Customer Experience Analyst, Voice of Customer
Apply NowCompany: Sumitomo Mitsui Financial Group, Inc.
Location: Accord, MA 02018
Description:
Join our mission to create a completely new, 100% digital bank that uses consumer feedback to truly meet customers' best interests. Jenius Bank, a division of SMBC MANUBANK, and a member of SMBC Group, is being built by a close-knit and fun-loving team of financial services professionals and technology experts who came together for the challenge of building a full-service digital bank from scratch. We're committed to doing it the right way for the customer and are growing rapidly. To learn more about our relationship to our parent company, visit our website.
The anticipated salary range for this role is between $95,000.00 and $129,000.00. The specific salary offered to an applicant will be based on their individual qualification, experiences, and analysis of current compensation paid in their geography and the market for similar roles at time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC MANUBANK offers a competitive portfolio of benefits to its employees.
Jenius Bank is strategically scaling up a portfolio of products and building extraordinary experiences. In 2023, we launched our first two products reaching $1 billion in deposits and over $700 million in loans, all before Jenius Bank's first anniversary. We don't plan to slow down, with ambitious growth plans and the capital necessary to execute a multi-year strategic plan. We have a start-up mindset paired with SMBC Group's 400 years of history. SMBC Group has more than 150 offices and 86,000 employees worldwide in nearly 40 countries and is committed to creating new business to better serve customers in the rapidly evolving digital environment. Join us on the journey that has caught the attention of the Banking Dive, and more to reinvent banking where smarter banking translates to a richer life.
Role Description
As an Associate in Customer Experience, Voice of Customer at Jenius Bank, you will help translate customer feedback into actionable insights to drive improvements. You will collaborate with various teams across the bank to gather requirements and create reports that meet their needs. You will also assist in synthesizing customer experience surveys with other data sources to identify customer pain points and opportunities.
Key Responsibilities
Qualifications and Skills
EOE STATEMENT
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.
CCPA DISCLOSURE
Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.smbcmanubank.com/privacy/ccpa-disclosure. Persons with disabilities may contact our Customer Contact Center toll-free at (877) 560-9812 to request the information in this Notice in an alternative format.
The anticipated salary range for this role is between $95,000.00 and $129,000.00. The specific salary offered to an applicant will be based on their individual qualification, experiences, and analysis of current compensation paid in their geography and the market for similar roles at time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC MANUBANK offers a competitive portfolio of benefits to its employees.
Jenius Bank is strategically scaling up a portfolio of products and building extraordinary experiences. In 2023, we launched our first two products reaching $1 billion in deposits and over $700 million in loans, all before Jenius Bank's first anniversary. We don't plan to slow down, with ambitious growth plans and the capital necessary to execute a multi-year strategic plan. We have a start-up mindset paired with SMBC Group's 400 years of history. SMBC Group has more than 150 offices and 86,000 employees worldwide in nearly 40 countries and is committed to creating new business to better serve customers in the rapidly evolving digital environment. Join us on the journey that has caught the attention of the Banking Dive, and more to reinvent banking where smarter banking translates to a richer life.
Role Description
As an Associate in Customer Experience, Voice of Customer at Jenius Bank, you will help translate customer feedback into actionable insights to drive improvements. You will collaborate with various teams across the bank to gather requirements and create reports that meet their needs. You will also assist in synthesizing customer experience surveys with other data sources to identify customer pain points and opportunities.
Key Responsibilities
- Assist in translating Customer Experience findings (e.g., NPS, CSAT) into actionable insights.
- Perform basic analyses to identify trends and opportunities in customer experience.
- Gather business requirements and collaborate with cross-functional partners on data strategies.
- Help consolidate customer feedback data with other sources to understand experience drivers.
- Support the Jenius Bank Complaints Program by helping interpret and integrate complaints data into the larger customer experience story.
- Submit change requests (CRs) and System Maintenance logs (SMLs) as part of change management.
- Document and write business and technical requirements, define interface requirements, and create workflows and presentations.
Qualifications and Skills
- 3+ years of experience in customer-facing or business roles.
- 1+ year of experience in data analysis, marketing analytics, or similar fields.
- Experience with customer outreach is preferred.
- Experience in complaints management is a plus.
- Ability to create reports, visualizations, and dashboards.
- Familiarity with Customer Experience and Voice of Customer Metrics (NPS, CSAT, etc.).
- Strong verbal, written, and interpersonal communication skills.
- Ability to write and communicate requirements to business and technology partners.
- Experience with customer experience platforms (e.g., Medallia) is a plus.
EOE STATEMENT
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.
CCPA DISCLOSURE
Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.smbcmanubank.com/privacy/ccpa-disclosure. Persons with disabilities may contact our Customer Contact Center toll-free at (877) 560-9812 to request the information in this Notice in an alternative format.