Director - Innovation & Customer Experience - WSFS Bank - Philadelphia

Job description

Director of Innovation & Customer Experience

This position is intended for someone who is passionate about current and emerging customer behavioral trends. The incumbent will be responsible for growing and harvesting a customer centric environment that places high value on the customer experience and will inspire a persistent focus on the customer and help drive the organization to work together for optimum customer experience delivery. The incumbent will develop an overarching Customer Experience corporate strategy that maximizes customer bliss and minimizes Customer friction, measured through industry standard metrics such as acquisition, retention, wallet share and profitability. The incumbent will develop and implement a strategy for gamification as it relates to the Customer (and Associate) experience and overlay gamification strategies with social and online strategies for increased revenue and organizational competitiveness as well as partner with IT and Marketing to develop and implement a strategy for identifying, integrating and correlating all of our Customer information to enable us to anticipate customer need and provide a one-to-one customer experience that supports unified information access. The incumbent will partner with Business Lines to build a structured approach to the creation of an intimate customer relationship and institute a formal process for capturing, analyzing and responding to customer feedback, including leveraging current and emerging online channels to collect in the moment feedback at all Customer touch points and support a single view of the customer. The incumbent will create new business initiatives, prototypes and user experience cases and continuously improve the overall innovation capability within WSFS Bank as well as determine best practices, technical approaches and strategies that lead to people and terms becoming capable and motivated and develop ideas and plans to build capacity. The incumbent will provide research, analytical work, and qualitative framework to support the full cycle evaluation of potential ideas including idea/strategy description, market sizing, competitive landscape review, financial pro-forma construction and execution paths including entry/exit as well as proactively collaborate across the organization to identify innovation strategies and action plans that help achieve business unit and enterprise goals and also partner with internal and external stakeholders to identify opportunities to propel the organization’s growth. The incumbent will also collaborate with the consumer Insights teams and use existing or new insights to aid in innovation and partner throughout the organization to help evolve ideas based on insights. The schedule is a 40 hour work week M - F 8:00AM - 5:00PM.
Desired Skills and Experience
Minimum Qualifications:
· Bachelor's Degree or equivalent work experience is required.
· The incumbent must have 8+ years of experience managing technical projects E2E (end to end) and 5+ years of program management experience.
· He/she must have 5+ years of experience within a “Startup” environment, with exposure to methodologies such as “Lean Startup”.
· The incumbent must have a solid knowledge and proficiency in Visio, Access, Excel, and MS Project.
· He/she must have experience with Gamification.
· The incumbent must have demonstrated excellence in strategic thought leadership, stakeholder management, customer service, change management and building productive partnerships at all levels within a matrix organization.
· He/she must have a deep knowledge and interest of online and social media, including a curiosity about latest industry trends, technology and changes as well as a keen interest in defining new ways to use technology to deliver against business needs.
· The incumbent must have demonstrated experience in project management, business process mapping, business requirements design, data analysis, reporting and end user testing.
· He/she must have expert knowledge of online self-service sites, applications, mobile experience, and social applications.
· The incumbent must have the ability to synthesize analytics and interpret in the form of recommendations to improve the internal partner and customer online experience.
· Excellent organization and project management skills are required.
Physical Demands: The physical demands described below must be met by an Associate to successfully perform the essential functions of this job.
· Incumbent will be required to stand for intermittent periods of time.
· Incumbent may be required to sit for prolonged periods of time.
· Dexterity is mandatory as this job requires frequent use of hands and fingers.
· The incumbent will be required to walk, reach with hands and arms, push items over head, occasionally climb or balance, stoop, kneel, crouch or crawl.
· The incumbent will also be required to talk, hear, see, read and write.
· This position requires regular lifting and moving of 10-25 lbs.
· Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.
Cognitive Demands: The cognitive demands described below must be met by an Associate to successfully perform the essential functions of the job.
· This position requires adaptability, assessing, analyzing, decision making, calculating, dependability, memorizing, good judgment, stress control, prioritization, social skills and speaking.
· This position requires comprehension, organization, reasoning and decision-making, communication and mathematical ability.
· Incumbent must possess the capability to understand, remember, and apply oral and/or written instructions or other information, organize thoughts and ideas into understandable terminology, prioritization of own work schedule, apply common sense in performing job duties and making decisions which have impact on immediate work unit.
· Incumbent must be able to understand and follow basic instructions and guidelines, complete routine paperwork, use existing form letter and/or conduct routine oral communication, communicate with individuals using a telephone, hear and speak effectively on the telephone, express or exchange ideas by means of spoken word, communicate orally with others accurately and quickly, at an audible level that others can hear.
· Incumbent must also have the ability to cou

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