Position Description

Customer Experience Analyst
Location Remote
Job Code 596
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Here at Atlantic Bay, we focus on genuinely caring for both our customers and team. We pride ourselves on being adaptable and energetic, especially in fast-paced environments! Our goal is to continuously inspire growth, for each of our team members to reach their goals and aspirations, all the while having fun. We’re in the business of lending peace of mind, whenever, wherever, however.


Atlantic Bay Mortgage Group, recently voted #1 in the nation as the best large company to work for by National Mortgage News, is seeking a Customer Experience (CX) Analyst to join our dynamic Marketing team!  This position will help us spearhead efforts focused on improving and providing meaningful and differentiated experiences for our borrowers, industry professionals, our employees and the communities we serve.

The main role of this position is to create and implement a Voice of the Customer (VoC) program with our VP Digital and Brand Experience. This VoC program will regularly assess customer feedback to improve sales, operations and corporate functions of the Company.  In addition, this position develops processes to improve each stage of the customer lifecycle based on customer feedback and research. In doing so, the CX Analyst plays a crucial role in how Atlantic Bay’s customers and strategic audiences perceive the company while driving higher customer satisfaction, customer retention, brand reputation and new business growth.


What you’ll be doing

  • Creating a Voice of the Customer feedback channel that regularly incorporates customer feedback into company improvements.
  • Managing the Borrower Experience Product Backlog and prioritizing work efforts to improve the customer experience.
  • Becoming a product expert in our borrower portal and online application, understanding the ins and outs of the borrower and mortgage banker experience.
  • Presenting to senior leadership and business stakeholders customer experience recommendations as needed.
  • Maintaining the upkeep and implementation of journey maps.
  • At times, be the front line of communication to any incoming customer questions, complaints or concerns.
  • Providing a strong, expert voice for our customers’ experience, leveraging data, competitive insights, and best practices from other industries, as well as design thinking and other modern methodologies to gain rapid, continuous, and meaningful insight to drive successful outcomes across digital products and business areas.
  • Creating a feedback loop to gather and share feedback with various departments and teams on customer insights.
  • Monitoring and sometimes answering/responding to general inbound calls to the Company from our website.
  • Managing our customer feedback email account, gleaning insights and providing helpful guidance from our customers.
  • Constantly reviewing customer feedback from post-transaction surveys.
  • Recommending modifications to website design to maximize traffic, customer satisfaction, capture and sales generation.
     

What you’ll bring

  • You tend to be a visionary/strategic thinker, unafraid to challenge existing processes.
  • You have a natural bend toward digital design and experience.
  • You are a problem-solver, patient, tactful and creative when it comes to understanding pain points to improve customer service standards.

Not required, but a big plus if you have any of the following...

  • Mortgage industry experience – specifically originating and working with borrowers to understand and anticipate questions during the loan process.
  • Experience with design research or design thinking, and a portfolio or demonstrable work to show for it.
  • Experience with wireframing, qualitative and quantitative research, user testing, survey research, implementation strategy, or process flowcharting.
  • At least 3-5 years in a Customer Experience role, or applicable experience in the service or hospitality industry where customer feedback and interaction was a major part of your role.

Perks 

Atlantic Bay offers a dynamic benefits package that includes a competitive base salary, eligibility for monthly bonuses, health insurance, 401(k), PTO, paid volunteer time and your birthday off with pay!  Who doesn't love that!

 

If you have a passion for helping people lead their best life; Come ride the wave home to Atlantic Bay!

#GrowWithUs #WorkLifeBalance

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Atlantic Bay Mortgage provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability or genetics. In addition to federal law requirements, Atlantic Bay Mortgage complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.