Customer Experience Officer

General Description

The Customer Experience Officer designs, implements, and continuously improves customer onboarding and product lifecycle experiences for various banking products such as personal loans and deposit accounts. The role translates customer and business needs into content, journeys, workflows, and requirements, that increase activation, engagement, retention, primacy, and satisfaction

Essential Duties and Responsibilities

•    Develop and refine customer-facing content for multiple banking products, ensuring communications are clear, simple, relevant, and customer-centric.
•    Write and edit copy for digital experiences, onboarding communications, emails, notifications, educational content, FAQs, instructions, and other customer touchpoints.
•    Help establish and maintain content standards, tone-of-voice guidelines, and reusable content principles across customer journeys.
•    Develop and maintain current-state and future-state customer journey maps for multiple banking products.
•    Evaluate customer experience across digital and assisted channels, including key moments such as discovery, application/account opening, onboarding, servicing, and early-life engagement.
•    Identify customer pain points, friction, gaps, unnecessary complexity, and opportunities for simplification.
•    Translate journey findings into actionable recommendations, requirements, workflows, and experience improvements.
•    Review proposed customer experiences before implementation to identify potential confusion, friction, inconsistencies, or unmet customer needs.
•    Participate in testing and hyper-care activities to ensure implemented solutions deliver the intended customer experience.
•    Coordinate and manage projects related to innovation and customer experience initiatives.
•    Help structure projects from concept through implementation, defining objectives, customer problems, requirements, stakeholders, milestones, dependencies, and expected outcomes.
•    Develop recommendations, presentations, and business cases to communicate proposed innovations to stakeholders and leadership.

Education

Bachelor’s degree in Business Administration, Industrial Engineering, Communications, or a related field .

Experience

At least three years of relevant professional experience in the following areas: customer experience, customer journeys, content generation / copywriting, lifecycle management, product management, process improvement, marketing automation, digital transformation and/or customer insights.

Other Qualifications

•    Strong communication and creative skills.
•    Customer-centric and hyper-care focused.
•    Proficient or expert in Word Power Point. Power BI or other visualization tools are preferred.
•    Preferred experience in journey mapping process and tools such as Microsoft Visio. 
•    Preferred experience with project management tools.
•    Strong verbal and written skills in Spanish and English, and strong presentation skills to high level stakeholders. 
•    Experience in financial services, banking, consumer lending or deposit products is preferred.

Region Locations

San Juan , Puerto Rico

Values