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CX Associate



Multiple locations
Posted on Tuesday, April 9, 2024

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Job Summary

The CX (Customer Experience) and Journeys team is responsible for driving profitable customer and product strategies across all channels, helping to drive a seamless experience in servicing and retaining, and serving the right customers to drive meaningful engagement, profitable economics, and delivering key P&L metrics. This includes current and future state customer journey mapping, E2E experience articulation, journey insights to understand how customers are engaging with us and opportunities to improve. In addition, organizational influence through business case development, product growth strategies to drive the next generation of our business, and research to support knowing who our customers are helps inform the solutions and capabilities we bring to market. Performing these functions and understanding how the marketplace is evolving will ensure Bread Financial delivers a best-in-class customer experience.

The Discovery and Journey Mapping Associate will assist the team in defining current and future state customer journeys across our channels. This role will focus on monitoring customer touch points and tracking customer friction points in Jira. This role will be responsible for tracking user behavior across all channels including digital engagement to identify customer friction and optimize end-to-end customer experiences. Utilizing data and tools to identify drivers of dissatisfaction and pain points e.g., Medallia, Decibel, Adobe Analytics, Microstrategy, VCARS, and NICE/Nexidia (call listening tools) to glean insights will help define and craft seamless end to end journeys across people, process, policy, and technology. Support front line readiness to ensure the ability to understand and serve all new launches, and projects including digital features and functions in partnership with Operations. This role is also responsible for dashboards monitoring the progress of launches and highlighting any concerns to the business.

Essential Job Functions:

  • Data Analytics / Monitoring: Understand customer journeys to identify gaps and potential pain points in the customer experience across all interactions (e.g., acquisition, registration, log-in etc). Use data from key tools such as Medallia, Decibel, Adobe Analytics, MicroStrategy, VCARS, and NICE/Nexidia to track, find account examples and analyze customer feedback and work with CX manager to offer suggestions of improvement based on the insights gathered. Utilize key metrics such as net promoter score (NPS) to gauge performance against established criteria. Escalating identified opportunities to the CX Manager early is critical to timely resolution.

  • Business Strategy Support: Enterprise wide thinking to connect customer experience journey points through analysis across multiple interdependencies. Works with multiple teams across the organization to ensure that any gaps in the lifespan of the customer journey are addressed. Collaborate internally and externally to develop insights that support strategic planning and execution. Utilizes creative thinking to support strategic planning. Explore and recommend what other data should be tracked in order to establish actionable customer experience metrics that represent what matters most to our customers. Utilizes critical thinking skills to help analyze business issues, collaborates with stakeholders to resolve problems, is strategic, and gains consensus on the best solution.

  • Customer Research: Research and stay up-to-date on latest client experience strategies to devise fresh approaches to uncover insights and actionable results. Work with management to prioritize newly identified pain points. In conjunction with the broader CX team, manage a backlog of opportunities aimed at improving customer experiences.

  • Reporting & Presenting: Provide reports/dashboards on new projects/launches, proposals and data-driven presentations that evaluate the potential benefit of various customer experience initiatives and influence decision makers on the merits and considerations of these activities.

  • Customer Mindset: Imperative to our success is a passion to provide a best-in-class customer experience, to think like a customer, and to action in the best interest of our customer while maintaining clear business perspective and focus on the Bread Financial business model and bottom line.

  • Adaptability and Flexibility: Adapting to changing business priorities is critical to long-term success.

Reports To: Manager - Customer Experience

Direct Reports: None

Working Conditions/ Physical Requirements:

  • Normal office environment.

  • Some travel may be required.

  • This position is hybrid with an onsite schedule of 3-4 days per month. In-office requirements are subject to change based on business needs. This position is currently available to candidates that reside within 60 miles of Columbus, OH; Chadds Ford, PA; Coeur D'Alene, ID; Plano, TX; Draper, UT; Wilmington, DE; or New York, NY;

Minimum Qualifications:

  • High School Diploma or GED

  • 1+ year of relevant work experience

  • A passion to provide innovative solutions to enhance the client experience

  • Knowledge about financial services or web applications

Preferred Experience:

  • Bachelor’s Degree in Business, Marketing

  • Experience in a Customer Experience environment with a focus on customer journey mapping

  • Experience in research/analysis methodologies pertaining to customer experience

  • Experience in retail, consumer behavior or financial services.

Knowledge & Abilities:

  • Ability to provide a best-in-class customer experience, to think like a customer, and to action in the best interest of our customer while maintaining clear business perspective and focus on the company business model and bottom line.

  • Ability to adapt to changing business priorities is critical to long-term success.

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Typical Pay Range:

$26.55 - $48.05

Full Pay Range for position:

Washington: $27.85 - $55.25

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates, both full time and part time, can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Full-time hourly associates receive a bi-annual grant of Paid Time Off (“PTO”) in each January and July based on their service date and scheduled hours, whereas newly hired full time hourly associates in their first year of employment receive a prorated PTO grant on their 61st day of employment based on the month of hire and scheduled hours. Associates will receive a payout of any unused PTO, up to 40 hours, paid out in the next calendar year (except associates in Alaska, California, Colorado, Montana and Nebraska who are paid for all unused PTO). Additionally, hourly associates (except those in California) generally receive 72 hours of Paid Sick Leave Plus (“PSL+”) per calendar year, with a pro-rated grant in the associate’s first year of employment to the extent allowed by applicable law. If additional PSL+ is required in a particular jurisdiction, the company with comply with applicable law. Unused PSL+ does not carry over from one calendar year to the next unless required by applicable law. Instead of PSL+, hourly associates in California receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year.

Hired associates will be able to elect the purchase company stock during offering periods in June and December.

Click here for more Benefits and PTO information.

About Bread Financial

At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We’ve been consistently recognized as a best place to work nationally and in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread FinancialTM is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay™ buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread CashbackTM American Express® Credit Card and Bread SavingsTM products.

Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices.

  • Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
  • The Company is an Equal Opportunity Employer.
  • Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
  • The Company participates in E-Verify.
  • The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
  • The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at TaOps@breadfinancial.com.

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