1+ months

Customer Experience Manager - 1901143

Bank of Hawaii
Oahu, Hawaii
  • Job Code

Customer Experience Manager - 1901143


Do you have a passion for caring for customers and want to know more about what factors drive their satisfaction with a company? Do you enjoy collaborating across various departments and helping them attain their customer experience goals?

As the Customer Experience (CX) Program Manager you will help unleash the power of our CX Program throughout the company by identifying, developing solutions and tracking progress on the efforts of the bank. The successful candidate will bring strong curiosity, problem solving, and analytics to help internal teams incorporate customer needs into their process and behaviors. You will help build a CX Program that strategically advances how BOH ideates, creates, measures, and improves our customer interactions and solutions. You will be responsible for creating and managing customer journey projects and timelines, designing new functional experiences, and creating dashboards and stakeholder reporting.

You will use your analytical skills to collate disparate voice of customer feedback into CX initiatives that can then be prioritized for action. You will be an advocate for the customer and help create a process and team that also evangelizes the power of CX within the company.

You inspire those around you to be customer obsessed and will help create and promote a customer centric culture. You work effectively, independently and in cross-functional team settings and you understand the importance of building strong relationships and earning trust and credibility. You help to make the CX program a part of the fabric of BOH.

A Day in the Life

Be an internal leader in communicating and building understanding of CX Improvement at BOH

Evangelize the CX program. Teach and share best practices

Create and  publish key CX metrics

Collaborate closely with a variety of business owners, fully immerse yourself in the customer journeys develop clear and compelling recommendations for improvement

Translate qualitative customer issues into quantitative proof points

Deliver actionable, scalable recommendations (e.g. people/org, process, infrastructure) to improve the end-to-end experience for customers

Build baselines and track progress towards customer and Beacon metric goals

Effectively share and disseminate customer insights across different teams and functions to improve customer understanding

Excellence in writing, presenting, and public speaking

Receive and evaluate customer feedback as well as monitor processes that come into direct contact with the customer journey

Increase measured customer satisfaction, loyalty, and advocacy through designing improvements within touchpoints with friction

Champion opportunities to consistently improve the Bank of Hawaii experience

Map the customer journey and identify opportunities to proactively intervene on the customers behalf

Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement


Minimum Qualifications

         Bachelors Degree or relevant work experience

         5 years of customer focused experience

         Demonstrated achievement in customer supporting initiatives, insights or customer experience work

         An understanding and execution of project management skills

         Demonstrated analytical (qualitative and quantitative) skills and ability to create means of data visualization

         Strong verbal and written communication skills to present analysis and insights including trends and opportunities to stakeholders and the business units

         Can drive the creation of exceptional customer facing products and experiences

         High standard of organization, detail, excellence, professionalism, and role model behavior

         A strong empathy towards our customers and energized by working with a growing, hands-on team

         Track record of executing with high attention to detail in a fast-paced, fluid environment

         An understanding of documenting customer journey maps, identifying issues within the customer journey and articulating a solution

         An ability to think creatively and outside the box for the purpose of creating this new program and illustrating the ideas and progress within the program

         Demonstrated proficiency and advance expertise with personal computers and Microsoft applications (Outlook, Word, Excel, Access, PowerPoint and SharePoint)

         Familiar with Visio or similar products for developing customer flows

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.

Job Function Marketing/Communications
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Dec 19, 2019, 8:46:59 AM
Unposting Date Ongoing


Posted: 2019-12-19 Expires: 2020-02-24
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Customer Experience Manager - 1901143

Bank of Hawaii
Oahu, Hawaii

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