Customer Segmentation & Experience Owner

Texas Capital is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big firms at a scale that works for our clients, with highly experienced bankers who truly invest in people’s success — today and tomorrow. While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment — investing the time and resources to understand our clients’ immediate needs, identify market opportunities and meet long-term objectives. At Texas Capital, we do more than build business success. We build long-lasting relationships. Texas Capital provides a variety of benefits to colleagues, including health insurance coverage, wellness program, fertility and family building aids, life and disability insurance, retirement savings plans with a generous 401K match, paid leave programs, paid holidays, and paid time off (PTO). Headquartered in Dallas with offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, Texas Capital was recently named Best Regional Bank in 2024 by Bankrate and was named to The Dallas Morning News’ Dallas-Fort Worth metroplex Top Workplaces 2023 and GoBankingRate’s 2023 list of Best Regional Banks. For more information about joining our team, please visit us at www.texascapitalbank.com. Brief Overview of Position The Customer Segmentation & Experience Owner is responsible for continuously refining and actively managing customer segments and associated value propositions based on initial and ongoing portfolio analysis and review for the overall consumer and small business segments. In addition, this role will own customer feedback and consumer VOC and utilize this data to inform business and product decisions. This role will support the design, development and execution of key insights and initiatives to drive targeted performance by segments.

Responsibilities

Drive the consumer segmentation strategy and execution to ensure customers are mapped to correct line of business and segments to deliver a best-in-class value proposition to the customer and create value to the firm Own customer and account re-alignment and portfolio optimization to improve customer experience and also platform efficiency Develop and drive referral and cross-engagement processes with business partners across LOBs to facilitate customer growth Leverage data and analytics to define behaviors that help deepen customer relationships, improvement touchpoints, enhancing product recommendation Create and maintain customer personas on an ongoing basis Oversee and analyze customer feedback from a variety of sources Manage the consumer VOC program through relational surveys (via Qualtrics) Perform customer, product, and feature experience analysis as needed Qualifications Bachelor’s degree in business (Finance, Accounting, Real Estate, etc.) or other relevant degree. Effective team player with ability to work in a fast-paced, highly collaborative environment. Analytical skills - critical thinking, data and information analysis, research, and problem solving. Organizational and time management skills. Collaborative team player with excellent attention to detail and ability to quickly adapt to changing environment and systems Excellent written and verbal communication + interpersonal skills with the ability to present internally and externally Ability to perform effectively in an ever-evolving environment and successfully address multiple, high-priority matters in a fast-paced situation Proficiency in PowerPoint, Word, and Excel The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.Texas Capital is an Equal Opportunity Employer. Texas Capital Bank is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big banks at a scale that makes sense for our clients, with highly experienced bankers who truly invest in people’s success — today and tomorrow. While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment — investing the time and resources to understand our clients’ immediate needs, identify market opportunities and meet long-term objectives. At Texas Capital Bank, we do more than build business success. We build long lasting relationships. Headquartered in Dallas with offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, Texas Capital Bank was recently named the #1 most trusted bank in the country on Newsweek’s inaugural list of America’s Most Trusted Companies Apply Job!