Federal Reserve Bank (FRB)
FRFS Customer Experience (CX) Strategist (Information Technology)
Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®1, FedACH®, and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Over time, FRFS will offer an increasingly integrated set of Federal Reserve payment services, incorporating the FedNowSM Service upon its market entry in 2023. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, we will seek to provide a more robust and unified customer experience across our financial service offerings, and we will create new career growth opportunities for FRFS staff.
About the Opportunity:
FRFS is looking for a dynamic Customer Experience (CX) Strategist to join a new team focused on unifying the organization around a vision and plan for improving the end-to-end experience of Federal Reserve customers.
The CX Strategist will help create a customer experience strategy and employ a variety of techniques to drive insights to actions that guide the delivery of a cohesive customer experience. The role will operate as an advocate, advisor, facilitator, and catalyst, working across the organization with business partners and groups such as Product, Marketing, Operations, and Employee Experience. This is an exciting opportunity for a CX expert who is strategic and skilled at driving change in a new organization.
The level of work required is considered advanced, and staff must be able to work under minimal supervision. This position does not have direct reports.
Your Responsibilities:
Your Background:
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We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression, or veteran status.
The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.
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