Columbia Financial, Inc.

Experience Optimization Specialist

Columbia Financial, Inc. • $70K — $95K *
Fair Lawn, NJ 07410In-Person
Finance & Insurance
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in business, strategy, data analytics, communications, user experience (UX), or related field; other relevant degrees may be considered.
  • 4+ years experience in customer experience, user experience, or data analytics, preferably in banking or financial services.
  • Proven experience in usability testing and data analysis to influence internal culture.
  • Strong grasp of customer journey mapping and CX strategy development.
  • Proficient in customer relationship management tools (e.g., Salesforce) and Microsoft Excel/PowerPoint.

Responsibilities

  • Own assigned business lines and create monthly scorecards with insights based on customer feedback and service metrics.
  • Recommend strategies to enhance customer satisfaction, retention, and business growth.
  • Collaborate with teams on strategic projects to ensure a customer-first experience.
  • Conduct regular reviews of support cases to guarantee timely and high-quality service.
  • Perform usability testing to refine digital platforms and improve user experiences.
  • Present findings to internal teams to advocate for user-centric improvements.
  • Develop annual CX strategies that align with customer expectations and business goals.
  • Conduct competitive analyses to pinpoint industry trends and best practices.

Benefits

  • Hybrid schedule with flexibility for remote work.
  • Opportunities for professional development and training.
  • Collaborative team environment focused on continuous improvement.
  • Access to internal resources and tools for employee success.
Full Job Description
Summary: The Experience Optimization Specialist will be integral in optimizing customer interactions and ensuring seamless user experiences across all platforms at Columbia Bank. This role will conduct usability testing and analyze support case and competitive data to provide insights to business line leaders and influence the organization to consistently enhance the client experience. By utilizing customer feedback, competitive analyses, and performance data, the Experience Optimization Specialist will collaborate with cross-functional teams to drive strategic improvements. Additionally, this individual will serve as a key positioning lead, responsible for developing employee readiness tools, such as job aids and FAQs, to support product and service rollouts and ensure that employees are well-equipped to assist customers effectively.

Job Responsibilities:

Cross-Functional Collaboration & Customer Insight Reporting
  • Own assigned business lines and produce monthly scorecards with actionable insights and recommendations based on customer feedback, product performance, and service metrics.
  • Proactively recommend strategies to business line leaders that drive customer satisfaction, retention, and business growth.
  • Collaborate with cross-functional teams on strategic implementations, ensuring experiences are designed with the customer top of mind.
  • Perform regular reviews of customer support cases to ensure inquiries are resolved in a timely manner, and at a high level of customer service.

Platform & Service Enhancement
  • Regularly conduct usability testing with a focus on enhancing digital platforms and improving user experience across all customer touchpoints.
  • Present findings to product, digital, and other internal teams to recommend and implement improvements.

CX Strategy Development & Competitive Analysis
  • Develop annual client experience strategies that enhance the customer journey, ensuring alignment with business goals and customer expectations.
  • Conduct competitive analyses to identify industry trends and best practices.
  • Collaborate with internal teams to foster a culture of continuous improvement. Influence others to integrate customer-centric thinking into product and service offerings.

Employee Training & Readiness
  • Collaborate with internal departments to develop employee readiness tools, such as job aids and FAQs, to support product and service rollouts.
  • Ensure employees are equipped with the necessary tools and knowledge to effectively communicate changes and improvements to customers

Other Duties as Assigned
  • Perform any other related duties or projects as assigned to support the overall success of the Client Experience department.

Required
  • Bachelor's degree in business, strategy, data analytics, communications, user experience (UX), or a related field (other relevant degrees also considered).
  • Four or more years of experience in customer experience, user experience, digital, data analytics or a similar role, preferably in banking or financial services.
  • Experience with usability testing, analyzing data, and influencing cultural behavior.
  • Strong understanding of customer journey mapping, CX strategy development, and user experience best practices.
  • Experience with support and customer relationship management tools (i.e., Salesforce).
  • Proficient in Microsoft Excel and PowerPoint for reporting and presenting insights.
  • Ability to manage multiple projects and prioritize tasks effectively.
  • Strong analytical skills with the ability to synthesize data into actionable insights.
  • Highly customer-focused with a passion for improving customer experiences.
  • Strong problem-solving skills with the ability to think strategically and analytically.
  • Adaptable and able to work in a fast-paced, dynamic environment.
  • Detail-oriented, organized, and self-motivated.


Schedule:
  • This role is eligible for a hybrid schedule: 3 days in the office and 2 days work from home, based on business needs. This arrangement may change without notice.

About Columbia Financial, Inc.

Columbia Financial, Inc. is a bank holding company headquartered in Fair Lawn, New Jersey. The company operates as a community bank providing a broad range of banking services to businesses and individuals in its markets. Columbia Financial operates through its wholly-owned subsidiary, Columbia Bank, which has over 60 branches in New Jersey. The bank offers a range of deposit products, including checking accounts, savings accounts, and certificates of deposit, as well as loan products, such as commercial and consumer loans, real estate loans, and agricultural loans. Columbia Financial was founded in 1927 and went public in 2019.
Learn more about Columbia Financial, Inc.
Size
645 employees
Market Cap
$2.3 billion
Industry
Finance & Insurance
Net Income
$57.6 million
5 Year Trend
+9.8%
NASDAQ
CLBK
* Ladders Estimates

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