Voice of the Customer Implementation & Improvement Manager
Company: MUFG Union Bank
Posted on: April 9, 2021
MUFG is committed to the safety and well-being of our
colleagues, clients, candidates, and the community as we manage the
current COVID-19 pandemic. During this time, as we continue to
recruit and hire exceptional talent to join our team, we are taking
the necessary precautions to limit in-person contact, aligned with
Federal, State, and local health recommendations and requirements.
All interviews are being conducted remotely via Skype, FaceTime, or
phone. Additionally, we have implemented remote on-boarding for new
colleagues, as appropriate. Thank you for your interest in
exploring career opportunities with MUFG. Voice of the Customer
Implementation & Improvement Manager, Vice President Are you
passionate about creating an exceptional client experience?
Discover your opportunity with Union Bank--, a division of the
Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial
group in the world. At Union Bank, we have our clients' best
interest in mind and draw on more than 160 years of experience to
understand their distinct needs to tailor our solutions. We're part
of 180,000 colleagues around the globe striving to be the world's
most trusted financial group, knowing that trust starts with a
culture of putting people first and empowering you to achieve your
potential. Join Union Bank, where being inspired is expected and
creating results is rewarded. The VoC Implementation & Improvement
Manager is responsible for directly supporting multiple LOB areas
in the implementation of Voice of the Client (VoC) initiatives.
These VoC initiatives have significant client impact and involve
internal resources and partnerships. Initiatives include
implementation approach development, supporting LOB managers in all
related implementation efforts and behavioral change management to
improve client and employee experiences. Exercises sound business
judgment in managing the initiation, planning, and execution of
assigned VoC programs. Major Responsibilities:
- VoC Improvement Programs - Design, set up, support, track and
report on LOB execution of VoC Improvement programs designed to
improve client satisfaction and advocacy, e.g., education sessions,
coaching sessions to review performance, action plan development
and execution, reporting to key stakeholders, etc.
- VoC Initiative Implementation - Support LOB management in
implementation of VoC initiatives: In collaboration with LOB
management, design approaches and timetables to successfully
implement new VoC tools that will infuse VoC into client
- Advice - Provides information, recommendations and coaching to
internal business partners as appropriate. 30%
- VoC Initiative Support - Support LOB management in the ongoing
use of VoC tools to improve client & employee experience: By
monitoring reporting and 1-to-1 observations with mid-level and
senior managers, assist LOB management to ensure regular engagement
by LOB managers in the ongoing use of VoC data. Where low usage of
VoC tools is identified, lead root cause engagement sessions to
identify reasons for low VoC tool adoption within the LOB Support
LOB managers and the broader CE team to progress resolution for
reasons of low VoC tool adoption.
- Maintain and Promote CE Awareness/Expertise: Gathers and
maintains awareness of current information on competitive programs,
products, sales strategies and marketing programs that affect the
- Regularly reviews client insight data to monitor trends and
identify potential issues and solutions for improving client
- Engage with Agile project teams to ensure use of CE Experience
Design principles in RB client-impacting projects.
- Represent Client Experience at LOB cross-functional projects
that touch the client or employee experience.
- Identifies and requests additional research for use in
decision-making to improve the client experience.
- Ensure adherence to all bank policies relative to Regulatory
Compliance such as the Bank Secrecy Act, USA Patriot Act,
Anti-Money Laundering Act, Privacy Act and Regulations Q & X
- Certification that all related forms such as Customer
Identification Program (CIP), Know Your Customers (KYC), Suspicious
Activity Reports (SARS), Currency and Transaction Reporting (CTR),
etc. and verify related tasks are completed within assigned time
- Actively participate in any required corporate and business
line Compliance Training. Qualifications: Education, Licensure,
Year of Experience (and type of work experience):
- Bachelor's degree required.
- 5-10 years Financial services/banking.
- 5+ years of managing seasoned talent at diverse management
- Minimum 3+ years of experience in managing or directly
supporting VoC programs.
- Some experience in managing cross-functional programs.
- Some experience in training desired.
- Customer Experience Certifications a plus, e.g., CXPA
- Excellent understanding of banking environment, good and broad
understanding of banking client segments and channels, e.g.,
retail, small business, branch sales and service, call center
service, etc. Knowledge, Skills, Abilities:
- Strong verbal and written communication skills.
- Excellent coaching skills.
- Strong understanding of client experience management
- Planning and organizing skills.
- Good Analytical skills.
- Detail-oriented The above statements are intended to describe
the general nature and level of work being performed. They are not
intended to be construed as an exhaustive list of all
responsibilities duties and skills required of personnel so
classified. We are proud to be an Equal Opportunity / Affirmative
Action Employer and committed to leveraging the diverse
backgrounds, perspectives, and experience of our workforce to
create opportunities for our colleagues and our business. We do not
discriminate in employment decisions on the basis of any protected
category. A conviction is not an absolute bar to employment.
Factors such as the age of the offense, evidence of rehabilitation,
seriousness of violation, and job relatedness are considered in all
employment decisions. Additionally, it's the bank's policy to only
inquire into a candidate's criminal history after an offer has been
made. Federal law prohibits banks from employing individuals who
have been convicted of, or received a pretrial diversion for,
certain offenses. We are committed to ensuring that our online
application process provides an equal employment opportunity to all
applicants, including individuals with disabilities. If you are an
applicant with a disability, or are assisting an applicant with a
disability, and require accessibility assistance or an
accommodation to apply for one of our jobs, please submit a request
by telephone at 1-866-275-4717 or email us at AskHR@us.mufg.jp .
Include your contact information and specific details about your
requested accommodation. We are proud to be an Equal
Opportunity/Affirmative Action Employer and committed to leveraging
the diverse backgrounds, perspectives and experience of our
workforce to create opportunities for our colleagues and our
business. We do not discriminate in employment decisions on the
basis of any protected category.
Keywords: MUFG Union Bank, Sacramento , Voice of the Customer Implementation & Improvement Manager, Executive , Sacramento, California
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