Enterprise Customer Experience Manager

$102,000 - $152,000/Yr

First Hawaiian Bank - Honolulu, HI

Full-time - Senior

Honolulu, HI

1,001-5,000 employees

Management of Companies and Enterprises

About the position

Join the First Hawaiian Bank ‘ohana, where our culture flourishes with purpose. We prioritize the 3 C's - Caring, Character and Collaboration - ensuring a workplace that is not only rewarding, but deeply fulfilling. Consistently recognized as one of the ‘Best Places to Work in Hawaii' for 14 consecutive years, we take pride in our longstanding commitment to both our team and the communities we serve, spanning over 165 years. Step into a career that offers stability, excitement, and growth. Experience the thrill of a dynamic environment paired with a comprehensive training program. Plus, enjoy the perks of our competitive compensation and benefits package. If you are ready for a career that empowers you to thrive, your journey starts here. First Hawaiian Bank is currently seeking a Vice President, Enterprise Customer Experience Manager to join our Sales, Service & Retail Training Division team. The Enterprise Customer Experience Manager is responsible for leading the development and implementation of strategies, processes, and initiatives to enhance the overall customer experience for the Bank's business customers across all segments. This role partners closely with business unit leaders, operations, and technology teams to identify opportunities to improve customer touchpoints, to increase customer satisfaction and loyalty, and to drive sustainable business growth.

Responsibilities

• Lead the development and implementation of strategies to enhance customer experience.
• Collaborate with business unit leaders, operations, and technology teams.
• Identify opportunities to improve customer touchpoints.
• Increase customer satisfaction and loyalty.
• Drive sustainable business growth.

Requirements

• Bachelor's degree in business administration, customer experience management, marketing, communications, computer sciences, or related field required.
• Master's degree in business administration preferred.
• 7 years of experience in Customer Experience Management, preferably in Retail Banking or financial services.
• Strong communication (oral and written) and presentation skills.
• Ability to build strong and collaborative relationships across the Bank.
• Ability to analyze and absorb complex information to develop business cases.
• Ability to plan, organize, and budget against a strategic roadmap.
• Attention to detail with excellent follow-through.
• Ability to work under pressure with multiple deadlines.
• Excellent time management skills.
• Proficient in Microsoft 365 suite of applications.
• Ability to build effective teams and lead individuals towards common goals.
• Ability to foster and maintain positive working relationships between peers, employees, management, and vendors.
• Ability to apply effective critical thinking skills towards complex problems and offer logical solutions.
• Ability to build trust and maintain confidentiality.
• Ability to listen effectively.
• Ability to develop professional, accurate, and complex documents.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance