Senior Associate, Client Experience Senior Associate, Client Experience …

Silicon Valley Bank
in Santa Clara, CA, United States
Permanent, Full time
Be the first to apply
Silicon Valley Bank
in Santa Clara, CA, United States
Permanent, Full time
Be the first to apply
Senior Associate, Client Experience
Silicon Valley Bank (SVB) helps fuel the innovation economy with offers tailored to the needs of innovative startups and their investors . As a Client Experience Associate working within our Client Experience team, you are eager to help represent the voice of the client to enable the organization to create compelling experiences for our clients.

You are a natural collaborator and can support in facilitating workshops with a wide variety of stakeholders; business owners, architects, developers, researchers, product owners, and designers to find feasible client solutions. You are passionate about getting the right solution for clients and use a human-centered approach to solve problems to deliver the right client outcomes . You’ll interpret research findings, document the client journey, formulate actionable insights, and drive the execution of client facing solutions.

You are passionate about delivering a world class experience for clients and you eagerly lend a hand to others that are working towards this collective purpose . You will leverage client feedback and work closely with internal partners to identify, define, design and implement compelling client experiences across channels and touch-points.


  • Responsibilities will include:

    • Help coordinate and facilitate design-thinking workshop, document client journeys and activities to identify opportunities to boost the client experience

    • Comprehend the needs, tasks, and goals of an audience and translate them into execution plans

    • Help ensure teams across the bank are delivering against our CX Principles.

    • Devise a test and learn plan, including soliciting feedback from users, to identify the key opportunities to meet the client needs and iteratively build solutions with key stakeholders .

    • Maintain and update ongoing list of client-facing improvement opportunities that have surfaced across all CX projects

    • Independently manage project execution, including activating cross-functional resources

    • Coordinate and prepare materials for monthly cross functional stakeholder meetings

    • Partner with PMs, engineers, researchers and strategists to create the user experience of a product from conception until launch and beyond

      Ideal Experience and Attributes:

    • Bachelor's degree

    • 3+ years of relevant work experience

    • A passion for the client and for providing great experiences

    • Working knowledge of CX methodologies and frameworks that help put the customer first â€" e.g. journey mapping, personas, VOC, CX metrics

    • Ability to drive results in a fast-paced â€" ever evolving environment

    • Collaborative and team-player approach

    • Excellent communication skills (verbal/written)

    • A "roll-up-your-sleeves" and "can-do" attitude is a must