Jennifer Harkins
Vice President, Customer Experience Manager at Santander Bank, N.A.
- Role
- Vice President, Customer Experience Strategy and Delivery at Santander US
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Jennifer Harkins
Seasoned Financial Services professional with experience in both Customer Experience and…
Experience
Vice President, Customer Experience Strategy and Delivery
Jul 2018 — Present · Boston, MA, US
Customer Experience professional focused on mapping customer journeys, creating gap assessments, and executing projects to build out better experiences for both internal and external customers- Safe Deposit Box Closure: CX Lead and Project Manager for all efforts related to the bank exit from the business. Managing the execution of a year-long, multi-channel plan involving Marketing, Product, Branch Network, Call Centers, Operations and Legal- Investments Financial Advisor Change Experience: Developing multi-faceted approach to improve the experience for clients when they are assigned to a new financial advisor- Fraud process improvements: Created journeys that illuminated many gaps in the fraud experience to senior management. Several key changes to process and organizational structure implemented as a result- Problem Resolution: Developed business case that proved how problem resolution process improvements could reduce call volumes, resulting in increased call center and branch capacity.
Education
Boston College Carroll School of Management
MBA
1993 — 1996
Cornell University
Bachelor of Science
1985 — 1989
Skills
- Marketing
- Retail
- Program Management
- Banking
- Change Management
- Marketing Strategy
- Product Management
- Portfolio Management
- Competitive Analysis
- Loans
- Product Development
- Analytics
- Business Strategy
- Mergers & Acquisitions
- Segmentation
- Management
- Leadership
- Forecasting
- Training
- Strategy
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