Customer Experience Project Manager

Austin, TX, United States

The Customer Service Project Manager supports the Customer Experience organization through problem identification, root cause and driving related projects. The CE Project Manager is expected to research the most escalated customer complaints and identify opportunities for improvement in the overall customer experience. The CE Project Manager will maintain and build strong relationships with Customer Service, Risk Management, Compliance, Banking Operations, Product channels and Legal departments. The CE Project Manager must have excellent verbal and written communication skills and the ability to work cross functionally to solve customer problems.

Responsibilities:

Analyze data from complaints and enterprise-wide escalations to uncover, introduce, and implement opportunities to increase customer satisfaction

Orchestrate and manage various projects related to improving the customer experience, driving and delivering projects through the Initiative Brief and Prio process

Responsible for analyzing customer satisfaction survey results

Provide oversight for Ouro Bug Hunts and drive for closure on related open JIRA’s

React to excursions impacting CH’s or agents’ ability to service CH’s; May include collaboration and gathering examples, posting Breaking News, opening JIRA’S, and driving for closure by assigned owners

Skills/Education/Experience:

Bachelor’s degree or minimum 3 years project management or Netspend related experience

Excellent verbal and written communication skills

Experience working cross-functionally and building consensus

Strong time management and organizational skills

Excellent Excel, word and PowerPoint skills or Google equivalents

Motivated, goal oriented and persistent

As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws

The Customer Experience Project Manager is a pivotal role within our dynamic Customer Service team, with a special focus on integrating the principles and methodologies of the CS Innovations Center. This role is responsible for identifying and addressing key customer experience issues, driving project initiatives, and fostering a culture of innovation and continuous improvement. The ideal candidate will collaborate closely with various departments, including Customer Service, Risk Management, Compliance, Banking Operations, Product Channels, and Legal, to develop and implement strategies that enhance customer satisfaction.

Responsibilities:

Innovative Problem Identification and Resolution:

Analyze customer complaint data and enterprise-wide escalations to pinpoint critical issues.

Utilize innovative techniques and methodologies from the CS Innovations Center to identify and implement improvement opportunities for enhancing customer satisfaction.

Project Management and Innovation Integration:

Lead and execute projects aimed at improving the customer experience, incorporating insights and strategies from CE complaint data and the CS Innovations Center.

Employ the Initiative Brief and Prio process to manage and deliver projects effectively, ensuring alignment with innovative customer service goals.

Customer Satisfaction Analysis and Enhancement:

Conduct thorough analysis of customer satisfaction survey results, integrating insights from the CS Innovations Center to inform improvement strategies.

Use innovative approaches to address findings and enhance the customer journey.

Technical Oversight and Response Management:

Oversee Netspend Bug Hunts, employing innovative problem-solving skills to resolve technical issues impacting customer service.

Manage and prioritize open JIRA tickets, ensuring swift resolution and closure.

Proactive Response to Service Challenges:

React promptly to issues affecting customer handling or agent performance, utilizing innovative strategies for quick resolution.

Engage in collaborative problem-solving, leveraging resources from the CE Team and CS Innovations Center as needed.

Skills/Education/Experience:

Educational Background:

Bachelor’s degree or a minimum of 3 years of project management experience, preferably with Netspend-related experience. Experience or knowledge in customer service innovations is highly desirable.

Communication and Collaboration Skills:

Outstanding verbal and written communication skills, with an ability to convey innovative concepts effectively.

Proven experience working cross-functionally and building consensus, especially in innovative or transformative projects.

Organizational and Time Management Abilities:

Strong organizational and time management skills, with an ability to manage multiple innovative projects efficiently.

Proficiency in Excel, Word, PowerPoint, or Google equivalents.

Innovation-Oriented Mindset:

A motivated, goal-oriented, and persistent individual with a passion for innovation in customer service.

Ability to integrate innovative approaches and ideas from the CS Innovations Center into everyday tasks and long-term projects.

Background Check Compliance:

As per NetSpend's Background Check policy, candidates may be subject to drug, criminal history, and credit checks in accordance with local, state, and federal laws.

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