in your skills, in your drive and determination, we'll give you the resources and room to show the world what you can do. Here are just a few of the benefits we offer:
Mercury Financial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability
About Mercury Financial
Mercury Financial is an innovative and growing financial services company with locations in both Austin, TX and Wilmington, DE. Our mission is to help customers build and maintain their financial future by offering them credit cards they can afford and understand. After only a few years, we've had great success building a significant credit card program, but we are aiming higher, which means we have lots of challenging problems for you to help us solve. Come onboard, work with some of the most talented individuals who thrive on collaboration and teamwork and help us continue to build something special.
Location
Mercury Financials' Wilmington, Delaware office is located near the Riverfront. Wilmington is Delaware's largest city and is the economic engine of the state. The Riverfront combines its rich history with a host of attractions that bring great food, entertainment, and shopping to our city. Based on its convenient location, direct access to I-95, Amtrak and SEPTA, this location allows our employees the flexibility to live in a variety of the surrounding areas.
What it's like to work here:
We foster a collaborative and innovative culture where you will be empowered to do your best work. All of our employees bring everything they have to their job and are part of a larger team working towards a greater goal. We do right by our employees, our partners, and our customers.
Role:
The customer experience manager is responsible for overseeing a collection of processes used within Mercury Financial to track, analyze and optimize all customer interactions. The role is responsible for driving changes to improve all aspects of the customer "life cycle," which includes the specific journey or steps a customer goes through when interacting with the organization in all channels. Through analysis of key listening posts and input into IT and Marketing groups the customer experience manager will drive improvements in the entire experience customers have with Mercury Financial. Results and contributions will be measured by increasing customer satisfaction, digital engagement and profitability. Typically, maximizing customer loyalty and lifetime profit by influencing the strategies and tools used to interact with customers.
Primary Responsibilities:
- Provide centralized ownership of complaint tracking and escalated complaint resolution processes for the company. Responsible for proactively identifying trends and opportunities to improve satisfaction and reduce cost by analyzing complaints captured during customer interactions (calls, emails, social media)
- Create and execute targeted call listening sessions with key stakeholders within the company, effectively using interactions and customer feedback to drive positive changes for the "customer" and reduced contact rates
- Act as the voice of the customer within the organization, advocating for customer needs and driving initiatives to improve the overall customer experience
- Support customer service business reviews, providing insights on performance, metrics, success stories and areas of performance
- Create the ability to use new and emerging technology (i.e voice transcription, Full Story) to analyze interactions within channels and understand the customer journey. Identify opportunities and proactively drive business changes that customers expect from a Fintech credit card company
- Hands-on experience w IVR; advanced understanding of IVR technology and usage, develop and manage IVR performance in addition to experience with chatbot solutions as well as natural language understanding (NLU) systems. Experience with contact center enterprise software, and specifically deep domain experience in IVR/Routing
- Oversee the development, implementation and continuous improvement of customer service delivery processes, methodologies, and tools to enhance servicing efficiency and effectiveness
- Bring strong thought leadership to effectively evolve customer service operations
- Bring a "digital first" focus to Operations, challenging "phone first" and "phone only" strategies. Drive contact rates down by removing friction from web and app experience. Contribute to the development of digital strategies to improve the customer experience and make the business more efficient and effective
- Capture and organize data from various channels into well formulated information and key metrics. Create business initiative, work with peers in operations, marketing and IT to implement
- Develop customer experience roadmap, with key metrics of success for customer experience improvements. Focus on "defining moments" and experiences that truly matter to consumers (i.e. payments, responsiveness in all channels, agent effectiveness, "first contact resolution", reduce call transfers)
- Engage with marketing and IT in the early stages of new development of products and services to ensure the "customer" is the center of all we do
You're perfect for this role if you have:
- 7-10 years customer facing operations management experience
- Understanding of digital (web & app) based development and delivery life cycle
- VOC (Voice of the Customer) analytical experience, and ability to create sustainable process for continuously monitoring
- Knowledge of IVR and optimizing IVR performance
Why you'll like working here:
This isn't a place where you will fill a seat and keep your head down. This is a place where everybody is expected to help build something. This is a place where you can be involved and lead in your areas of expertise. So, how much do you believe in yourself? If you believe in your skills, in your drive and determination, we'll give you the resources and room to show the world what you can do. Here are just a few of the benefits we offer:
- Employer insurance coverage for employee & dependents
- Life insurance
- 401K with generous employer match
- Wellness program
- Monthly Company Events
- Hybrid Work Model
Mercury Financial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability