Job Description

Reference # : 18-00282Title : Customer Experience Training Manager
Location : Long Island City, NY
Position Type : Contract
Experience Level : Start Date / End Date : 02/19/2018 / 02/12/2019
Job Description:
This role is a key position supporting the Experience Transformation team in expanding its Customer Experience (CE) Academy program. The program has already delivered numerous training sessions, and as a result has generated significant demand in many key Major Global Bank sites. The CE Ambassador will drive the promotion and proliferation of the program by partnering closely with key contacts from across the company, and by establishing a support framework and process for those partners.
- Oversee the promotion and growth of the CE Academy program and Experience Redesign training sessions through establishment of a Champion framework and community across different organizations and teams within Major Global Bank
- Rapidly learn and digest the training material to be able to eventually serve as a co-facilitator for the training sessions
- Actively manage and invest in Champion network to ensure that our Champion partners have all of the necessary tools and information to successfully roll out the CE Academy program in their respective teams and regions
- Coordinate surveys and feedback forums for the Champion Network to identify opportunities to improve and enhance the program for broader dissemination across the company
- 3-5 years of Business, Marketing, or Customer Engagement experience. Professional training or facilitation experience a plus
- Strong communication, relationship management, and interpersonal skills
- Must be a passionate advocate for the customer and a champion for change, willing to speak up and challenge the status quo in order to build a truly customer-centric organization and culture
- Exceptional organizational skills
- Proactive self-starter – ability to learn materials quickly and educate others on those concepts
- Ability to quickly adapt and maintain a flexible approach and resiliency in an agile environment


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