Senior Customer Experience Manager

At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the Bank that clients from every industry turn to for our expertise, strategies, and advice--building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth--with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the US.

At Valley, we're all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we make it our goal to help you focus on what drives you--working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we're a relationship bank built for growth, that's not just reserved for our clients--that includes all our associates as well.

The Manager, Sales Process & Routines owns the sales and service operating rhythms across the retail branch network, Small Business Banking, and Mortgage -- the routines, processes, and performance disciplines that sales leaders in all three businesses execute consistently. The role defines the standard, equips leaders to run it, measures adherence, and closes the gaps. It serves as the primary liaison between the Director, Sales & Service Effectiveness and front-line leadership, and is accountable for consistent execution of sales practices, coaching routines, and performance management standards across the three lines of business.

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Responsibilities Include But Are Not Limited To

• Experience Strategy & Journey Design
• Own the customer experience strategy and annual improvement roadmap for the branch network, Small Business Banking, and Mortgage, with prioritized initiatives tied to satisfaction, loyalty, and retention outcomes.
• Set the journey priorities and own the business outcome directing the journey designers and experience mappers in Digital on the analysis required, then converting their root-cause and pain-point findings into a sized, prioritized redesign agenda with named business owners.
• Define and maintain service standards so the experience is consistent across the branch network, Small Business Banking, and Mortgage.
• Own the Branch Experience Model and the servicing principles beneath it, so the service standards show up consistently in daily branch practice.
• Workflows, Escalation & SLAs
• Define the end-to-end servicing workflows across the three businesses -- including where the branch network serves as the servicing channel for Small Business Banking -- with clear handoffs, escalation paths, and decision rights at each step.
• Establish a ticketing model for branch servicing workflow with defined case types, routing, and ownership, with an SLA set for each case type so small business service requests are tracked, aged, and measured rather than handled informally.
• Publish the decision rights that sit behind workflows -- fee waivers, policy exceptions, and complaint remediation -- stating what the branch can decide, what requires market or regional approval, and what must be referred to Operations, Risk, or Compliance.
• Voice of Customer & Measurement
• Act as the business liaison for the voice-of-customer program, including survey design, feedback channels, and the closed-loop process that returns findings to the accountable business owner.
• Bring complaint, survey, and service data together with the Digital team's journey analysis to agree on the root causes and translate them into a list of prioritized fixes.
• Convert customer metrics -- NPS, satisfaction, effort, complaint volume and resolution time, and retention -- into insights and recommended actions for business leaders, establishing performance trends, drivers, and interventions required.
• Delivery, Enablement & Change
• Lead customer experience projects end to end -- business case, delivery plan, adoption, and post-implementation measurement of the outcome achieved.
• Design service training, recognition, and engagement programs in partnership with Learning & Development that reinforce the standards in daily practice.
• Serve as a trusted advisor to senior leadership on experience trends, competitive benchmarks, and where investment will move the customer metrics.
• Ensure experience initiatives, complaint handling, and customer communications comply with regulatory requirements, bank policy, and fair and responsible banking expectations.
  

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Required Skills

• Knowledge of Retail, Small Business, and Mortgage Banking sales models and customer journeys.
• Knowledge of sales effectiveness, coaching disciplines, and performance management practices.
• Knowledge of regulatory, compliance, and risk requirements.
• Skill in sales process optimization, performance analytics, and operational improvement.
• Skill in change leadership, stakeholder influence, and cross-functional partnership.
• Ability to drive consistent execution and accountability across multiple business lines.
• Ability to translate strategy into scalable processes that improve business performance and customer outcomes.
  
  

Required Experience

• Bachelor's degree in business, marketing, communications, finance, or a related field, or equivalent experience.
• Minimum of 5 years in banking, customer experience, retail operations, or service management, including ownership of a measurable experience outcome.
• Working fluency in journey mapping and service design, with a track record of directing design partners and turning their analysis into delivered improvements.
• Demonstrated ability to analyze customer feedback and performance data and convert it into decisions leaders act on.
• Strong communication, stakeholder management, and change leadership skills, with the ability to influence senior leaders without direct authority.
  
  

Preferred Experience

• Retail banking of financial services background, and working command of customer feedback platforms, CRM, and analytics tools.