Arvest Bank Operations, Inc.
Customer Experience Architect
Arvest Bank Operations, Inc., Bentonville, Arkansas, United States, 72712
Pay is based on a number of factors including the successful candidate's job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits.
Position is Monday through Friday from 8 am to 5 pm with the ability to work additional hours as needed.
Position is based in Bentonville, AR, however, incumbent should be located within the Arvest 4 State Footprint (AR, KS, MO, OK).
Remote work options may be available outside of the 4-state footprint upon further review during the interview process.
The story of Arvest is one of commitment started by our founders in 1961, with an intense dedication to focusing on our customers. We will always be active and involved members of the communities we serve, and we will always work to put the needs of our customers and associates first as we continue to fulfill our mission -
People helping people find financial solutions for life.
Job Title: Customer Experience (CX) Architect
The Customer Experience (CX) Architect at Arvest is charged with championing the complete end-to-end customer experience for all of Arvest's existing and potential customers, which include individuals and business owners. They are an expert and educator in customer experience design and implementation, frequently presenting insights and providing expert advice on the subject across the company. The CX Design function is part of Arvest's design center of excellence, "EXP," also home to User Experience (UX) Design, Research, and Innovation. EXP rolls up to the Chief Product & Innovation Officer (CPIO).
What You'll Do at Arvest:
(Other duties may be assigned.)• Lead and execute CX Strategy, Design Research, and Service Design throughout the solution lifecycle (problem definition through solution design and measurement) in partnership with cross-functional team members.• Implement customer-centricity across the company through design frameworks and methodologies, including but not limited to Archetype/Persona development, Journey Mapping, Storyboarding, Service Blueprinting, Jobs-to-be-done, Experience Principles, Experience Metrics, Prototyping, and Lean Experimentation.• Design and facilitate cross-functional working sessions and workshops for strategic alignment and creative problem-solving.• Understand and analyze all aspects of our omnichannel banking experience-including digital, in-person, over-the-phone, and mailed touchpoints-to identify opportunities to attract, acquire, and retain loyal customers.• Leverage and contextualize insights from Voice of Customer (VOC) surveys, marketing and performance data, and research programs to monitor overall "journey health."• Support the Director of CX Design in developing and socializing target experiences and incorporating those as outcomes into roadmaps.• Integrate Design Research methods such as ethnography, contextual enquiry, participatory design, card sorting, and other activities selected to meet specific research goals.• Perform analysis and data visualization following research studies to communicate actionable findings and inform solution requirements.• Consistently report effective content to all levels of the organization (which may include senior leaders and members of Arvest's C-suite) and know when to balance polish and scrappiness.• Create and train on the utilization of meaningful experience metrics and dashboards, thereby accommodating stakeholders' needs to make results consumable and useful across the business.• Inspire, foster, and mentor colleagues who are interested in CX and Service Design, Design Thinking, Customer Journey Mapping, empathy-building and/or customer research as skills and practices.• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to one's job duties. This includes but is not limited to: complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations; and report any suspicious customer and/or account activity.
Responsibilities:
Toolbox for Success:• Bachelor's Degree in Business, Design, Psychology, Marketing, Data, Project Management, Research, or a related field or study, or equivalent relevant work or military experience.• 4 years of experience in one or more of the following areas: Customer or User Experience, Employee Experience, Service Design, Corporate Strategy, and/or Design Thinking.
Preferred:• Vendor management experience.• Experience in workshop facilitation to drive outcomes.• Experience in driving CX/UX Research functions, or similar• Knowledge of key CX metrics such as Customer Effort Score (CES), Customer Satisfaction (CSAT), and other user-centric metrics or proxies.• Experience with customer analytics (quantitative and qualitative) for root cause identification.• Experience with data visualization platforms such as Tableau.• Experience with journey management platforms such as JourneyTrack or TheyDo.• Experience in Agile or lean problem-solving; familiarity with Product Management.• Certification in Journey Management, CX or Service Design, Business Design, UX Research, and/or Design Thinking.
Physical Demands:
Regular attendance is an essential function of the job. The associate must be able to travel occasionally by themselves within the US, possibly overnight. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
We offer competitive compensation, benefits packages, and significant professional growth.
Arvest Bank is committed to providing equal opportunity to all persons regardless of race, color, race-based hairstyles and textures, religion, marital status, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, veteran status, or any other basis, which now or in the future may be specified by law.
