Summary:

The Director of Customer Experience Process Engineer brings six sigma discipline to problem solving and root cause analysis. The Customer Experience team analyzes the voice of the customer and identifies issues in each business unit that may contribute to customer dissatisfaction. The Director of Customer Experience Process Engineer must have a good understanding of the customer issues. He/she will lead cross functional problem solving sessions leveraging lean six sigma tools and methodologies with the business unit leaders to find solutions to improve customer experience. These solutions may involve process reengineering, customer journey mapping, and system enhancements. The role will track and measure the impact of these changes on customer satisfaction.

Essential Job Duties and Responsibilities:

Ability to think creatively and logically, communicate clearly, and empathize with others 

Work collaboratively with team members to gain deep understanding of the customer journey, issues and opportunities for improvement.

Lead problem solving sessions to identify root causes to issues with business unit leaders

Design and map customer journeys

Develop recommendations for solutions to improve customer experience and increase operational efficiency

Design and implement pilots to test potential solutions

Track, measure, and report out on impact of the solutions on customer experience

Leverage lean six sigma tools and methodologies

Have good understanding of servicing department’s processes, systems, reports & tools

Comply with all company policies and procedures.

Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Expertise in process mapping, reporting, and PowerPoint presentations

Ability to deliver results under time constraints and meet aggressive timelines

Proficiency in initiating, establishing and maintaining relationships with the business community

Education and/or Experience:

Bachelors or higher degree in marketing with a concentration in analytics, statistics, computer science, or similar field.

Minimum of five (5) to ten (10) years of project management or similar practical experience in financial services industry – preferably mortgage

Six sigma certified or practitioner of six sigma principles

Certificates, Licenses, Registrations:

None Required

Work Complexity:

Problems and issues faced are difficult. Problems typically impact multiple departments. Problems are typically solved through drawing from prior experience and analysis of issues.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.