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Customer Experience Officer - Journey Optimization

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Date: Feb 15, 2019

Location: New York, NY, US, 10004


Join the Popular Team!

Founded in 1893, Popular Inc. has been built upon strong institutional values while providing broad financial services within the United States, Puerto Rico, and the Caribbean.

We strive to create an extraordinary legacy with a passion for customer service, tremendous dedication to our employees, and strong partnerships in the communities where we reside. Come explore Popular - Our bottom line is you.

US Customer Experience

In this position, you will define existing Popular’s customers end-to-end journey maps and optimize these journeys incorporating customer insights, experiences and opinions. The Customer Journey Optimization Officer position will be centrally aligned with the Customer Experience team.

In this position, you will:

  • At a segment and customer profile level, develop and redesign multichannel customer journeys, working with the client and operational teams towards detailed and deliverable service blueprints and process optimization.
  • Drive benefits delivery through a program of improvement initiatives, quantifying customer experience and contact reduction
  • Apply design thinking, six-sigma in collaborative environments to innovate and improve the service experience
  • Design with data!  Overlay robust data and insight across journeys.
  • Analyze root cause of key drivers of failures and customer dissatisfaction ensuring we focus on the right areas to improve our business
  • Develop failure demand measurement and surface into dashboards providing the ability to track the benefit of each change
  • Manage the cost/benefit profile of each initiative within the Consumer portfolio
  • Develop new self-serve capabilities to improve the customer and employee experience
  • Leveraging Voice of the Customer, identify key areas of opportunity for improvement and low-hanging fruit.
  • Pursue and get buy-in support from area leadership and key stakeholders
  • Define and set up KPIs and SLAs.
  • Monitor and remove roadblocks impacting process improvements.
  • Identify needs and ensure mindsets and behaviors are incorporated in all designs and implementation

To be considered, you will need:

  • Bachelor’s Degree required; major in Industrial Engineering, Business Administration, or similar preferred
  • Minimum three years of experience working within a similar customer journey process improvement role
  • Minimum five years of experience and knowledge of bank sales and service function or similar
  • Six Sigma Green Belt (or equivalent) preferred
  • Ability to take a blank canvas and create/paint a roadmap of activity
  • Digital background with customer experience focus would be desirable
  • Project Management experience
  • Experience other CI/ lean methodologies
  • Ability to lead from the front with strong stakeholder management and influencing skills
  • Comfortable working in virtual and / or cross functional teams where a confident style needs to be balanced with diplomatic sensitivity
  • Strong verbal, written and presentation skills with a high attention to detail
  • Preferred: proficiency in process improvement tools and methodologies such as design thinking, lean six sigma, agile, customer journey mapping, and analytics.
  • Proven problem-solving skills, project management skills, attention to detail, and exceptional organization skills
  • Ability to lead teams that are not direct reports.
  • Ability to deal with ambiguity and competing objectives in a fast-paced environment
  • Ability to articulate complex issues and themes to stakeholders
  • Capability to build effective teams, and promote integration and inclusion
  • Strong collaboration skillset
  • Customer Centric mentality


Please consider joining our DYNAMIC, friendly team! It takes only a few minutes to check-out this great opportunity and apply!

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

To learn more about Popular, visit our website at

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Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

Job Segment: Lean Six Sigma, Business Process, Six Sigma, Management, Customer Service

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