Along with an excellent benefits package, our associates are engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our associates. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.
Grade 18
Pay Range:
$102,550 - 145,000 per year
Position is Monday through Friday from 8 am to 5 pm with the ability to work additional hours as needed.
Position is based in Bentonville, AR, however, incumbent should be located within the Arvest 4 State Footprint (AR, KS, MO, OK).
Remote work options may be available outside of the 4-state footprint upon further review during the interview process.
The story of Arvest is one of commitment started by our founders in 1961, with an intense dedication to focusing on our customers. We will always be active and involved members of the communities we serve, and we will always work to put the needs of our customers and associates first as we continue to fulfill our mission -
People helping people find financial solutions for life.
Job Title: Customer Experience (CX) Architect
The Customer Experience (CX) Architect at Arvest is charged with championing the complete end-to-end customer experience for all of Arvest's existing and potential customers, which include individuals and business owners. They are an expert and educator in customer experience design and implementation, frequently presenting insights and providing expert advice on the subject across the company. The CX Design function is part of Arvest's design center of excellence, "EXP," also home to User Experience (UX) Design, Research, and Innovation. EXP rolls up to the Chief Product & Innovation Officer (CPIO).
What You'll Do at Arvest:
(Other duties may be assigned.)• Lead and execute CX Strategy, Design Research, and Service Design throughout the solution lifecycle (problem definition through solution design and measurement) in partnership with cross-functional team members.• Implement customer-centricity across the company through design frameworks and methodologies, including but not limited to Archetype/Persona development, Journey Mapping, Storyboarding, Service Blueprinting, Jobs-to-be-done, Experience Principles, Experience Metrics, Prototyping, and Lean Experimentation.• Design and facilitate cross-functional working sessions and workshops for strategic alignment and creative problem-solving.• Understand and analyze all aspects of our omnichannel banking experience-including digital, in-person, over-the-phone, and mailed touchpoints-to identify opportunities to attract, acquire, and retain loyal customers.• Leverage and contextualize insights from Voice of Customer (VOC) surveys, marketing and performance data, and research programs to monitor overall "journey health."• Support the Director of CX Design in developing and socializing target experiences and incorporating those as outcomes into roadmaps.• Integrate Design Research methods such as ethnography, contextual enquiry, participatory design, card sorting, and other activities selected to meet specific research goals.• Perform analysis and data visualization following research studies to communicate actionable findings and inform solution requirements.• Consistently report effective content to all levels of the organization (which may include senior leaders and members of Arvest's C-suite) and know when to balance polish and scrappiness.• Create and train on the utilization of meaningful experience metrics and dashboards, thereby accommodating stakeholders' needs to make results consumable and useful across the business.• Inspire, foster, and mentor colleagues who are interested in CX and Service Design, Design Thinking, Customer Journey Mapping, empathy-building and/or customer research as skills and practices.• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to one's job duties. This includes but is not limited to: complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations; and report any suspicious customer and/or account activity.
Responsibilities:
Toolbox for Success:• Bachelor's Degree in Business, Design, Psychology, Marketing, Data, Project Management, Research, or a related field or study, or equivalent relevant work or military experience.• 4 years of experience in one or more of the following areas: Customer or User Experience, Employee Experience, Service Design, Corporate Strategy, and/or Design Thinking.
Preferred:• Vendor management experience.• Experience in workshop facilitation to drive outcomes.• Experience in driving CX/UX Research functions, or similar• Knowledge of key CX metrics such as Customer Effort Score (CES), Customer Satisfaction (CSAT), and other user-centric metrics or proxies.• Experience with customer analytics (quantitative and qualitative) for root cause identification.• Experience with data visualization platforms such as Tableau.• Experience with journey management platforms such as JourneyTrack or TheyDo.• Experience in Agile or lean problem-solving; familiarity with Product Management.• Certification in Journey Management, CX or Service Design, Business Design, UX Research, and/or Design Thinking.
Physical Demands:
Regular attendance is an essential function of the job. The associate must be able to travel occasionally by themselves within the US, possibly overnight. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
We offer competitive compensation, benefits packages, and significant professional growth.
Arvest Bank is committed to providing equal opportunity to all persons regardless of race, color, race-based hairstyles and textures, religion, marital status, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, veteran status, or any other basis, which now or in the future may be specified by law.
Along with an excellent benefits package, our associates are engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our associates. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.
Grade 18
Pay Range:
$102,550 - 145,000 per year