Reference #: R-58Main Office: 800 Philadelphia Street, Indiana, PA 15701North Shore: 358 North Shore Drive, Suite 202, Pittsburgh, PA 15212Cuyahoga Falls: 2032 Front Street, Cuyahoga Falls, OH 44221Camp Hill Corporate: 3314 Market Street, Suite 301, Camp Hill, PA 17011Hilliard: 4599 Cemetery Road, Hilliard, OH 43026West Chester Building: 10 N Church Street, West Chester, PA 19380Plum: 7660 Saltsburg Road, Pittsburgh, PA 15239

　　Work Days and Expected Hours:Monday - Friday: 8:00 AM - 5:00 PM(Additional hours as necessary to meet the objectives of the department).

　　Function: This position establishes plans and overall direction of customer experience at S&T Bank. Charged with building the infrastructure to fuel key corporate directives surrounding customer experience management, continuous process improvement, and consumer and commercial banking support. Facilitate feedback and discovery efforts, working collaboratively with lines of business and divisions including Legal, Risk, and Compliance to manage and monitor risks. Partners with Consumer and Commercial Banking leadership to own the customer experience across channels including establishment of customer service standards, monitoring of customer satisfaction surveys and maintaining experiences consistent with the overall S&T brand; defines and manages the execution of and measurement to defined customer experience goals.

　　Duties and Responsibilities:

　　Serve as the voice of the customer, advising stakeholders of the impact associated with products and processes, creating, and reviewing monthly customer experience surveys providing keen insight into customer priorities.

　　Translate data-research, surveys, complaints, and customer and colleague feedback-into insights that validate strategic direction, identify moments that matter most to customers, develop customer experience projects, and establish key drivers of satisfaction.

　　Leads Customer Surveys, Focus Groups and Banker Roundtables to identify digital opportunities and enhancements.

　　Shares Customer Survey Results and Complaint data to influence future Digital Enhancements (S&T Digital Backlog).

　　Collaborates with line of business leadership, product management and marketing team to design, develop and create Digital Customer Journey Maps and Digital Customer Personas.

　　Incorporates Digital strategy and behavioral expectations into Sales Conversation trainings and observations.

　　Share data across the enterprise, driving a shared focus on efforts to improve the customer experience through training, process changes, communication enhancements, system modifications, and policy and procedure updates.

　　Collaborates with channels and business partners that service customers in developing meaningful and achievable customer advocacy and customer satisfaction goals.

　　Develops and oversees processes which enable the sharing and adapting of best practices for improving customer experience across the organization.

　　Envisions, defines, and delivers customer experiences, partnering across marketing and lines of business teams to advocate and drive from concept to pilot, and transition effectively to ensure in-market execution.

　　Designs and articulates the current and ideal customer (and related employee) experiences. Collaborates with other teams across the organization to make the experiences come to life.

　　Communicates effectively and clearly ideas through team discussions, presentations, and documents to garner support for projects.

　　Evaluates key customer experience metrics as measured by current survey constructs to help stakeholders better weight and prioritize customer feedback trends.

　　Manages the Consumer Bank Sales Specialist team for consistency of customer experience across retail branch network.

　　Participate in product and marketing prioritization processes, ensuring key priorities and standards are being addressed according to customer experience feedback mechanisms an trends.

　　Physical Demands:Operates office equipment: 10% of the day. The primary parts of the body involved in performing these tasks are the fingers, thumbs, hands. The job requires reaching above the shoulders, which is slow in speed. Use of manual dexterity skills for typing and data entry up to 40% of the business day. Travel as needed to branch and/or training sites and possible overnight stays required. Specific vision requirements include close vision of 18"-20" for computer work and travel. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Ability to travel long portions of time as needed.

　　Education:Bachelors: Academic/General (Required)

　　Experience:Ten plus years of general business experience required. Five to ten years specialized customer experience related roles required, retail banking leadership experience preferred.

　　Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

　　The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

　　Salary Range:

　　$75,000.00 - $160,000.00

　　EEO/AA Minority/Female/Disability/Veteran