Client and User Experience Specialist

The Client and User Experience Specialist is responsible for designing, implementing, and continuously improving the overall experience for our clients and users across multiple platforms and touchpoints. You will collaborate with cross-functional teams across the bank, including marketing, brand, operations, product development, operations, risk management, and client support, to ensure that client and user needs are met with a seamless, intuitive, and engaging experience. This role will be crucial in shaping the way clients and users interact with our brand across all touchpoints, ensuring that their experience aligns with the bank's mission and enhances overall satisfaction.

Principal Duties & Responsibilities:

Client Experience Strategy and Tactics: Lead the development and execution of the strategy to enhance the client experience across all marketing channels and user touchpoints, aligning with both short-term and long-term business goal
• User Experience Design: Oversee and drive the design of digital experiences for clients, ensuring a seamless, intuitive, and engaging user journey across our digital banking platforms
• Cross-functional Collaboration: Work closely with marketing, product development, IT, and customer support teams to optimize both the digital and physical client journey.
• Client and User Feedback: Develop processes to gather and analyze client and user feedback, using insights to inform experience improvements and ensure customer satisfaction.
• Performance Metrics: Define, track, and report on key performance indicators (KPIs) related to client/user satisfaction, retention, engagement, and other experience-related metri
• Continuous Improvement: Champion a culture of continuous improvement by staying up-to-date on the latest trends and best practices in both client experience (CX) and user experience (UX), applying this knowledge to enhance client interactions with the bank.
• Brand Alignment: Ensure all client and user experiences align with the bank's brand values, ensuring a consistent and positive experience across all touchpoints.
• Mentorship & Team Collaboration: Work collaboratively with the broader Marketing and Experience team, providing guidance on user-centric design principles and fostering a user-first mindset within the department.
• Survey and Dashboard Management: Build and maintain surveys and dashboards in Qualtrics, ensuring effective data collection and analysis to drive actionable insights for client and user experience improvements.
• External Vendor and Parent Company Collaboration: Partner with external partners and our parent company to leverage technology, resources, and best practices to enhance the client and user experience within the bank.

• 3-5 years experience in client experience, user experience, or related fields, preferably in the financial services industry.
• 5+ years broad experience in transformation role.
• Strong understanding of user-centered design principles and methodologies, particularly within digital banking environments.
• Proven track record of successfully leading cross-functional teams and driving projects that improve client and user experiences.
• Proficiency with UX/UI design tools (e.g., Figma, Marketing Cloud Journey Builder) and analytics platforms (e.g., Google Analytics, heat mapping).
• Experience in building and maintaining surveys and dashboards in Qualtrics.
• Strong analytical skills, with the ability to interpret client feedback and data to inform strategy.
• Excellent communication and presentation skills, with the ability to articulate complex ideas to both technical and non-technical stakeholder
• Experience working within agile teams and iterative development processes.
• Familiarity with customer journey mapping, wireframing, and other UX-related methodologies.
• Critical thinker, a problem solver and someone adept at both seeing the big picture and understanding nuance.
  
• Very strong communication skills.
• Spanish-speaking proficiency is preferred to effectively engage with resources at our parent company.
  
• Certifications in UX, CX, or related fields (e.g., Nielsen Norman Group, CXPA).

• Bachelor's Degree in Business, Marketing, Design, or a related field (or equivalent work experience)
• Master's Degree Preferred

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP here.
• 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)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.