Experience Optimization Specialist

Summary: The Experience Optimization Specialist will be integral in optimizing customer interactions and ensuring seamless user experiences across all platforms at Columbia Bank. This role will conduct usability testing and analyze support case and competitive data to provide insights to business line leaders and influence the organization to consistently enhance the client experience. By utilizing customer feedback, competitive analyses, and performance data, the Experience Optimization Specialist will collaborate with cross-functional teams to drive strategic improvements. Additionally, this individual will serve as a key positioning lead, responsible for developing employee readiness tools, such as job aids and FAQs, to support product and service rollouts and ensure that employees are well-equipped to assist customers effectively.

Job Responsibilities:

Cross-Functional Collaboration & Customer Insight Reporting

• Own assigned business lines and produce monthly scorecards with actionable insights and recommendations based on customer feedback, product performance, and service metrics.
• Proactively recommend strategies to business line leaders that drive customer satisfaction, retention, and business growth.
• Collaborate with cross-functional teams on strategic implementations, ensuring experiences are designed with the customer top of mind.
• Perform regular reviews of customer support cases to ensure inquiries are resolved in a timely manner, and at a high level of customer service.

Platform & Service Enhancement

• Regularly conduct usability testing with a focus on enhancing digital platforms and improving user experience across all customer touchpoints.
• Present findings to product, digital, and other internal teams to recommend and implement improvements.

CX Strategy Development & Competitive Analysis

• Develop annual client experience strategies that enhance the customer journey, ensuring alignment with business goals and customer expectations.
• Conduct competitive analyses to identify industry trends and best practices.
• Collaborate with internal teams to foster a culture of continuous improvement. Influence others to integrate customer-centric thinking into product and service offerings.

Employee Training & Readiness

• Collaborate with internal departments to develop employee readiness tools, such as job aids and FAQs, to support product and service rollouts.
• Ensure employees are equipped with the necessary tools and knowledge to effectively communicate changes and improvements to customers

Other Duties as Assigned

• Perform any other related duties or projects as assigned to support the overall success of the Client Experience department.

Required

• Bachelor's degree in business, strategy, data analytics, communications, user experience (UX), or a related field (other relevant degrees also considered).
• Four or more years of experience in customer experience, user experience, digital, data analytics or a similar role, preferably in banking or financial services.
• Experience with usability testing, analyzing data, and influencing cultural behavior.
• Strong understanding of customer journey mapping, CX strategy development, and user experience best practices.
• Experience with support and customer relationship management tools (i.e., Salesforce).
• Proficient in Microsoft Excel and PowerPoint for reporting and presenting insights.
• Ability to manage multiple projects and prioritize tasks effectively.
• Strong analytical skills with the ability to synthesize data into actionable insights.
• Highly customer-focused with a passion for improving customer experiences.
• Strong problem-solving skills with the ability to think strategically and analytically.
• Adaptable and able to work in a fast-paced, dynamic environment.
• Detail-oriented, organized, and self-motivated.

Schedule:

• This role is eligible for a hybrid schedule: 3 days in the office and 2 days work from home, based on business needs. This arrangement may change without notice.

Columbia Bank and its affiliates is an Equal Opportunity Employer, including individuals with disabilities and veterans.