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Customer Experience Manager - American Airlines

at Barclays in Wilmington, Delaware, United States

Job Description

Customer Experience Manager Wilmington, DE

As a Barclays Customer Experience Manager, you will be responsible for setting the customer experience strategies for the American Airlines program. You will manage our most influential, partner products requiring a more robust level of engagement meeting partner expectations for project engagement, servicing, and escalation management. The customer experience is critical to these partnerships and having best-in-class customer service and rewards journeys. Barclays is one of the world’s largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We’ve helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity. What will you be doing? • You will drive strategy that ensures continual innovation and improvement to current products and procedures • Reviewing analytics and MIS to create strategic action plans to drive the right experience focused on building customer and partner loyalty • Setting and achieving customer experience goals set by the partner or internal; work collaboratively with other Partnership customer experience leads • Managing the customer experience (CX) needs assessment and end to end implementation of items in projects related to refreshes, conversions, rebrands, etc • You will manage all required service levels, resolving issues and developing strategies to improve performance against designated teams • Establish an on feedback loop with BCUS captive sites, offshore suppliers, QA, Learning Delivery and Design and drive listening sessions for select partners • Ensuring we are operating in control by monitoring KRIs across CX • Identifying internal and external risks and drive development of proactive and response strategies: engages cross-functional teams to implement What we’re looking for: • Bachelor’s degree or equivalent work experience • 5+ years of business experience preferably in financial oriented consumer market • Proficient with Microsoft Office suite to be used for capturing data and creating presentations • Strong understanding of segment P&L and balance sheet Skills that will help you in the role: • Experience in Partnerships oriented business • Experience with operations/call center • Strong oral and written communication skills to be used for presentations, influencing change, processing improvements, funding, etc • Strong analytical skills used for pulling together raw data to tell a story Where will you be working? Barclays’ Wilmington campus includes two beautiful buildings located along the historic Wilmington Riverfront. A glance out our windows reveal a scenic look at the Christina River, along with a growing riverfront community of luxury apartments, shops, and restaurants. Additionally, the Wilmington train station is a short walk away making travel from New York and Washington, DC convenient. #LI-WP2020 To view full details and how to apply, please login or create a Job Seeker account
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Job Posting: JC187238113

Posted On: Jul 05, 2021

Updated On: Dec 02, 2021