Director, Customer Experience

Choose your next journey with Millennium Trust Company and join a culture that empowers and where you can innovate. You will be celebrated, you will be challenged, and you can aspire to inspire. You are more than a colleague here; you are part of a COMMUNITY that goes ABOVE and BEYOND professionally and personally to make a difference.
Don't meet every single requirement? Here at Millennium, we believe there is NO "PERFECT" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Millennium Trust is the place for you! We look forward to receiving your application! Check out a video on our Company Culture! Millennium Trust Culture
HOW YOU WILL SOAR:
The Director, Customer Experience ensures our customers have outstanding experiences throughout the journey, no matter the channel.
This leader is ultimately accountable for deeply knowing our customers, processes, products and communications and using that understanding to create experiences that help our clients get the most out of our products and services.
The leader will bring together relevant stakeholders across the business and work together to create a simpler, more empathetic experience.

• Develop and execute short and long-term CX strategies in close partnership with cross functional teams and leadership
• Drive strong alignment cross-functionally with marketing, product, operations, and client services teams to have them obsess over the customer pain points and translate them into better experiences and processes
• Articulate and execute a prioritized strategic roadmap
• Serve as a key stakeholder on enterprise data strategy and collaborate with marketing on MARCOM stack
• Partner closely with marketing and product on persona development
• Develop and monitor business objectives, timelines and KPIs to ensure performance
• Lead Voice of the Customer work to gain a deep understanding of customer motivations, pain points and expectations to inform our customer experience strategy and initiatives
• Analyze complex problems and situations, identifying the root cause and creating solutions
• Lead strategic enterprise projects as assigned

IF YOU HAVE SOME OR ALL OF THE FOLLOWING, APPLY:

• Bachelor's Degree
• 7-10 years of applicable experience
• Excellent analytical skills with a proactive nature
• Strong organization skills with a drive to meet deadlines
• An affinity for accuracy and efficiency
• Proficiency in Microsoft Excel, Word (including mail merge) and Outlook
• Strong verbal and written communication skills
• An aptitude for prioritization and multi-tasking
• Strong collaboration skills
• A drive to learn and apply new concepts quickly
• Experience with Salesforce CRM preferred

MILLENNIUM TRUST COMPANY is a rapidly growing, leading financial services company offering specialized retirement and institutional services and recently acquired PayFlex, a consumer directed benefits provider, to create a personalized, holistic approach to financial wellness. To that end, we provide a diversified multi-product business with a holistic focus on financial wellness. Millennium Trust has experienced year-to-year double digit growth and prides itself on its strong, progressive culture.
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2023 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.