Beth Szabo

Experience

1. Senior Vice President - Retail Lending Payments

   PNC

   Jan 2016 — Present · Charlotte, NC, US

   Lead the strategy and execution of improvements and innovations in the end-to end payment experience - Analyzed customer and employee feedback and needs, market research and areas of expense reduction to identify overall strategy and objectives of program - Identified and prioritized initiatives to best meet business objectives including adding new self-service channels and improving existing channels, processes, and customer communications - Created multi-year roadmap with technology to implement improvements and innovative solutions - Leverage design thinking and human-centered design to define end-state experiences across self-service and assisted channels - Partnered with technology to architect an API driven internal platform for all customer payment requests and processes that would reduce vendor reliance, deliver a consistent experience and reduce technical debt - Business sponsor for multiple Agile crews tasked with delivering improvements - Create and monitor Payment KPIs to identify issues and opportunities for customer migration strategies - Manage the remediation of incidents and issues related to payment experiences * Lead the Retail Lending Customer Experience program - Manage the development and delivery of NPS surveys, analysis and scorecards - Manage the root cause analysis of customer complaints and voice of customer survey results to identify top pain points and issues - Led development and delivery of closed-loop feedback process for Home Equity customers - Lead the development and monitoring of complaint KRIs

Education

• Ohio University

  Bachelor of Arts, Home Economics/Interior Design

  1985 — 1989

• Weatherhead School of Management at Case Western Reserve University

  MBA, Marketing

  1997 — 2000