Cadence Bank Hiring for Voice of the Customer Program Manager at Birmingham, AL  Full Time

Who We Are

Cadence is committed to serving the lifelong needs of our customers. That’s a commitment made possible by our exceptional teammates. Our team members are what set us apart. Friendly, open, personable and committed to excellence, our teammates make up more than just a bank … they make up our communities.

No matter where you are in life or where you’re going, we may have the right career for you.

Competitive Benefits

Cadence offers a competitive and comprehensive benefits package centered on the well-being of our teammates. Some of our benefits include medical, dental, vision, employee assistance program, life insurance, 401(k), Retirement Pension Benefits, parental leave, tuition reimbursement, and more.

What The Role Is:
In todays highly competitive business landscape, understanding the voice of the customer has become crucial for companies aiming
to deliver exceptional customer experiences. The Voice of the Customer (VoC) Program Manager oversees the enterprise-wide
customer listening program to uncover and deliver actionable customer experience insights into every aspect of the company’s
business.

How You will Make an Impact:
(Principal Duties and Responsibilities)
* Lead the development and execution of the Voice of the Customer Program including design, implementation, semblance
and communication of results across the business.
Design and deliver a strategic program roadmap.
Establish and maintain program governance and operations (framework, data protocol, measurement, analysis &
reporting).
Effectively manage and maximize all aspects of related vendor partnerships.
* Serve as the advocate for – and subject-matter authority on – customer research methodologies and metrics such as Net
Promoter Score and Customer Satisfaction.
* Identify listening points and collect feedback during each stage of the customer journey to drive actionable results. This
may include surveys, focus groups and/or other research methodologies.
Partner with leaders and teams across the organization to align on methods to develop new customer listening
methods and refresh existing programs.

* Perform detailed analysis – by persona, segment and business – on data gathered to determine and anticipate trends and
impact.
* Consolidate feedback and regularly present executive summaries, dashboards and findings to the business stakeholders.
* Drive accountability of customer centricity by spreading awareness and insights to all levels of the company.
* In partnership with business stakeholders, identify opportunities for continuous improvement based on results.
* Support other Experience Management team efforts and initiatives.
* Collaborate with Human Resources to support teammate engagement efforts through the deployment of employee surveys
and feedback programs.

Who You Are:
* Bachelor’s degree or equivalent work experience
* Strategic, self-motivated and customer-centric leader with proven ability to drive change, inspire consensus and
motivate/influence teams
* 5+ years experience in project, program or product management, developing and implementing processes, managing
vendors and stakeholder management

* Methodological expertise, including data comprehension / interpretation / analysis, insights synthesization and actionable
storytelling skills
* Strong business acumen, communication skills and situational awareness to work with all levels within the organization
* Proficiency in various desktop tools and applications (MS Office Programs or Google Suite)
* Voice of the Customer and customer insight program experience – including working with Qualtrics or other leading VoC
provider – preferred
* Financial services industry experience preferred
* Regular and reliable attendance
* Works cooperatively with others

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Cadence Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, veteran status, genetic information or any other status protected under applicable local, state or federal nondiscrimination laws.