Customer Experience Consultant (Remote)

Comerica Bank

Auburn Hills Michigan

United States

Customer Service / Call Center
(No Timezone Provided)

Customer Experience (CX) Consultant
As a key member of the Customer Experience (CX) Consultant center-of-excellence team, the Customer Experience (CX) Consultant will advance customer-centric culture throughout the enterprise; plan & facilitate CX workshops; produce journey maps, personas, insights and opportunities; manage journey artifacts in Touchpoint Dashboard; support CX team projects and CX champion partners as needed.
Position Responsibilities:

  • Develop journey maps to frame customer experiences and moments that matter for the organization, immersing in our business delivery and engaging customers to identify gaps and recommending opportunities for increasing customer satisfaction.
  • Leverage CX insights research and data to inform customer journey maps and experience design briefs, coaching colleagues to drive informed strategic decision-making and action planning.
  • Manage online dashboard of customer journey map artifacts, including updates for implemented improvements, changes and relevant metrics.
  • Promote engagement and understanding of CX artifacts and associated performance metrics within the organization, including creating visuals/presentations to help illustrate CX concepts and managing content on CXM team intranet site.
  • Serve as a CX ambassador engaging with teams as required to: advocate for our customers; promote CX practices and competencies; build relationships with CX champion partners and LOB stakeholders; coach the organization to improve customer-centricity and deliver on the brand promise.
  • Plan and facilitate online/in-person workshops guiding cross-functional groups to collaborate and produce valuable insights, personas, journey maps and experience design recommendations; demonstrate methodologies; articulate workshop outcomes to an executive audience.
  • Enable success of LOB partner roles in CX improvement opportunity initiatives by supporting their developing competency for leveraging CX practices.
  • Inform and support project management of various CXM initiatives, agency partners and team members as required, including CX insights research manager and Voice of Customer program manager.
  • Research CX trends in the financial services category and socialize with the organization as relevant.
  • Contribute to developing CXM strategy and establishing KPIs for assessing CXM effectiveness.
  • Proven track record driving positive change in a complex environment
  • Understands and can teach CX methods and tools (e.g. personas, journey mapping, design thinking).
  • Aptitude for understanding financial institution products, services and processes as well as how they are experienced by customers (B2C and B2B).
  • Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not having direct authority.

Customer Experience Consultant (Remote)

Comerica Bank

Auburn Hills Michigan

United States

Customer Service / Call Center

(No Timezone Provided)

Customer Experience (CX) Consultant
As a key member of the Customer Experience (CX) Consultant center-of-excellence team, the Customer Experience (CX) Consultant will advance customer-centric culture throughout the enterprise; plan & facilitate CX workshops; produce journey maps, personas, insights and opportunities; manage journey artifacts in Touchpoint Dashboard; support CX team projects and CX champion partners as needed.
Position Responsibilities:

  • Develop journey maps to frame customer experiences and moments that matter for the organization, immersing in our business delivery and engaging customers to identify gaps and recommending opportunities for increasing customer satisfaction.
  • Leverage CX insights research and data to inform customer journey maps and experience design briefs, coaching colleagues to drive informed strategic decision-making and action planning.
  • Manage online dashboard of customer journey map artifacts, including updates for implemented improvements, changes and relevant metrics.
  • Promote engagement and understanding of CX artifacts and associated performance metrics within the organization, including creating visuals/presentations to help illustrate CX concepts and managing content on CXM team intranet site.
  • Serve as a CX ambassador engaging with teams as required to: advocate for our customers; promote CX practices and competencies; build relationships with CX champion partners and LOB stakeholders; coach the organization to improve customer-centricity and deliver on the brand promise.
  • Plan and facilitate online/in-person workshops guiding cross-functional groups to collaborate and produce valuable insights, personas, journey maps and experience design recommendations; demonstrate methodologies; articulate workshop outcomes to an executive audience.
  • Enable success of LOB partner roles in CX improvement opportunity initiatives by supporting their developing competency for leveraging CX practices.
  • Inform and support project management of various CXM initiatives, agency partners and team members as required, including CX insights research manager and Voice of Customer program manager.
  • Research CX trends in the financial services category and socialize with the organization as relevant.
  • Contribute to developing CXM strategy and establishing KPIs for assessing CXM effectiveness.
  • Proven track record driving positive change in a complex environment
  • Understands and can teach CX methods and tools (e.g. personas, journey mapping, design thinking).
  • Aptitude for understanding financial institution products, services and processes as well as how they are experienced by customers (B2C and B2B).
  • Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not having direct authority.

Apply