About Company
Horizon Bank is a community-focused financial institution dedicated to providing exceptional banking services and fostering strong relationships with our customers. With a rich history spanning over 150 years, we’ve grown from a local mutual savings bank to a leading financial partner across Indiana and Michigan. We pride ourselves on innovation, community involvement, and a commitment to our employees’ growth and well-being. At Horizon Bank, we believe that great service begins with a great team, and we’re constantly evolving to meet the changing needs of our customers in an increasingly digital world. Our remote division is at the forefront of this evolution, leveraging technology to deliver seamless, personalized experiences no matter where our customers are.
Job Description
Horizon Bank is seeking an innovative and results-driven Customer Experience Manager to lead our dedicated Remote Division. This pivotal role is perfect for a strategic thinker with a passion for optimizing digital interactions and cultivating lasting customer loyalty in a virtual environment. As the Customer Experience Manager for our Remote Division, you will be instrumental in defining and executing strategies that elevate the entire customer journey for our remote clientele, from initial contact through ongoing support and relationship building. You will be responsible for understanding the unique needs and expectations of remote customers, identifying pain points, and implementing solutions that not only resolve issues but delight our customers and exceed their expectations. This role demands a proactive leader who can analyze customer feedback, leverage data analytics, and collaborate cross-functionally with product development, marketing, IT, and remote operations teams to ensure a consistent, high-quality experience across all digital touchpoints. You will champion the voice of the customer within the remote division, driving continuous improvement initiatives, fostering a customer-centric culture, and empowering your team to deliver best-in-class service. If you are passionate about transforming customer interactions in a digital-first landscape and thrive in a dynamic, forward-thinking environment, we invite you to join Horizon Bank and help us shape the future of banking for our remote customers.
Key Responsibilities
- Develop, implement, and manage comprehensive customer experience strategies specifically tailored for Horizon Bank's remote customer base.
- Lead, mentor, and motivate a team of remote customer experience specialists, fostering a culture of excellence, empathy, and continuous improvement.
- Utilize customer feedback, surveys, and data analytics to identify key trends, pain points, and opportunities for enhancing the remote customer journey.
- Design and optimize digital customer touchpoints and workflows to ensure a seamless, intuitive, and efficient experience.
- Collaborate with product, marketing, and IT teams to integrate CX initiatives into product development, service delivery, and technology enhancements.
- Establish and monitor key performance indicators (KPIs) such as NPS, CSAT, churn rate, and resolution times for the remote division, reporting on progress and insights to senior management.
- Champion the voice of the customer across all remote operations, advocating for customer-centric decisions and improvements.
- Implement best practices for remote customer engagement, proactive communication, and conflict resolution.
- Stay abreast of industry trends, emerging technologies, and competitive landscapes in remote customer experience and digital banking.
- Ensure all remote customer interactions comply with regulatory requirements and internal policies.
Required Skills
- 5+ years of progressive experience in Customer Experience (CX) management, with a significant portion in remote or digital service environments.
- Proven leadership and team management skills, with experience building and motivating remote teams.
- Exceptional analytical skills, with the ability to interpret complex data and translate insights into actionable strategies.
- Proficiency with CX platforms (e.g., Salesforce Service Cloud, Zendesk, Qualtrics) and CRM systems.
- Strong understanding of digital banking products, services, and customer behaviors.
- Excellent verbal and written communication skills, with the ability to articulate vision and influence stakeholders at all levels.
- Demonstrated ability to drive continuous improvement and foster a customer-centric culture.
- Strategic mindset with a focus on problem-solving and proactive solution development.
Preferred Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Master's degree or relevant professional certifications (e.g., Certified Customer Experience Professional – CCXP).
- Experience in the financial services or FinTech industry.
- Familiarity with agile methodologies and project management tools.
- Experience leveraging AI/ML tools for enhanced customer interactions.
Perks & Benefits
- Competitive salary and performance-based bonus structure.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company matching contributions.
- Generous paid time off (PTO) and paid holidays.
- Flexible remote work arrangements.
- Opportunities for professional development, training, and career advancement.
- Employee assistance program and wellness initiatives.
- Supportive and collaborative company culture.
How to Apply
Interested candidates are encouraged to apply directly through our official careers portal. Please click on the application link below to submit your resume and cover letter, outlining your experience and qualifications for this role. We look forward to reviewing your application.