Customer Experience Consultant

PNC Financial Services Group - Pittsburgh, PA3.7

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. As a Customer Experience Consultant within PNC's Customer First organization, you will be based in Pittsburgh PA. You will drive the Retail organization’s customer experience strategy through experience design, project leadership and collaboration.

Job Profile

Leads the implementation of programs and processes intended to help the organization understand and consistently deliver the desired customer experience. Identifies key stakeholders, influences and ensures alignment, leads improvement to the customer experience consistent with PNC's customer advocacy and risk appetite.
Analyzes customers' needs, identifies gaps and makes recommendations that will enhance customers' satisfaction, productivity or profitability. Identifies additional information needs and analysis to be completed.
Examines existing customer service and customer experience practices in terms of people, processes, and technology; identifies priorities and stakeholders required to lead change.
Works across the organization (e.g. Operations, channels, products, business, etc.) to ensure that the customer perceives a seamless, consistent and positive view of the organization. Makes recommendations on policies and processes for adjustment and/or implementation.
Refers customer issues and needs to appropriate business units; builds relationships to ensure consistent ownership, follows up to identify root cause and to ensure accurate and timely responses to identify priorities and ensure a sustainable process, to improve the customer experience and motivate their loyalty.

Core Competencies

Manages Risk - Working Experience

Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework.
Customer Focus - Extensive Experience

Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions.

Job Specific Competencies

Customer Experience Management. - Extensive Experience

Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.
Process Management - Extensive Experience

Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.
Effective Communications - Extensive Experience

Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Decision Making and Critical Thinking - Extensive Experience

Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
Group Facilitation - Extensive Experience

Ability to design and facilitate a group process, elicit contributions from group members, stimulate a focused group discussion, and achieve a desired outcome.
Influencing - Working Experience

Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
Managing Multiple Priorities - Extensive Experience

Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
Analytical Thinking - Extensive Experience

Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.
Project Management - Extensive Experience

Ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources, to achieve project objectives.

Required Education and Experience

Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

EEO Statement

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law