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Manager job

Sallie MaeNewark, DE
Sallie Mae jobs

Company

Salary

Skills

Job Description

**Customer Experience Project Manager** **Req ID** R01944 **Description** **Sallie Mae** is proud to help Americans aspiring to create the life they want\-\-whether that means helping them make college happen, or something more\. Our colleagues across departments and across the country are united in our passion and our customer\-first approach\. Whether you want to join a growing company, be part of an agile workforce, or gain new skills\-\-you're in the right place\. **Position Summary:** Responsible for managing CX work\-stream activity and ensure implementation of deliverables are achieved based on targeted timelines established\. Working with cross\-functionally teams to align customer experience initiatives identified to improve the customer experience\. Assist with key support partners to leverage data to identify key opportunities for improving the customer experience and build customer loyalty, the incumbent will align key touch points with KPI measurement framework\. Additional responsibilities include: working cross\-functionally with business partners to identify and implement change in policy or systems with the end\-customer in mind\. Assist the Customer Experience team in the end\-to\-end implementation of change, most notably in operations and call centers; drives effective interaction across organizational boundaries, including product management, Operations, Marketing, Support, HR and IT\. **Key Responsibilities:** **Project Management \- 30%** + Assist CX teams to define a future state vision for the cross\-channel customer experience, and developing strategies aligned to that vision\. + Manage six cross functional teams to understand/define/refine the customer segments and develop "treatments", based on insight into customer behaviors and propensities\. + Identify and translate treatments into business rules that define how each type of interaction should be handled for each customer segment\. + Identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences\. **Customer Analytics/Measurement \- 20%** + Analyzing "voice of the customer" \(VOC\) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc\. to develop deep insights into customer needs and behaviors + Assist with developing CE assessments and gap analyses \(VOC, Best Practices, Competitive\) + Drive tracking and reporting to get to reliability in key interactions + Develop the CE Life Cycle and touch\-point Maps and Interaction Occasions **Work\-Stream Management \- 20%** + Assist with managing deliverables identified through each work stream + Ensure activity is aligned with overall strategy/vision + Link journey mapping opportunities to CX maturity development + Assist with setting up CX forums \-\- when to meet with whom to drive accountability + Assist with crafting recommendations for recognition and driving the culture change forward **Customer Communication \- 30%** + Assist with reviewing analysis and customer communication correspondence to validate business need and make appropriate adjustments to existing correspondence as needed + Maintain ongoing contact with other departments/areas to coordinate function/projects, streamline processes, and deliver excellent customer experience + Establish a portfolio of customer communication ensuring the communication adheres to regulatory requirements, accurately reflects system functionality, and aligns with OCA established framework **Requirements** **Education:** + Bachelor's Degree in Business, Marketing or other related field and/or equivalent work experience **Experience:** + 3\+ years of progressive experience in financial services customer contact environment or comparable experience + 3\+ years project management experience + Must have a minimum of 1\-2 years business leadership in: customer experience, customer loyalty, customer care, marketing or product management in a service industry + Strong project managements skills with the ability to lead multiple projects to successfully meet project deliverables and timelines by effectively prioritizing multiple priorities in a time\-sensitive environment **Knowledge, Skills and Abilities:** + Demonstrated ability to develop and deliver on measurable goals + Strong skills with pulling together presentations + Extensive knowledge and expertise regarding customer lifecycle and technology/product touch points + Comprehensive understanding of what drives customer satisfaction, best practices, and how to measure related progress EEO Employer Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity\. SLM Corporation and its subsidiaries are not sponsored by or agencies of the United States of America\. Sallie Mae is a drug free workplace\. **Type** Full\-time **Location** Newark, DE **Date Posted** Sep 17, 2018
Estimated annual salary
$71,949
average
Minimum
$36,049
Maximum
$120,794

TASKS

  • Review processing schedules or production orders to make decisions concerning inventory requirements, staffing requirements, work procedures, or duty assignments, considering budgetary limitations and time constraints.
  • Direct or coordinate production, processing, distribution, or marketing activities of industrial organizations.
  • Develop or implement production tracking or quality control systems, analyzing production, quality control, maintenance, or other operational reports to detect production problems.
  • Review operations and confer with technical or administrative staff to resolve production or processing problems.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • SpeakingTalking to others to convey information effectively.

KNOWLEDGE

  • Administration and ManagementKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Personnel and Human ResourcesKnowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

Sallie Mae

Type

Company - Public

Size

Large

Revenue

$1B to 2B

Location

300 Continental Dr.Newark, DE, 19713and others

Industry

Insurance
Banking/Mortgage
Accounting/Finance
More...

Founded

1972

CEO

Raymond J Quinlan

Job Filters

Senior Software EngineerSallie MaeSterling, VA
Senior Software Engineer Dulles - Sterling, VA Who we are: Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or something more. Our colleagues across departments and across the...Read more
CollectorSallie MaeIndianapolis, IN
Collector Indianapolis, IN Who we are: Sallie Mae is proud to help Americans aspiring to create the life they imagine—whether that means helping them make college happen, or other endeavors they pursue to invest in their future. Our colleagues across...Read more
Senior Digital AnalystSallie MaeNewton, MA
Senior Digital Analyst Newton, MA Who we are: Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or something more. Our colleagues across departments and across the country are...Read more
Financial Systems Senior AnalystSallie MaeSterling, VA
Financial Systems Senior Analyst Dulles - Sterling, VA Who we are: Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or something more. Our colleagues across departments and...Read more
Sallie Mae: CollectorSallie MaeIndianapolis, IN
CollectorIndianapolis, INWho we are:Sallie Mae is proud to help Americans aspiring to create the life they imaginewhether that means helping them make college happen, or other endeavors they pursue to invest in their future. Our colleagues across...Read more

Closed Job Filters

Compensation AnalystSallie MaeNewark, DE
Compensation Analyst Newark - Continental, DE Who we are: Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or somethingRead more
Facility CoordinatorSallie MaeBear, DE
Facility Coordinator New Castle - Christiana, DE Who we are: Sallie Mae is proud to help Americans aspiring to create the life they wantwhether that means helping them make college happen, orRead more
Credit Card Project ManagerSallie MaeNewark, DE
" Return to Search Results Title Credit Card Project Manager Req ID S01749 Description Sallie Mae is proud to help Americans aspiring to create the life they want--whether that means helping them makeRead more
ManagerSallie MaeNewark, DE
**Customer Experience Project Manager** **Req ID** R01944 **Description** **Sallie Mae** is proud to help Americans aspiring to create the life they want\-\-whether that means helping them makeRead more
Senior Database AdministratorSallie MaeIndianapolis, IN
Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or something more. Our colleagues across departments and across theRead more
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