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Experience Leader - Alaska

Company: KeyCorp
Location: Anchorage
Posted on: January 17, 2020

Job Description:


The Experience Leader (EL) reports to the Market Experience Leader (MEL) or Retail Experience Leader (REL) and is responsible for client experience, change management and strategic partnerships with Area Retail Leader (ARL) within assigned area. The EL directly champions self-service for transaction migration as well as Digital Financial Wellness. Responsible for influencing behaviors and provides observational coaching for Branches based on current sales performance and client experience scores. Accountable for scheduling oversight of branch staffing levels across assigned area. Direct management of float staff and on-call teller schedules. This role also provides quality control over branch operations to ensure compliance with regulatory obligations, security and internal controls, and best practices for minimization of operational risk. Identifies continuous improvement opportunities of operational efficiencies to better serve clients. The EL effectively manages complex client issues and complaint resolution with timely escalation to proper channels.


Client Experience:
Monitors the client experience trends (quantitative and qualitative) in Area and incorporates Market/Regional trends in analysis of results
Coaches and influences branch performance by sharing related best practices at Branch and Area level
Drives adoption and consistency of enterprise initiatives across Area by influencing behaviors and providing observations for branches based on current performance
Inspects Client Service Action Plans and partners with ARL/REL on results and next steps
Coaches to the Utilization of our Digital Financial Wellness Experience

Change Management:
Provides change leadership in partnership with ARL to help implement, execute, and reinforce critical changes within the branch network; keeps pulse on employee adoption and escalates feedback and observations as needed
Drives adoption and consistency across Area of enterprise initiatives; Acts as a champion for transaction migration and Digital Financial Wellness
Brings to life change management knowledge for employees and clients through observational coaching
Identifies opportunities for continuing education and talent development of branch staff
Partners with ARL on creation and execution of employee engagement action plans

KeyCorp is an Equal Opportunity and Affirmative Action Employer Min/Fem/Vet/Disabled.

Keywords: KeyCorp, Anchorage , Experience Leader - Alaska, Other , Anchorage, Alaska

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