Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits.

Position is Monday through Friday from 8 am to 5 pm Central Time with the ability to work additional hours as project needs demand.

Incumbent should reside within the Arvest 4 State Footprint (AR, KS, MO, OK).

Job Summary

The VoCAX Insights Manager serves as a strategic advisor and insights architect, bridging the gap between customer and associate feedback and actionable insights. By managing and leveraging a unified listening ecosystem, you will synthesize complex data into actionable strategies, facilitate cross-functional action planning, and track experience performance. You are the primary advocate for experience excellence, ensuring every product, journey, and interaction drives business growth and human-centric value.

Responsibilities

● Act as a strategic relationship manager, advisor and advocate of customer or associate experience with key stakeholders and business leaders.

● Build, oversee and monitor feedback from our associates and customers across various channel interactions, products (financial and technology), journeys and relationship events.

● Monitor, mature and evolve the appropriate placement of listening posts and consider capturing or integrating operational and external data to gain a full picture of the experience, including the scope of impact, root causes and relevant drivers.

● Ensure formal, effective closed-loop processes are in place, with appropriate business owner accountability for following up on feedback and resolving issues with associates and customers.

● Establish and facilitate a regular cadence of collaborative listening sessions with the business or stakeholders to establish action plans and experience metric goals for improving the customer or associate experience. Tracking improvements implemented and resulting outcomes.

● Leverage your curiosity and passion for experience excellence while proactively monitoring associate or customer experience metrics and analysis of the data to identify and research anomalies and new trends for action or escalation.

● Proactively collaborate and coordinate with other EXP, technology, product and business teams; engaging on strategic initiatives to ensure proper experience instrumentation and reporting of feedback is in place for new project launches as appropriate.

● Evaluate program effectiveness and areas for improvement with business leaders to ensure insights are actionable and aligned to support strategic business goals, objectives and key performance indicators. Ultimately, driving business growth and efficiencies.

● Understand and comply with bank policies, laws, regulations, and the bank's BSA/AML Program, as applicable to job duties. This includes, but is not limited to, completing compliance training, adhering to internal procedures and controls, reporting any known violations of compliance policies, laws, or regulations, and reporting any suspicious customer and/or account activity.

● Other duties and special projects may be assigned.

Responsibilities:

Experience

● Required: 4 years of experience in Customer Experience (CX), Employee Engagement (EX), or Market Research.

● Preferred: Data and Analysis Proficiency: Proven track record of managing feedback platforms (e.g., Qualtrics, Medallia) and interpreting complex datasets and establishing and reporting experience metrics (NPS, CES, SAT).

● Preferred: Stakeholder Influence: Demonstrated experience advising mid-to-senior level leadership and leading cross-functional "Insights-to-Action" initiatives.

● Preferred: Operational Background: Business or service operations experience, survey design methodology, project management and translating experience metrics into business goals.

● Relevant military experience is considered for veterans and transitioning service members.

Credentials

Preferred: Professional certification in CX (CCXP) or EX management

Preferred: Qualtrics XM certification

Education

Required: Bachelor’s degree in Business Administration, Marketing, Psychology, Data Analytics, or a related field (e.g., Human-Computer Interaction or Industrial-Organizational Psychology).

Working Conditions

● Incumbents must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

● Must be able to start work on time, maintain regular work attendance, be physically present at the assigned work location, and occasionally work overtime or outside of regular business hours.

● This job typically requires an individual to be able to observe details (including the ability to perceive color and the ability to identify clear near and far objects), to communicate and exchange accurate information. It may occasionally require the individual to physically move, remain in a stationary position, and position themselves to reach for objects.

● Must be able to operate standard office equipment and use office applications for communication, information and document transmission, and content, document, and report creation.

● Ability to travel overnight, unaccompanied, within the United States via automobile and air is required, on occasion.

● The noise level in the work environment is typically low to moderate.

Grade 17

Pay Range: $89250 - $111560 per year