Customer Experience Advisor - San Diego, CA

Associates at California Bank & Trust work in a relationship-centered culture where they are provided with the tools, training, and opportunities to build the best possible relationships with our clients and with each other. Our workplace culture values each associate’s unique experiences, background and perspectives and provides a collaborative environment for all employees to grow and thrive.       

As a premier California-focused financial services company dedicated to serving its communities, families, and businesses (small, mid-sized and large), CB&T has been active for 70 years and has more than 80 full-service branch offices across the state. This dedication has helped the bank earn recognition as a perennial powerhouse in yearly voting for “Best Bank” and “Best Commercial Bank” from the readers of San Diego Union-Tribune and Orange County Register. Additionally, as a division of Zions Bancorporation, the bank has collected multiple Greenwich Excellence Awards for “Overall Client Satisfaction” in Small Business & Middle Market Excellence Awards.    

We are looking for a Customer Experience Advisor in San Diego, CA.  

Essential Functions:  

• Responsible to produce, analyze, and publish various reports in support of realizing improved customer experience and satisfaction ratings.  

• Perform complex quantitative and qualitative analysis to support customer experience improvement.  

• Produce, evaluate and report findings of detailed market research.  

• Provide historical trending, identify key trends, and provide executive summaries.  

• Provide deep and detailed analysis of customer experience and retention metrics.  

• Assist with developing customer surveys.  

• Develop and recommend client service standards that impact the business areas served.  

• Manage the analysis of service issues and make recommendations on resolution.  

• May make periodic calls to appropriate bank departments, and divisions to research service issues and convey recommendations for their resolution.  

• Responsible for assigned projects and support.  

• Manage projects as required.  

• Other duties as assigned. 

Qualifications:  

• Requires a Bachelors degree and 2+ years of customer or marketing based analytics, metrics, customer relations and service levels, business analysis, selling bank products or services, or other directly related experience. A combination of education and experience may meet requirements.  

• Working knowledge of customer or marketing data analysis, reporting, practices and principles, metrics, forecasting, and some financial analysis.  

• Knowledge of customer relations and service levels.  

• Strong knowledge of customer satisfaction drivers and strategic planning to achieve desired business results.  

• Ability to translate detailed analytics into insightful presentations.  

• Good understanding of business processes, tools, and techniques required to develop an engaged customer and employee environment.  

• Must possess strong communication and presentation skills.  

• Strong problem-solving, organization, and planning skills.  

• Self-motivated, can complete multiple tasks and meet deadlines.  

• Strong attention to detail and sensitivity to timelines/deadlines. 

Benefits:  

• Medical, Dental and Vision Insurance – START DAY ONE! 

• Life and Disability Insurance, Paid Paternal Leave, and Adoption Assistance 

• Health Savings (HSA), Flexible Spending (FSA), and dependent care accounts 

• Paid Training, Paid Time Off (PTO), and 11 Paid Federal Holidays 

• 401(k) plan with company match, Profit Sharing, competitive compensation in line with work experience 

• Mental health benefits, including coaching and therapy sessions 

• Tuition Reimbursement for qualifying employees 

• Employee Ambassador preferred banking products 

This position is eligible to earn a base salary in the range of $71,000 - $96,000 annually depending on job-related factors such as level of experience.